Customer Service Quality
Resume:
DEBASHIS
BANDYOPADHYAY
Mobile:
Email: ************@*****.***
Seeking middle level assignments in Quality Management with an Organization
of repute. Looking for a job where I can utilize my knowledge and skill and
want to play the key role of a team player.
> A dynamic professional with 5+ years of experience in Customer Care,
Operations and Quality in leading BPO Companies.
> Adept at people management, maintaining healthy employee relationship
and handling challenges, thus creating an transparent environment.
> Responsible for overall departmental operations and accountable for
strategic utilization and deployment of available resources (manpower,
materials etc).
> Proven abilities to streamline the standard operating procedure for
enhancing the efficiencies, for maximum output with minimum resources.
> An astute leader with ability to motivate subordinates in optimizing
their performance levels and possesses with excellent communication,
organizational & interpersonal skills.
> Identifying quality needs and formulating programs for associate &
implementing the revised action plans for measuring its effectiveness.
Operations & Quality
. Expertise in Customer Service.
. Steering operations with focus on desired deliverables & directives;
overseeing their implementation to ensure achievement of pre-set goals
and mission.
. Operational efficiencies at all times.
. Implementing plans to anticipate risk and guard against disruption of
tasks due to unforeseen events.
. Six sigma certified and completed one project in Tata Tele services
for reduction of duplicate bills
July 2009 to till date with ADITYABIRLA MINACS, Ranchi as Team Lead Quality
for IDEA Process.
It is India's leading BPO providing GSM service through out India,
encompassing a complete range of telecom services.
Responsibilities:
. Quality delivery with the Q.C team of the process.
. Responsible for Quality monitoring of the call centre agents of IDEA
Prepaid and Postpaid customers.
. Responsible of the audits of services delivered on calls and
complaints, requests raised for IDEA prepaid customers.
. Responsible for entire Quality team management, Preparing Reports,
Making Presentations, Leading Call Calibration sessions, escalation
handling, publishing dashboards and give responses for client issues.
. Administrating timely & recognition for team members time to time.
. Organizing rewards and recognition for team members time to time.
. Initiate feedback and appraisals through a structured mechanism.
. Coordinating with IT and Technical teams for satisfactory resolution
of customer complaints at all Level.
. Over all performance of the batches was fair enough in Quality & as
AHT as well.
. Responsible for the process improvement with different action plans
and meeting entire team's monthly monitoring and login targets.
Previous Company:
. February 2008 to 14th May'2009 with Mafoi Management Consultants
(Deputed to Tata Teleservices) Kolkata as Quality Executive.
Responsibilities:
. Responsible for quality monitoring of the call centre agents of Tata
Indicom prepaid and post paid customers.
. Responsible of the audits of services and complains of Tata Indicom
postpaid and prepaid customers.
. Responsible for the process improvement with different action plans.
. Responsible for Audit calls & share feed back with tenured and newly
Joined CSRs.
Previous Company:
. November 2006 to January 2008 with Descon Limited. Kolkata as Call
Centre Executive.
Responsibilities:
. Responsible for taking calls of Reliance prepaid Smart GSM customers
. Achieved projected target of taking calls on a per daybasis.
Previous Company:
. April 2006 to June 2006 with Overnite Express Kolkata as Customer
Care Executive.
Responsibilities:
. Responsible for taking calls of different clients and company
customers across India.
. Responsible for follow up of different bookings of parcels and
documents.
. Responsible for sending e-mails and updated reports to different
offices across the country.
. Responsible for the Customer Relationship Management also.
Previous Company:
. Jan 2006 to April 2006 with Descon Ltd. Kolkata as Tele-
Sales Officer.
Responsibilities:
. Responsible for sales of add-on services / schemes for Tata
Tele Services
Limited (Tata Indicom Walky / Mobile).
. Achieved projected target of 15 SPD.
. Responsible for follow up of LG offer launched in March
2006.
. M C A from I.I.H.S under Sikim Manipal University in 2006.
. B.C.A from Techno India under West Bengal University Of Technology in
2004.
. Higher Secondary from S.S.P.S Vidyalaya under W.B.H.S.E in 2000.
. Secondary from S.S.P.S Vidyalaya under W.B.S.E in 1998.
. Working with MS Word, Excel & Power Point & Client provided
Applications.
. Knowledge of working with Operating Systems: Linux, NT, Windows 2000,
Windows 98, Windows xp.
. Date of birth : 20th Dec 1981
. Father' Name: Mr. Shyam Sundar Bandyopadhay.
. Language Known: English, Hindi, & Bengali.
. Hobbies: Listen Music.
. Strength: Discipline attitude.
. Contact Details :
Mail Address : Sitalatala Palpara,North Baksara
PO- Baksara. DT -Howrah.
Pin-711110
India West Bengal
Phone : (Res) 033-2658 - 0382 / 4878
(M) 988-***-**** / 095********
Date:
Signature
Debashis Bandyopadhyay
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