Customer Service Technical Support

Uttam Kr Das Gupta Mobile: 971*******/926-***-**** E-Mail: *****.*******@*****.***

Inclination to grow and evolve into PROCESS MANAGEMENT with multifaceted skills & to be an invaluable asset to reputed organization–

AN OVERVIEW

A result oriented professional with nearly 7.6 years of experience in BPO’s.

Currently associated with America Express India PVT ltd as a Relationship care manager/supervisor.

Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

Acting as an escalation gate to resolve critical issues of the team members.

Excellent communication & interpersonal skills with proven abilities in customer relationship management and team management.

Current Work Profile.

Handling client escalations for the process.

Regular interaction with US clients to provide Excellent Customer service

Monitoring and analysing the areas of improvement in Process training

Providing regular feedback to internal customer service representatives to fill the process gap.

Providing end to end issue resolution to clients.

Handling relationship between the company and the client by regular interactions.

PROFICIENCY FORTE

Executing service standards and guidelines that serve as benchmark for excellent service delivery thereby, contributing towards ameliorated service revenue generation.

Framing work direction and plan for the associates after thorough assessment of their capabilities. Preparing & presenting various weekly / monthly MIS reports pertaining to process and productivity.

Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Accountable for mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

Directing the team as well as ensuring that all sub programs are meeting the required targets set by client - Customer Satisfaction (C-SAT) and Call Quality.

ORGANISATIONAL SCAN

EXL Services ltd. Noida

July’2011- Till date

Key Processes Handled:

Title : BRITISH GAS

Role : CCE {Business to Business Collection}

Period : Since July’2011

Skill Used : Service Desk.

Synopsis : The project was executed with the following responsibilities:

My responsibilities include:

To remain as basic point of contact for customers with queries, complaints, feedback’s, requests etc.

Ensuring timely and professional responses to all complaints, requests and queries received.

Research and compilation of answers for informational requests from customers.

Proper recording and scrutiny of the complaints received.

Maintain and develop external party relationships.

Preparing reports on the activities of the Customer Care department or team.

Efficient dealing of complaints to completion and enabling satisfaction of customer.

Rendering useful administrative support to other members of the customer care team

IBM Daksh. Gurgaon

Nov’08-June’10 – Technical support

Key Processes Handled:

Title : NTL (TSE)

Role : Technical support

Period : Since Nov’08

Skill Used : Citrix.

Synopsis : The project was executed with the following responsibilities:

To remain as basic point of contact for customers with queries, complaints, feedback’s, requests etc.

Ensuring timely and professional responses to all complaints, requests and queries received.

Research and compilation of answers for informational requests from customers.

Proper recording and scrutiny of the complaints received.

Maintain and develop external party relationships.

Preparing reports on the activities of the Customer Care department or team.

Efficient dealing of complaints to completion and enabling satisfaction of customer.

Rendering useful administrative support to other members of the customer care team.

ACADEMIC CREDENTIALS

2006 - Secondary {C.B.S.E}

2008 - Sr Secondary {Commerce} {B.S.E.S}

2011 - B.A {English Hons} {B.S.E.S}

PERSONAL DOSSIER

Name : Uttam Kr Das Gupta

S/O : Samir Kr Das Gupta

Date of Birth : 02nd January 1988

Religion : Bengali

Linguistics : English, Hindi & Bangla

Present Address : B -52, South Ganesh Nagar, Gali no. 6, New Delhi

Marital status : Single

Date

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