Customer Service Quality

SANTOSH KUMAR SINGH

**/*/*/* ********* Lane Kolkata - 700023.

Mobile: +91-905*******

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

Passport No. H4315527

Objective: To use my skills in the best possible way for achieving the company's goals

Career Profile:

From 3rd Dec 12 – Till Date

Zytrix Technologies Pvt Ltd. ( International)

QA Team Leader

Responsibility: Working as a Quality Analyst Team Leader in Zytrix Technologies Pvt Ltd., I need to play multiple roles to streamline the process :

●Client Interaction

●Provide the Functional Support and Direction to the team members on customer support needs

●Monitor, Identifying and Improving the performance of the team and coaching.

●Assist the training and identify training needs within the group.

●Maintain Team Motivation and focus, maximize productivity, efficiency while ensuring adherence with the SLA.

●Providing leadership and ensuring high level of motivation on process level.

●Expert knowledge on service procedures.

From 28th Sept 11 – 21st Nov 2012

Utsav Fashion Pvt.Ltd. (International)

Customer Service & Quality Analyst

Responsibility: Worked as QA in Utsav Fashion, the job profiles mainly involved auditing Emails, Chat and Calls of customer service. Conducting sessions on process improvement and providing feedback. Responsible for providing the analyst report which helps in business growth and to streamline the process.

From 9th Nov 09 – 16th March 11

Tatwa Bpo (Business Partner of Aircel)

Quality Control (Rowb)

Responsibility: Worked as a Quality Control in Tatwabpo, the job profile mainly involved in stimulating process improvement. Supporting streamline and simplify the process to achieve reliable results. Performing some activities that can help to bring about Quality Consciousness amongst the team aligned. Conducting call hearing sessions and giving feedback was also one of the major roles.

Achievements:

●Received an appreciation letter from the Client end (AIRCEL HEAD- CSD)

●Showed one of the best improvement trend for the team aligned

●Designed a Tools Usage Tracker

From 12th Feb 09 – 3rd June 09

Q n Q Research Insights

( Third Party Auditor of Vodafone /Planet M / Tata Indicom )

Research Assistant Trainee

Responsibility : Worked as a Research Assistant Trainee in QQRI, auditing the calls of Vodafone Call Centre, Prepaid as well as Postpaid the Circles Included – West Bengal (Kolkata and Rowb), Bihar and Jharkhand, Madhya Pradesh, Mumbai,Orissa, North East, and Assam.

Professional / Academic Profile:

B.A from IGNOU in 2008

H.S from N.O.S in 2000

Madhyamik from WBBSE in 1998

Software Proficiency:

Computer Knowledge: MS-Office, Internet.

Hobbies:

Listening to Music, Traveling, Net Surfing,

Reading Newspaper.

Personal Details:

Father’s Name : Mr. Kamala Singh

Date of Birth : 3rd January 1982

Nationality : Indian.

Sex : Male.

Marital Status : Single

Languages Known : English, Hindi, Bengali, Nepali & Oriya

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