Customer Service Manager

Resume

Satyanarayan Mahapatro

Address: C/o- Dattu Vitthal Kamble

***/*, ****** *****, ***** Devi Road,

Sec-19,Near Shiv Sena office & Fish market,

Koparkherirane Gaon, Koparkhirane,

Navi Mumbai -709

Mobile No:+91-932*******

E-mail: ********@**********.***

Objective

To build a strong relationship with the organization, through consistent, self driven performance and assist in

achievement of its business objectives.

Summary

Good communication and interpersonal skills.

Quick learner, self motivated, loyal and good team player.

Capability to handle pressure/crisis situation and ability to motivate team members.

Educational Qualification

Pursuing BBA (Bachelor of Business Administration) in Sikkim Manipal University.

Intermediate from Junior Anchalik Science College, Higher Secondary Education (Orissa) in 2013 with 54.5%.

10th from Sri Kaleswar High School, (Orissa) Board of Secondary Education in 1998 with 49.33%.

Technical Skills

Operating System Windows 98/2000, XP

Package Ms Office

Telecom package ICCM, Clarify, UCS, Verify, Talisma 8.0, Lotus, ISEM, Omini Docs, CMS, PMS

PG (DOT) Portal, CS Portal, TRAI Portal, Term cell, President Services,

Business Conducted Tools

Consumer Forum Portal, Legal and Regulatory Portal.

Professional Summary

In Reliance Communication Infrastructure Limited (RCIL), DAKC, Navi Mumbai had worked as a Chairman’s

Officer during the statement period from 21st November 2007 to 14th September 2013.

All types of major/top escalation assigned from business, peak level, Govt .cell or marked to ADA Group/chairman

are answered through e-mail & out called by providing end to end resolution with 100% Customer satisfaction.

Achievements

Recognized for outstanding performance from 2007 to 2012 and client appreciated as a batch topper.

Got an opportunity to achieve the award of Best officer in CMO and the asset of DOT process.

President of the wireless division had appreciated for enhancing the revenue % age (from 2011 to 2012).

Work Experiences

1.Organization Name Paramount Technologies Private Limited (From June 2006 to November 2007)

Role and Venue Customer Service Representatives & Saki Vihar Road, Powai, Mumbai.

Responsibilities

1. It was an outsource agency of RCOM and I was designated as a CSR.

2. Later, as a cluster retention coordinator promoted to BKC for Reliance

Communications (RCOM). My responsibility was retaining the subscribers & acts

as a liaison between higher management & agents.

3. To share positive performance feedback & organizing team –building activities.

4. Taking Briefing sessions to download updates to the agents.

3. Reliance Communications

From 21st November 2007 to 14th September 2013

During the Period

Venue DAKC, Thane Belapur Road, Kopar Kheirane, Navi Mumbai- 400 709.

Designation Customer Associate & Response Executive (CARE) / Chairman’s Officer (CMO)

1. All major escalations appended at different cell of the organization/ Govt. (I.e.:

President Services, TRAI, DOT, Legal, Consumer Forum, Chairman’s Office,

Regulatory) should be answered within SLA and RCA needs to provide

business with RCF.

2. Responsible to handle a team of DOT (Wireless, wire line & DTH), which was

consisting of 7 employees and disclose DPR to business.

3. Ensure to focus on SAR report and preparing roster of the staff every week,

in-order to avoid generating un-Scheduled Adherence Report.

4. Analysis of daily, weekly & monthly data pertaining to quality, productivity,

Escalations, CSAT, appreciations and plans to monitor the performance as

required by client. If any changes in DOT guidelines will update DOT team.

5. Regular coordinate with RA, SA head and various teams (I.e.: NHQ-SA, NHQ-

RA, BHQ-SA, BHQ-RA, COSD- Head, CSD-Head, NNOC, MACD, Billing,

Responsibilities

Commercial, Town office- manager, Region-Head) for the appended

escalations and publishing Dash Board to region for pending escalations.

6. Managing churn Control of postpaid & prepaid. Ensuring to capture MIS for all

activities related to retention, churn management & analysis of churn reasons.

Review TRAI portal daily for new amendment add or change.

7. Responsible to provide the back end reports to collection post, promotion on

customer handling, CRM concepts, process, Tariff schemes. Ensuring

accurate & error free service provisioning within SLA’s/TAT’s.

8. Maintains the service quality at all service delivery points such as

WW/OTC/RMS and CSAT of the subscribers. Effectively co-ordinate with

Team leaders, Managers, HODs if any implementation required in process.

9. Operates e-mail (Talisma 8.0) / snail e-mail for final resolution sent to the

subscribers.

Personal Information:

Name Satyanarayan Mahapatro

Date Of Birth 25.06.1983

Father’s Name Late Udayanath Mahapatro

Languages Known English, Oriya, Hindi

Marital Status Married

Strength Sincere, Hard Working & Innovative.

Hobbies Listening Music & Painting

Declaration

I hereby declare that the details furnished are the best to my knowledge and information. In case, any discrepancy

found will disqualify my candidature.

Date:

Place: Mumbai Satyanarayan Mahapatro

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