Customer Service Sales

C URRICULUM V ITAE

SAMRAT M UKHERJEE

Address: * **.*.*.********* Lane

Uttarpara, Hooghly

Pin: 712258

DOB: 23sept 1979

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

Ph: +91-905*******

E xpertise : M icrosoft Excel, word PPT, Microsoft access and worked in different software (SAP, ERP,

PPAS, Avaya)

Work Experience:

Rasna Pvt Ltd (Asst Regional Operation-East)

1. Team handling, Backend operations-Sales supports both distributor and C.F.A.

2. Targets setting (for Stockiest sales team, stock reconciliation (Stockiest and Depot).

3. Achievements calculation for both secondary and primary(stockiest and sales persons)

4. Incentive calculation (Cumulative and spot) of sale person and stockiest.

5. NEFT Clarence, provide a/c details to internal and external customers.

6. Co-ordinate with IT team for system generated issue and settled them at priority basis.

7. Stock audit in Distributor point and depot

8. DSR report checking both in hardcopy and soft copy.

9. Billing.

10. Tools use : ERP,Exel,PPT,Word

11. Team Size : Sale force :40,TSM:6,SH=3,DEPOT persons=6,

12. Reporting to : SH,AGM an DGM

(Direct reporting to AGM.)

(From 05.04.2012 to till date..

Ivengel sales & services (Tata Tele service EBS) Operation Executive [East Zone] (From 04.12.2010

to ...31.01.2012)-

Responsibility highlighted

Coordinating with client (TTSL) and vendor (coordinating Sale operation, KOLKATA, maintaining

reports.(oracle reports, stock report, is)

(Work tool: Oracle, excel, PPT)

(Reporting toTTSL MANGER –EAST),

Karvy Data Management (Executive-Operations-East Zone)(From 08.09.2009 to 30.11.2010)

Responsibility highlighted

Driving operations of CAF PROCESS documentations (CAF-Tata Idiom and Docomo), quality checking,

scanning, warehousing, and coordinating with client and vendor regarding the business development.

Making daily report for internal and client operation.(KPI matrix,billing,mis,performance

chart,rostering)

(Reporting toTTSL COM-CAF –EAST),

(Work tools: Tips, DMS, access, excel, PPT)

ISmart Global Pvt, Ltd (Team Leader)- (From 05.12.2007 to31.08.2009)

Responsibility highlighted

Team handling (Team Size: 29) Direct interaction with the customer for all matters related to CAF

process. Monitoring agents performance and manpower allocations for ” documentation team,”quality

team”, “scanning team “and warehouse team”, Client escalation handling as well as Distributors

handling and develop back up and contingency plans. VTM monitoring and coordinating with the vender

regarding scanning and warehousing.

Making daily report for internal and client operation

Process owner at the Client end - for the purpose of routine checks, process control, handling issues &

maintaining the relationship. Efficient in handling team for processes.

(Reporting To: TTSL COM-PREPAID –EAST Work tools: Tips,DMS,access, excel,PPT)

Reliable Internet Services Limited –Smart GSM Services. Senior supervisor Escalation Dept [Kolkata]

(From 12.07.2007-30.112007)

Responsibility highlighted

SLA’s - productivity, turn-around-time, and system checks, and interact with client on transactional

issues Develop back up and contingency plans .Assess performance of Team Members and conduct

performance appraisals .Hold regular team meetings with Team Members to ensure that there is constant

flow of information and knowledge and resolution. Assist new hires such that they are productive on the

floor in the shortest possible time frame .Assess training needs, provide training opportunities and train

new hires .

Sparsh BPO (An Intelenet services LTD)- ( 19.06.2004-10.07.2007)

a) Customer Service Associate (CSA in Inbound) 04 June2004-22nd August 2005

b) From 23rd August 2005 worked as a Complain Resolution Cell (CRC)

c) From 1st February 2006 worked as a senior supervisor of BSNL OUTBOUND PROCESS

Responsibility highlighted

a) Taking calls of BSNL mobile and assist the customer regarding service.

b) Escalate complain regarding BSNL mobile through the software.

c) Handling the” complains team” for BSNL complain through different software (Remedy, Avaya, P-

PAS) coordinating with BSNL” JTO” and” SDE”.

Academic Record:

B.Com: (Year >2002) Bangabasi College of Commerce. (Calcutta University)

Higher Secondary Examination: (Year> 1999) Uttarpara Govt. High School. (W.B.C.H.S.E)

Madhyamik Examination: (year>1996) from Uttarpara Govt. High School. (W.B.B.S.E)

Strengths: Good Communication Skills, Counseling, Handling teams Team building, highly adaptable,

Proactive, Team worker, Responsible, Sincere & Patience and Customer handling.

Signature:

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