Customer Service Manager
Resume:
Pallab Nag
S.D. Park, Kusumba, DOB:- *rd Jan ****
P.O. –Narendrapur, Ph no.:- 983******* (Mob.)/987-***-****
Kolkata – 700103. Email: *************@*****.***
PROFILE
Good team player with ability to achieve goals within stipulated time frames.
Articulate in communicating ideas and interacting with people.
Power to convince and motivate team members to put in their best.
Sincere and ability to grasp things quickly.
WORK EXPERIENCE
Dec 2009-Till date Organization:Computer Age Management Services Pvt Ltd
Post: Team Leader
Project: Mutual Fund & Insurance Processing
Responsibilities :
Managing team of 30 Data Entry Operators
To Ensure that the entire MF processing Till dispatch of docs get completed within stipulated Time..
Mutual Fund High Value processing & to ensure banking in HV / Transfer & HV NIGO handling.
Count Control-Sending summary & to ensure all trxn processed as per the Count Control .
To ensure all mails sent by BO regarding any Trxn processing related Issue has been replied promptly.
To ensure all the Insurance Apps processed same day and to handle all the queries related to Insurance.
Coordinating with the higher level management for any kind of updates in App processing.
Got an additional responsibility of handling new project of Commodities market .(UCX).
Got another responsibility of managing 15 Agents for HDFC Call Center (Kolkata) ..Inbound .
August 2008 – Dec 2009 Organization: SMART CALL CENTRE
Post: Process Manager
Project: Back office process USA.
Responsibilities:
Managing team of 10 Processors.
Managing attendance and attendance incentive for the team.
Attaining the targets through effective methods of self as well as the team.
Coordinating with the higher level management
Implication of the policies & strategies formed by the management.
September 2006 – August 2008 Organization: WIPRO
Post: Sr.Associate
Project: Inbound process (technical) USA.
Responsibilities:
Achievement of set target on a monthly & quarterly basis.
Implication of the policies & strategies formed by the management.
Perform better to increase productivity & quality levels.
February 2004 to August 2006 Organization: GTL Limited
Post: Executive Quality Sales Verification
Project: Outbound process and Inbound process (Credit card), USA.
Responsibilities:
Enhancing the Product Knowledge of Customer Service Associates thereby helping the Operations Dept in achieving their target more conveniently.
Responsible for maintaining stringent and meticulous quality control measures.
Providing continuous feed back to the Associates to enhance performance.
Coordinating with the Associates to perform better to increase the Productivity and Quality levels.
Giving feedback to Associates as per the compliance guidelines.
June 2003 to February 2004 Organization: Tata Aig Life Insurance
Telemarketing Executive:
Responsibilities:
Achievement of set target on a monthly and quarterly basis.
Preparing reports thereby updating the seniors with regard to the performance of allotted areas.
Providing continuous feedback to seniors as to the current and changing trends in the market to make our products more competitive.
Implication of the policies and strategies formed by the management.
SYNOPSIS OF ACHIEVEMENTS & ADDITIONAL RESPONSIBILITIES
Promoted as the Process Manager in the month of Jan 2009.
Helped new Representative with respect to floor requirements. Recognition given in this regard by the operation Manager.
Promoted as Quality sales Verifier in the month of May 2004 and incorporated the idea of maintenance of Clarification register for Verifiers so that everyone has a common understanding of the process.
Cleared the NISM (Module II B) in Aug 2012- marks obtained 71 %
EDUCATION
Post Graduate Diploma in Personnel Management (1998-2000) – Rourkela Inst of Mgt Studies.
One-Year Diploma Course in Computers from Unitech Computers.(2001-2002)
I hereby declare that all the information furnished above is correct to the best of my knowledge.
Thanking you,
Yours Sincerely
(Pallab Nag)
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