Subhajit Mallick CURRICULUM VITAE

Mobile: +91-768*******

Email: adg8el@r.postjobfree.com

Objective

To gain more exposure and utilize the learning and experience more effectively which will add value to the current profile.

PROFESSIONAL SYNPOSIS

Join Mansa BPO (known as IKF Technologies Limited) in the year of 2015 as Customer Care Executive.

Promoted as a Process Trainer on 5th December,2017.

Effectively managing the Training with key focus on optimal utilization of resources. Result oriented.

Conduct NHIT.

Conducted various product and process Test in NHIT and Live Floor.

Worked in IBM Concentrix in the year 2018 as Advisor

Join Orion Edutech Pvt ltd in the year 2019 as Training Coordinator CORE COMPETENCIES

Training Management

o Ensuring to meet Throughput and Certification.

o Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes.

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

o Supervising the preparation of reports to provide feedback to top management on the 0-30 days associate’s performance as per the requirement of Management.

Process & Client Servicing

o Mapping client’s requirements and ensuring rendering of effective solutions in line with the guidelines specified by the clients.

o Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

o Taking escalations for resolving critical issues. o Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels and future business generation.

Team Management.

o Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. o Conducting soft skills sessions of the associates. o Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

Accountabilities:

Handling Dish TV Outbound Process.

Handling a batch of 25 plus CSRs.

Monitoring their calls on Weekly basic giving positive feedbacks.

Conducting briefing to ensure complete product knowledge among CSRs.

Responsible to maintain discipline across the floor & training room.

Taking initiative to serve and satisfy our valuable Customer.

Preparing circle level reports like FATAL Reports, Conversion Reports, PSPKT etc.

Responsible for arranging Rewards and Recognition functions in NHIT. Also Looking the Appreciation Part.

Escalating the mails to the concerned Teams and Departments and Co-ordinating with then regarding and issues of the customers.

Handling Up-selling Project & Objective Awareness Project. Major Responsibilities Are in Shift of the entire process 1. Morning Pre-Shift briefing.

2. New updates briefing.

3. Call Quality.

4. Communication.

5. Fatal Analysis.

6. Revenue of the Process thru up-selling.

7. Taking care of Clients Interactions.

8. BQ session.

9. TNI.

10. NHIT.

Basic Activities

1. 0-30 Monitoring.

2. Feed Back.

3. Demo calls.

4. Floor Audit.

5. Daily briefing.

6. Call listening on Weekly basis.

7. Weekly Call Calibration.

8. Given training to new CSRs.

9. 0-30 Session.

ACADEMIC

Completed Secondary Examination from W.B.B.S.E.in 2010.

Completed Higher Secondary Examination from W.B.C.H.S.E.in 2012

Appearing Graduation from CU in 2013.

IT SKILLS

Good command on MS Office

PERSONAL DETAILS

Father: Late Prasanta Mallick

Date of Birth: 01st October 1994.

Address

Rajarhat, Bhatenda Kol-70135

.

Marital Status: Unmarried.

Contact this candidate