Skilled in Non Voice & Voice customer support & team handling Co

Partha Somaddar

Ma Saroda Road, Pioneer Park PO+PS Barasat,

Near Helabottala More, 24 Parganas North Kolkata: 700124,

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

Mobile: 789*******

SYNOPSIS

. Total Work experience: 14 years

. Total Work experience in Telecom Domain : 9yrs 6 months

. Skilled in Non Voice & Voice customer support & team handling

. Core competency in inbound operations, retention, churn & collection

. Confident and flexible to work with the team.

. Excellent communication, relationship management and analytical

skills.

EDUCATION

I.C.S.E from Desouza English School -1988

C.H.S.E (+2) from Ispat Vidya Mandir-1990

B.Com Hons from Sambalpur University-1993.

DISM [Diploma in Information and Systems Management] Aptech. -1995-1997

E-Com from Informatics. -2001-2003

Personal Details

Languages Known : English, Hindi, Bengali and Oriya

Hobbies : Music and interacting with people &

reading

Marital Status : Single

Father's Name : Late Mrinal Kanti Somaddar

PROFESSIONAL EXPERIENCE

Magus Dialog

Dec 13-Apr 14

Team Lead/Trainer/QA/MIS for Getit Process

. Client interaction as & when required as per customer issues and

complaints related to freeads posting and getitbazaar sales.

. Auditing & Training

. External Call Calibration with clients.

. Worked for Domestic Quick Local Search Engine Getit which lists all

businesses including product suppliers and service providers within

the vicinity. Getit acts as personalized Indian online yellow pages

providing B2B and B2C information.

. Process providing B2B and B2C details of and commercial details and

. Maintaining daily KRA's.

. Training imparted to new joiners

. Looking after day to day KPI's

. Promotions from my team in the role of Team Leader

Computer Coaching

Sep 12-Dec 13

First source Solutions Limited Feb 07-

Aug 12

Process Leader in OPERATIONS

It provides services like banking and financial services,

telecommunications and media and deals with healthcare industry.

Job Responsibilities

. Working for Domestic Telecom Process

. Looking after the specialized team with an average of 26 months term

in the process which was a challenge.

. Client interaction as & when required as per domestic telecom customer

care issues and complaints related to network, recharge, roaming,

calling, phone deactivation/reactivation issues etc.

. Looking after day to day KPI's

. Maintaining daily KRA's

. Took the responsibility for Bengal ON JOB TRAINING of 76 associates

from March to August. Responsible for day to day training i.e. system

navigation, products and process. Taking care of admin, hr, transport

issues and handover to BAU (Business As Usual-Operations) with a

liaison with support departments.

. Motivate and organize others in an efficient manner.

. Provide purpose to the team for their job accomplishment

. Developing a self managing team.

. Lead and facilitate constructive communication

. Make the team work interesting and engaging

. Coach,Monitor

Achievements

. Letter of Appreciation from Employee Engagement & Vice President

operations during Business Continuity Planning in 2007

. Recognized as Best Extra Miler in 2007

. Won "Best Team" prize in Bengal Prepaid in 2007.

. Awarded "Torchbearer" for the month of June & July 2009 for Exemplary

Performance from Kol-Inroamer

. Awarded "Trailblazer" as team & Self for the month of

July,Aug,Sep,Dec,2009 & Jan, Mar,,Jun'10 for Kolkata Inroamer Process

. Awarded "Captain of the Quarter " for the month of Oct, Nov & Dec.2009

from Kolkata Inroamer Process

. Awarded "Trailblazer & "Torchbearer" as team & Self for the month of

July,Aug,Sep,2010 for Kolkata Inroamer Process

. Promotions from my team in the role of Team Executive, Quality Analyst

Certification Attended

Business Presentation skills

Employee Release System

Star Certification

Empower - Certification on Feedback and Coaching

Train to retain

Client certification -Train the quality

Reliance Communications Apr 03-Feb 07

Sr Customer Care Supervisory

Details: a wholly owned subsidiary of Reliance Infocomm which is a chain of

5 stars showrooms currently specializing in sale of Reliance India Mobiles,

Reliance India Phone [Landline] and various IT related services, R-Connect

and Broadband Services

Job Responsibilities

. Front Desk Sale as a Sales Executive for a period of two years selling

Reliance Prepaid, Postpaid and Corporate connections which also

involved door to door and visiting small scale industries. At the same

time making sure that the right kind of Plans & Packs were available

to the customers who were affordable as per their usage pattern or

their budget.

. Selling Skills and Techniques imparted to the new joiner

. Building and maintaining healthy business relations with customers &

corporate clients for further sales by ensuring maximum customer

satisfaction.

. Overall responsibilities for subscriber's queries, requests and

inquiries.

Detecting root cause of the customers problems/complaints

/dissatisfaction., Identifying the same.

. Taking corrective steps with the processes available. Providing first

time resolution on the spot or escalating the same to the backend for

resolution within Turn Around Time

. Issues handled. Service provisioning. Network issues, voluntary and

involuntary churn and all macds (make, add, change, delete) etc.

. Retention & Collection of Postpaid customer. Handling a team of 8 team

members[FOS]

. Reports Generation & Sending to RHK,

Zed Career Academy Jul 98-Aug 00

Faculty

Zed Career Academy mainly looks into enhancing computer skills of students

& organizing training programs.

Job Responsibilities

. Acquisition of new students through various school & college campus

. Corporate Training program for bank staffs, small-scale industries.

Promotion of franchisee through school projects and Marketing

activities. Maintaining liaisons with zonal office in Kolkata

. Taking care of the technical requisitions

Coaching Dec 93-May 98

OBJECTIVE

To flourish in the field of customer service, work with my utmost sincerity

and dedication in a competitive market and co-operative atmosphere and

above all to serve the organization my best ability.

DECLARATION:

I hereby declare that the information in this C.V. is true to the best of

my knowledge.

PLACE: KOLKATA: 700124 Partha Somaddar

DATE : / /2014 Signature of the

candidate

Contact this candidate