CIRRICULUM –VITAE

Mritunjoy Das

Mo. No: +919*********

E-mail: actl88@r.postjobfree.com

CARRIER OBJECTIVE

To obtain a challenging position that will utilize my skills and experiences and provide me the opportunity for growth and advancement.

EDUCTIONAL QUALIFICATION

Intermediate from Rabindra Open schooling of West Bengal

Matriculation from WBBSE Board.

TECHNICAL SKILLS

Basic knowledge of computer (MS Office-word, Excel, Power Point, Microsoft Outlook).

WORK EXPERIENCE

SPICE BPO LTD- Working in inbound process of Dish TV (ZEE Network) as a Customer Care

Executive from 11th December 2010 to 18th May 2011.

JOB RESPONSIBILITY (SPICE BPO Services)

Giving proper resolution to customer over the call.

Helping to new joiners about product knowledge.

Maintain average handle time.

Maintain call quality with 85%.

STERIA ( I ) LTD-It is a multinational information technology services company. It delivers IT enabled business services, focusing on key vertical market sectors: public services, finance, telecommunications, utilities and transport. The company provides consulting services for its clients' core business processes, and also develops and operates their information systems.

Joined in 2nd September 2011 and working as a team leader in inbound process of SONY INDIA

JOB RESPONSIBILITY (S)

Managing a team of 18-20 Executives.

Responsible for Daily target as per the Service level Agreement for the portfolio.

Responsible for the Pick Up conversion and smooth relationship with the backend and MIS team.

Responsible for managing the Shrinkage and Undesired attrition for the team.

Taking Pre-shift and post shift team Hurdle on regular basis to update the Important Updates, Daily Target.

Sharing AHT & Call Quality on daily basis to identify low and good performer.

Maintaining Weekly roster and leave planner to prevent and reduce Shrinkage and Attrition.

Regularly Updating the Portfolio target on white board to bring to the Agents knowledge.

Attending client review on regular basis to update the status of the portfolio.

After closing of the portfolio releasing a MIS tracker to the clients with loop of the Process manager and head.

Auditing calls of the Agents on regular basis to deliver a good percentage of Quality.

Taking Demo calls to inspire the agents and to have the better process knowledge.

Concentrix Daksh India Pvt Ltd- Working in enterprises billing team of Du Telecom (Dubai Telecom Process) as a billing officer from 26th May 2015 to till date.

JOB RESPONSIBILITY (Concentrix Daksh India Pvt Ltd)

Giving proper resolution to customer by e-mail.

Helping to new joiners about product knowledge.

Maintain target of closing case.

Maintain e-mail antiquate with 85%.

PERSONAL INFORMATION

Father name - Lalit Das

Date of Birth - 24th November 1983

Permanent Address - Bichalighat, kallyani Pally Po-Garulia, Ps-Noapara

24 PGS (N)-743133

Sex - Male

Nationality - Indian

Religion - Hinduism

Language Known - Hindi, English & Bengali

Strengths - Punctual, Self Driven, Hard Working, Positive Attitude

Hobbies - Swimming

I hereby declare that the details furnished above are true and to the best of my knowledge and I take the possession of the documents of the claims made.

Mritunjoy Das

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