Customer Service Management

CURRICULAM VITAE

SOMEN KARMAKAR

Date of Birth : 13th November, 1978

Address : Kiran Appartment,1st Floor, Flat no – 3

*/***, ************ ******(extn.) Baghajatin Kolkata - 700032

Mobile : +91-983*******,801-***-****

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

Career Objective

A Personal from Operations is now offering more than 9+ years of rich experience and is now looking forward to join an organization of repute, wherein I can enhance my knowledge and expertise and utilize them for the betterment of the organization and can take my career to the new heights of achievements.

Present Employer:

DYNAMIC EQUITIES (P) LTD as “SR .EXECUTIVE”- BACKOFFICE OPERATIONS”(From November 2007 – Till date)

Reporting to: Head office – Operations

Key Deliverables:-

Customer Service:

Acting as an interface to the customers about propositions for better customer service & understanding.

Dealing with existing sub brokers to aware them about demat rules & regulations maintaining compliance related activities as per SEBI guidelines for depository division in sync with company guidelines.

Managing clients service operation for achieving quality services, assessing client’s feedback & suggesting area of improvement.

Executing quality improvement measure as per SEBI norm & internal quality for continual improvement in the services, ensuring higher customer satisfaction level.

Monitoring the post services activities like follow-up with clients & service remainder for superior customer service.

Operations:

DP:

Facilitating the receiving of delivery instructions,demat certificates and all kind of forms in terms of the compliance.

Maintaining all Demat & Registration profiles with total clients management of the company.

Converting of physical certificate to demat and vice-versa.

Checking of delivery instruction slip in terms of compliance.

Maintaining the procedures and documentation for easy claims in conjunction with the Finance & Accounts department.

Settlements of bills & Issuing refunds or compensation to customers.

DELIVERY:

Monitoring the risk factor of the clients (NSE & BSE)

Processing Early Pay In (NSE & BSE)

Processing the auction of daily Pay In (NSE & BSE)

Processing the Pay In & Payout process(NSE & BSE)

Monitoring and follow-up with Sub-Brokers to ensure timely and correct information related to Pay In & Pay out

Dividend processing

Preparing daily Obligation of BSE & NSE.

Administration:

Analyzing feedback and coordinating with the Administration/Marketing department for implementing the

suggestions based upon their feasibility.

Coordinating with departments such as Relationship Management, Sub-brokers, etc., in order to generate reports for analysis and improvement.

Preparing MIS report entailing to the client complaints, quality of services etc, with a view to appraise management of the process operation and assist in decision-making.

Previous Employer:

AIRTEL as a – “EXECUTIVE- CSD DEPARTMENT(BACKOFFICE)”(From – 2007 Feb – 2007 November)

Reporting to: Head office – Communication Department.

Key Deliverables:-

Customer Service:

By promoting different type of marketing plans and tariffs(PREPAID & POST PAID)etc. to the clients at different time to time by sms blasting for better communication, customer service & understanding.

Operations:

U & R, VAS, Grace promotional sms blasting for Kolkata & ROB.

Bill Cycle, Wc, Apef, Sef, Addon, Payment related sms(Cash & Cheque), Credit limit, Bvp, IVR, Sunday pack, Monsoon Mazza, Night Pack, Retension, Arc, Drop Box, Blackberry, Bill Dispatch, Datacard promotional and informational sms for Kolkata & ROB.

Preparing Daily Dashboard (SM, Broker, Network, Mobility, Audit, Monthly) and daily Checksheet

Daily updation of DND list of Kolkata & ROB and sending the mail to each department.

Previous Employer:

DWELL PUBLICITY as a DTP Operator(From December 2006 to January 2007)

Reporting to: DTP Department

Key Deliverables:-

Dealing with clients and know their needs.

Executing quality creative works to the clients to their satisfaction within the given time period.

Photo Editing.

Photo Reattaching

Creating Logo, Banner, Visiting Card etc

Previous Employer:

AIRTEL as a – “SALES EXECUTIVE - POST PAID Department”( From September 2005 to November 2006)

Reporting to: Post Paid Department

Key Deliverables:-

Dealing with clients and executing quality works to the clients to their satisfaction.

Managing clients service operation for achieving quality services, assessing client’s feedback & suggesting area of improvement.

Taking the calls and fixed the appointment

Describing the tariff to clients and collecting documents and cheques

Log a new number.

Professional Qualification:

Software Skills:

Adobe Photoshop

Windows-XP-98-2007

MS Office

Certification:

Certified in Depository Participants Module from NSDL.

Securities Operation & Risk Management.

Educational Qualification:

Completed “MBA – Finance” Degree in the year of 2013 from Sikkim Manipal University.

Completed B.Com (Hons.) from Calcutta University, Prafulla Chandra College in 2003.

Completed Higher-Secondary from WBCHSE Board, Prafulla Chandra College in 2000.

Completed Madhyamik Examination from WBBSE Board, A. K.Ghosh Memorial School 1998.

Hobbies

Cricket, Watching movies, Football etc.

Languages Known

English, Bengali and Hindi.

Declaration

I hereby declare that all the above details provided by me are correct to the best of my knowledge and belief.

Date :

Place : Kolkata

(Somen Karmakar)

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