Team management, Operations management, Quality management

BITUPON SAIKIA

C/*/*/*, Balaka Abasan, New Town

Rajarhat, Kolkata-700156

Contact No.: - +919*********

Email: ***********@*****.***

Career Objective:

Perseveringly willing to learn, improve continuously & improvising

constantly & implementing skills to bring out highest excellence in work

field for leading a group in the organization.

Current Status:

Working as Team Leader, at Tata Consultancy Services Ltd., Kolkata.

BPO Experiences:

A) Leadership

Organization : Tata Consultancy Services Ltd., Kolkata

Client : RWE npower, UK

Designation : Team Leader -- Operations

Tenure : Since September 2013 to till date.

B) Leadership

Organization : Tata Consultancy Services Ltd., Kolkata

Client : RWE npower, UK

Designation : MIS

Tenure : Since June 2013 to August 2013.

C) Leadership

Organization : Tata Consultancy Services Ltd., Kolkata

Client : RWE npower, UK

Designation : Team Leader - Operations

Tenure : Since Feb 2013 to May 2013.

Key Responsibilities:

. Span of control to be 22 FTE's.

. Service Level to be maintained above the KPI.

. To complete the daily report on time.

. AHT (Average Processing Time) of team to be

maintained as per the set process target.

. Maintain consistent performance in all the

parameters.

. To co-ordinate with SME (Subject Matter Expert) for

the regular process updates and pass the same to the

Team.

Quality Control Responsibilities:

. Internal Quality to be maintained > 98 % and External

Quality to be maintained > 95%.

. To give the feedback to the team members on a regular

basis.

. To lay down training requirements based on the

quality of the team.

D) Leadership

Organization : Tata Consultancy Services Ltd., Kolkata

Client : RWE npower, UK

Designation : BPO Workflow Specialist (Senior Process

Associate/Backup TL)

Tenure : Since Sep 2010 to Jan 2013.

E)

Organization : Hinduja Global Solutions Ltd., Durgapur

Designation : Customer Relation Officer, KNE, Escalations

Department

Tenure : Since July 2007 to July 2010

Key Responsibilities:

. Answering to the customer's queries emphasizing

customer's satisfaction.

. Taking customer's request keeping the customer's best

in mind.

. Following all quality parameters for the excellent

call quality.

. Meeting the productivity & quality metrics.

. Maintaining adherence to schedule & attendance.

Personal Profile:

Name Bitupon Saikia

Father's Name Mr. Nomal Chandra Saikia

Mother's Name Mrs. Anu Saikia

Date of Birth 18.12.1986

Gender Male

Marital Status Single

Nationality Indian

Communication Skills:

English Read, Write, Speak

Hindi Read, Write, Speak

Assamese Read, Write, Speak

Computer Skills:

Diploma in Computer Application, MS-Office (Word, Excel, Powerpoint,

Macro).

Web Designing.

MS-DOS, Windows XP.

Major Strength:

Goal Oriented, highly focused and self-motivated.

Committed, Hardworking and quick learner.

Good communication skills.

Good interpersonal skills.

Academic Details:

B.Com in 2007 from Durgapur Government College, Durgapur, West Bengal.

Higher Secondary (XIIth) from Kendriya Vidyalaya C.R.P.F. Durgapur,

West Bengal in the year 2004.

High School (Xth) from Kendriya Vidyalaya C.R.P.F. Durgapur, West

Bengal in the year 2002.

Projects & Training Details:

Projects Project Details

Project Title : Reduction of Pending volume alarm

and Unworked aged alarm.

Structured Problem Platform : MS-PowerPoint and Excel.

Solving (SPS) Project Duration : 6 Months

Team Size : 1 Members

Description : Project done to reduce the Aged

Pending and Unworked volume alarm cases which are

kept as pend for a very long time.

Project Title : SKYNET

Duration : 1 Months

Internal Website for Team Size : 1 Member

the Process Description : Web Based Application, an

Internal website for connecting peoples and sharing

ideas and information's related to process.

I hereby declare that all information provided above is true to my

knowledge.

Date: 13/7/2014

Place: Kolkata [Bitupon Saikia]

Contact this candidate