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A professional aide with * years of experience in Client Relationship Management. Experience in Results-driven and seasoned Centre Manager with a proven track record of leading and optimizing operations. Experience in managing countrywide complaint. Familiar with CRM tools, Excel and other Client service software solutions. Being readily keen to learn and upskill, exploring to suitable career opportunity, where in self expertise, learning would drive to business and career way forward.. Senior Associate 08/2022 - 01/2024

Sysark Datasol Pvt Ltd

• Monitoring the functioning of LOB, Identifying improvement area and implementing adequate measures to maximize client satisfaction levels.

• Working of service now for escalating the incident with different IT department and arranging the bridge call with cross functional teams to resolve the major incident that impacting the work flow.

• Managing external reporting to the client and management.

• Maintained, interacted with customer consistently & nurtured, developed good customer relationship and yielded high customers’ satisfaction resulting to long term loyalty.

• Leading, mentoring, coaching and mentoring team member to ensure efficiency in process operation & meeting individual with group target.

Executive 08/2021 - 02/2022

Startek Aegis Pvt Ltd

• Executed & performed multifaceted functions of customers’ grievance, issue resolution, customer care, support related to Eureka Forbes, leading consumer appliance company with precision.

• Analyzed, processed each customer complain and referred, escalated various critical issue, glitches to support function team.

• Coordinated, synergised with support function teams & followed up progress till generation of satisfactory resolution.

• Applied various SAP CRM software tools, checked the history of service /complaint, prepared all reports and provided details to clients/customers.

• Consistently researched, updated customer list, effected new lead generation from various sources and worked for business development and referrals. Executive 03/2021 – 06/2021

Wipro Pvt Ltd

• Exposure of US healthcare sector.

• Handling the inbound/ outbound call of hospitals in North America. Provide the medical policies and upcoming appointments opt by the customer/Doctor.

• Marinating the performance tracker by AHT/TAT.

Angul, Odisha -759100 +91-934******* ad3x7r@r.postjobfree.com WWW: https://www.linkedin.com/in/tapash-kumar-behera-153380167? Professional Summary

Work History

2 P a g e

• Handled 100 calls daily with duties including proper handover the policy information with respective group.

Customer Advisor 05/2019 - 09/2020

Concentrix Daksh Pvt Ltd

• Implemented various functions of customer care, service, grievance resolution CRM activity of a Maruti Suzuki, leading car making company, country wide in a business domain with distinction.

• Brought about extensive personalised, tele & virtual interaction with clients & rendered resolution of various issues, technical problems strictly by SOP &

• Meticulously analysed, recorded, processed each issue, complain & escalated various critical issue, glitches to specific service team for needful, effective action.

• Utilized CRM tools, database, extracted, interpreted data & audited customer complaints, query resolution at real time.

• Researched, scanned, various sources, generated valid leads & coordinated with team for business conversion and new client acquisition

Education

Garduation

Ravenshaw University : 06/2017

Bachelor of Science (Chemistry)

Intermediate: Science

Kendriya Vidyalaya: Ranchi, Jharkhand 04/2013

Matriculation: Science 03/2011

Kendriya Vidyalaya: Delhi cantt, New delhi

Financial Statement Review Customer Acquisition

Data Preparation & Mining Proficiency in Excel & Advanced excel

CRM Software tools

Lead generation Sales

Incident Management

Ticketing tool (Service desk)

English:

Advanced

Hindi:

Advanced

Oriya:

Upper intermediate

Skills

Languages

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