Customer Service Quality

ARINDAM MITRA

Address : P.O.& Vill- Mallickpur, Email : ************@*******.***

PS Baruipur, Kol-145 MB : 91-844*******

Objective :

Deliver quality performance and hunger to grow, using knowledge and experiences gained in the process.

Professional Snapshot :

A result oriented Customer Service professional with over 10 years of experience in the ITES sector.

Key Skills : Quick Learner, experience of call auditing, editing and Quality assurance, team player, adaptability, analyzing and decision making skills, excellent communicational and interpretational skills.

MILESTONES :

Handled US Online Educational as Quality Analyst. (ANUPAM TECHNOLOGIES )

Handled UK Outbound Survey and US Inbound campaigns as Quality Analyst. (XPLORETECH)

Handled UK TechSupport as Quality Analyst. (BVNS)

Implemented linking of Tickets and Defects to the corresponding mails which helped in improving quality and service to clients. (EREVMAX)

Working Experience :

ANUPAM TECHNOLOGIES, Newtown, Kolkata May 2013 till date

QA : Handled outbound educational campaigns.

Experienced in editing using softwares like CoolEdit and Wavepad.

Experienced in using Cute FTP, Voice Log Management, Skype, Microsoft Outlook.

Mentored the Subordinates/Associates and gave appropriate constructive feedback.

Handled a team of 15 QAs.

Taken proactive measures to improve overall process quality. (B2C)

FUSION BPO SERVICES, Park Circus, Kolkata Jun 2012 till May 2013

QA : Handled outbound and inbound campaigns, coaching and feedback through mail, call calibration on Skype, generated reports (PIP, Campaign Audits, Weekly feedback, Escalations)

Mentored the Subordinates/Associates with appropriate and constructive feedback.

Taken proactive measures to improve overall process quality. (B2C)

BVNS, CBD Belapur, Navi Mumbai Aug 2008 till May 2012

QA : Handled US Outbound Tech-Support

Trained new and existing agents to achieve desired results.

Call Calibration using Skype.

Maintained PIP Reports, Sales Conversion Reports and Overall Performance reports.

Created and implemented Sales Model to achieve maximum results.

Shift Supervisor : Handled inbound technical escalations, provided email and chat support. (B2C)

EREVMAX TECHNOLOGIES, Rajarhat, Kolkata March 2006 till Jun 2008

CSE : Handled inbound calls to troubleshoot technical and updation issues of RateTiger. (B2B)

Configured travelsites like Expedia, Lastminute, HRS, Travelocity, CentralR and Hotelsites like Amadeus and CRS like Synxis-Redx, Hubx for their updations in RateTiger for Rates, Availability, Stop-sell or Stop-loss for clients in US, Europe, Aus, Hongkong, UK. (B2B)

BVNS, CBD Belapur, Navi Mumbai June 2002 till Jan 2006

Sr.CCE : Achieved 2 spd (T-Mobile and 3 Outbound) for UK. (B2C).

Trainee CCE : Achieved 4 spd in lead generation campaign for UK Mortgage. (B2C) .

Educational Recognitions :

Prafulla Chandra College (South City Night), Golpark, Kolkata : 1996 till 2001

B.Com (Hons.) from Calcutta University in 2001 (49.54%).

Higher Secondary (Commerce) from West Bengal Board in 1998 (52.3%).

Elected by SFI as Game Secretary in 1998.

Stood 2nd in Inter College Music Competition held at RG Kar in 1996 (SABDIK `96).

Hartleys High School, Sarat Bose Road, Kolkata Till 1996

Passed Secondary Examination from West Bengal Board in 1996 (54.44%)

Represented the school in Cricket in 1994 and 1995.

Personal Details :

Hobby : Gardening, Internet Surfing and Reading books.

Languages Spoken : English, Bengali and Hindi.

Date :

Place : KOLKATA (Signature)

Contact this candidate