Quality Ananlyst (BPO)
Resume:
RAKTIM ROY
Contacts: +980*******/801-***-**** ~ E-Mail: *******@*****.***
Rich Blend of Corporate Social, Operations, Quality Management, Training &
Development; Seeking opening in a highly reputed growth Oriented
Organization
Professional Abridgement
* A result driven professional with over 4 Years' of rich experience in
Operations, Quality, Project Management, Banking and Telecom Industry.
* Presently working as Quality Analyst & Acting MIS in Srei Sahaj e-Village
LTD.
* Having skills in the areas of People Management, Training & Development,
Coaching, and Mentoring.
* A strategic planner with expertise in Project Management; proficiency in
building and maintaining relationships with key corporate decision
makers, establishing large volume, and high profit accounts with
excellent level of retention and loyalty.
* A proactive leader and planner with expertise in strategic planning, plan
execution, account management.
* Expertise in Document Creation & Maintenance, Agenda & Event Coordination
Confidential Records Management, Research & Reporting, Innovative and
Creative, Efficiency Improvements and performance oriented, Multicultural
Understanding, Interpersonal & Communication Skills.
* Possess excellent communication with exceptional interpersonal, problem
solving, leadership, team-building & presentation skills.
Managerial Skills
* Strong vision and willingness to work hard to take the Organisation into
a level of desired fame by exhibiting high standards and performance,
benchmarked against the best in the sector.
* Ability to work independently with minimal supervision and attain group
goals.
* Strong organizational and interpersonal skills, including the ability to
prioritize workload.
* Possesses the ability to deal effectively with a variety of personnel and
executive leadership.
Professional Highlights
Having varied experience in Operations, Event Co-ordination with strength
in high-tech corporate system. During the assignment in Organisation has
been involved from the inception to establishment of many task and
responsibities, wherein has implemented different functions rigidly and
successfully too.
Highest Qualification
B.A Graduate (His Hons) from NSOU in 2012.
Technical Expertise
Have vast experience working with MS Office (2007).
Awards and Achievements
* Received best QA award among the entire Kolkata campaign for the month of
May'12.
* Received certificate of appreciation from Aircel clients for being the
STAR of the month as a Customer care associate.
* Received internal appreciation for becoming the best performer of the
month for consecutive two months in Sparsh BPO Services Ltd as a Customer
care associate.
Area of Expertise
V Key account & Relationship Management: Building and maintaining
healthy and high yield business relations with major clientele,
ensuring maximum customer satisfaction by achieving performance
parameters delivery & quality norms. Maintaining cordial relations for
the profitability of the business. Maximizing customer satisfaction
level by monitoring complaints related to services and facilities,
providing efficient services. Handling customer grievances and
resolving issues. Planning for effective customer acquisition to reach
the pre set targets.
V Operations management: Concerned with overseeing, designing, and
redesigning business operations in the production of goods and/or
services. It involves the responsibility of ensuring that business
operations are efficient in terms of using as little resources as
needed, and effective in terms of meeting customer requirements. It is
concerned with managing the process that converts inputs.
V Strategic Planning: Authoring business strategies and strategic
utilization and deployment of available resources to achieve
organizational business objectives. Establishing corporate goals,
short term and long term budgets and developing business plans for the
achievement of these goals.
V Training & Development/Team Management: Imparting / organizing Product
awareness and training for channel partners' sales force & respective
key account representative. Leading, training & monitoring the
performance of team members to ensure efficiency in sales operations
and meeting of individual & group targets. Analysing team performance
in their day to day activities.
V Business Development: Identifying prospective clients, generating
business from new accounts & developing them to achieve consistent
profitability. Forecasting sales operations every month and quarter.
Employment Chronicle
Feb' 13 - Present Srei Sahaj e-Village LTD
Executive - MIS
KRA's & Main Responsibility
> Maintain huge data base which contains approx 4lakh data.
> Prepare and upload policies on client server.
> Prepare various reports (In MS Excel) and do analysis of the same month
wise.
> Maintain state wise database of policies
> Dispatch hard copies of policy bonds state wise.
> Takes care some part of claim settlement.
> Check compliance on proper policy creation.
> Manage clients and projects as and when required.
July'12- Feb'13
Executive - Quality
KRA's & Main Responsibility
> Prepare daily & weekly process report with dashboards & monthly review
PPTs.
> Prepare defect analysis report of the process month wise.
> Audit calls as per process requirements & completion of feedbacks day
wise.
> Prepare Tagging, long & short call analysis report (Weekly & Monthly).
> Conduct certification for new joinees & cross trained agents of various
processes.
> Doing dip test on new launch product, process & arrange briefing session
for existing team members.
> Identification of lacking areas of agents and sharing TNI data with
Training team month wise.
Dec'10 -July'12 Intelenet Global Services Pvt Ltd
Executive - Quality
KRA's & Main Responsibility
> Prepare daily & weekly process report with dashboards & monthly review
PPTs.
> Prepare defect analysis report of the process month wise.
> Audit calls as per process requirements & completion of feedbacks day
wise.
> Prepare Tagging, long & short call analysis report (Weekly & Monthly).
> Conduct certification for new joinees & cross trained agents of various
processes.
> Doing dip test on new launch product, process & arrange briefing session
for existing team members.
> Identification of lacking areas of agents and sharing TNI data with
Training team month wise
Mar'1 -Dec'10 Sparsh BPO Services Ltd
Asst: Team Leader (Ops)
KRA's & Main Responsibility
> Handling a team of 22 members for 6 months.
> Monitoring new agents to come up the learning curve and to increase
understanding of the process.
> Preparing Growth Action Plan for the team to identify the
opportunities and strengths for each team member.
> Preparing daily productivity reports for the team.
> Briefing sessions conducted for regular updates and performance
analysis.
Personal Vitae
Current Address : Shibpur, Howrah-711104.
Date of Birth : 1st Oct'1989.
Language Known : English, Hindi, Bengali.
Marital Status : Unmarried.
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