Customer Service Quality
Resume:
SUBHANKAR CHOUDHARY
Katwaria Sarai, Hauz Khas.
New Delhi: 110016.
Mobile: 971*******.
E-mail: ************@*****.***
To obtain a challenging position in dynamic surroundings that encourages growth and experience with the opportunity to learn.
Brief Overview
A competent professional with 6 years of rich experience in Quality Analyst & Customer Service.
B.Com. from V.B.University, Hazaribagh.
CFA from Brainware Computer Institute, Kolkata.
Work Experience
Jan’2015- Sep’2016 at Aviva Life Insurance Company Ltd, Gurgaon.
Operation Executive (Inbound Process).
Job Profile:
Serves customers by providing product and service information.
Discuss with customers on telephone and provide information on the company’s products and services.
Resolving customer’s complaints or forwarding them to the appropriate department for solution.
Record all conversations with clients with details of inquiries or complaints and action steps that were taken.
Call up customers who had previously called to complain to know if their issue have been resolved and to ensure that they are now satisfied.
Understand the company’s insurance policies and products and be able to tell whether a policy covers a type of loss or not.
Assist in soliciting sales of new products and policies.
Maintain strong relationship with customers.
March’ 2012 – Nov’2012 at Genpact India, Gurgaon.
Quality Analyst (Airtel Inbound Process).
Job Profile:
Working for Airtel mobility PAN INDIA process. To audit inbound calls.
Resolving issues proactively.
To ensure that the Quality parameters are adhered to.
Making sure that the process will hit the required number in terms of quality scores.
Calibration Internal as well as external done.
June’ 2008 – Dec’2011 at Aegis BPO Services Ltd, Gurgaon.
Quality Analyst/ Customer service associate (Airtel Welcome Outbound/Airtel QRC Inbound Process).
Job Profile:
Working for Airtel mobility PAN INDIA process. To audit outbound calls.
To audit the calls and enquiries as per the quality metrics and to provide regular feedback to the Agents and make sure that the entire floor will be on the same page.
Timely need to take briefing for updates or concern.
Resolving issues proactively.
To ensure that the Quality parameters are adhered to.
Giving regular feed backs to the Agents who are working for different lacking area.
Making sure that the process will hit the required number in terms of quality scores.
Calibration Internal as well as external done.
Call listening activity done for agents.
Scholastics
B.Com (Account Hons.) from V.B. University, Hazaribagh in 2005.
H.S.C (Commerce) from Bihar Intermediate Education Council, Patna in 2000.
S.S.C from Bihar School Examination Board, Patna in 1998.
Beyond Curriculum
One year CFA (Computer Financial Accountancy) program from Brainware Computer Institute, Kolkata during 2006.
Personal Dossier
Date of Birth : 26th June 1982.
Father’s Name : Mr. Bijoy Kumar Choudhary.
Mother’s Name : Late Mrs. Rita Choudhary.
Permanent Address : Nataji colony, College Road, P.O: Kulti, Dist: Burdwan, Pin –713343, West Bengal.
Marital Status : Married.
Languages known : English, Hindi & Bengali.
Nationality : Indian.
Shubhankar Choudhary
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