Executive Secretary, Trainer - Process & Tool

MINEMA TSHERING CHOWDHURY

Address: C-***, Belvedere Park, DLF Phase III, Gurgaon - 122002

Contact No.: +91-981*******, +91-124-******* / E-Mail:

******.********@*****.***

Seeking senior managerial assignments in Secretarial Functions/ Office

Administration / General Administration with an organisation of repute;

preferably an MNC

PROFESSIONAL OVERVIEW

< A competent professional with nearly 25 years of rich expertise in

Secretarial functions, Office Administration, General Administration,

Training & Development and Client Relationship Management.

< Presently working as a Freelancer (Content Development/ Writing).

< Proficient in giving Administrative & secretarial support involving

handling of correspondence, document flow, screening telephone calls and

directing various queries to relevant departments.

< Honed skills in handling day to day activities in co-ordination with

internal / external departments for smooth functioning of the

organisation.

< Proficient in handling all aspects of general administration, vendor

management, logistics, travel operations, reservations and arranging

meetings, conferences, seminars, etc.

< Well conversant in applications including MS-Office, MS-Visio, MS-

Project, MS-SharePoint, ShareInside, SnagIt, IMS ShareNet, etc.

< Possesses excellent communication, listening & interpersonal skills as

well as ability to understand client's needs. Accurate, methodical &

problem solving skills.

CORE COMPETENCIES

Office Administration Operations Management

Secretarial Functions

General Administration Customer Service Operations

Training & Development

Logistics & Vendor Management MIS & Documentation

Team Management

SIGNIFICANT HIGHLIGHTS

< Won performance award (cash award) twice as recognization of outstanding

performance

< Was recognised for effective training delivery by training audience and

team.

< My work and other initiatives have been acknowledged in team meetings,

performance reviews and feedback from external and internal customers

< Able to manage complete helpdesk, Emergency and System Change Management

activities for complex telecommunications networks for all customers in

India

< Recognised and appreciated in various forums like team meetings, face to

face performance reviews and commendations from customers, peers and

superiors.

CAREER CONTOUR

Since Jun 2012 Freelance Assignment

Key Deliverables:

< Involved in Data content creation, article writing, document proof

reading, website research and collection of data and creation of soft

skill training content.

Jun 1995 to Jun 2012 Nokia Siemens India Pvt. Ltd.

Career Path:

Jun 1995 to Jul 1998 Project Secretary/ Co-ordinator (Nokia India

Pvt. Ltd., Kolkata)

Jul 1998 to Apr 2005 Helpdesk Co-ordinator & System Change Management Co-

ordinator (Nokia India Pvt. Ltd.)

Apr 2005 to Mar 2008 ECC (End-to-End Customer care) Administrator

(Nokia / NSN India Pvt. Ltd.)

Mar 2008 to Jun 2012 ECC Regional Trainer EMEA - Process & Tool - Global

Services Care (Nokia Siemens India Pvt. Ltd., NOIDA)

Key Deliverables:

As ECC Regional Trainer EMEA - Process & Tool - Global Services Care:

< Involved in area planning, co-ordination & delivery of end to end care

training.

< Worked as an area contact point for Local Process Owners/Regional

Deployment Managers and Key Users.

< Carried out care tools, process training material development and process

handbook material development and maintenance.

< Ensured provision of training during new Software Release Deployment.

< Provided support for:

o Local E2E (End to End Customer Care) teams within regional

structures.

o Tool improvement & development projects (Concept Review,

Workshops, etc.)

As ECC (End-to-End Customer care) Administrator (Nokia / NSN India Pvt.

Ltd.):

< Served as administrator of End-to-End Customer care (ECC) process of

service delivery of Technical Support services to Nokia Networks/Nokia

Siemens Customers.

< Responsible for "Electra Tool" to provide customer Support Services by

handling helpdesk requests and emergencies within the "Care Phase".

< Handled all requests routed to competence group engineers, to ensure that

they are assigned to an active agent and resolved within the specific

target time.

< Coordinated Technical Meeting and distributed the minutes to concerned

people.

< Provided internal & external reports using Business Objects.

< Participated in customers' meetings, help desk operation meetings and

other process meetings.

As Helpdesk Co-ordinator & System Change Management Co-ordinator:

< Managed both Help Desk and Change Management role along with E-Care

Management - NOLS (Nokia Online Services) activity towards internal and

external customer in India.

< Participated in "License Key" Info Session in Singapore and imparted the

knowledge gained to an extended group of Engineers, Technical Managers

and Logistic Team.

< Prepared budget proposal and acquisition for capital investments into

tools. Library Management and proper care of all technical related

documents

< Followed-up and escalated calls to System/Care Managers whenever

necessary.

< Co-ordinated technical meetings and distributed the minutes to internal

and external customer.

As Project Secretary/ Co-ordinator:

< Efficiently carried out General Administration activities for the Project

Office.

< Provided book keeping and accounting update on project office

expenditure.

< Negotiated and managed contracts with various Vendors, Hotels and Travel

Agents.

< Made appropriate travel arrangements for all the employees.

Previous Assignment:

Mar 1988 to Jun 1995 The Oberoi Grand Hotel, Kolkata

F&B Order Taker & Secretary Business

Centre

ACADEMIC CREDENTIALS

Bachelor of Arts (B.A.) University of North Bengal

1998

PROFESSIONAL DIPLOMA & CERTIFICATIONS

< Diploma in Computer Application and Data Processing from Lakhotia

Computer Centre, Calcutta.

< Diploma in Personal Secretary ship from Sufee Commercial College,

Calcutta.

< Certificate in WordStar from Lakhotia Computer Centre, Calcutta.

< Certificate in MS Office Applications from NIIT, Gurgaon.

< Certificate in Oracle7 with Developer /2000 for Client Server

Application, New Delhi.

TRAINING PROGRAMMES / WORKSHOPS

Undergone following Training/ Courses:

< Nokia Service Culture and Service Excellence Trainings

< 2G SYSTRA Technical Course

< Train the Trainer Training

< Lead YourSelf - Workshop for Achieving Personal Growth and Balance

PERSONAL SNIPPETS

Date of Birth 29th June, 1966

Languages Known English, Hindi, Bengali and Nepali

References Available on request

Contact this candidate