Manager Customer Service

PALASH ROY

Contact No: +91-727*******, +91-877*******

E-Mail: *************@*****.***

Address: **/* **** ******** ******, (Malir Bagan), P.O. - Baidyabati, Dist-Hooghly, Pin-712222 West Bengal.

Career Objectives

Long term commitment with an organization that will utilize my Technical, Management, Supervision & Administrative skills to benefit mutual growth and success.

Summary

5+ years of experience in Customer Service Management, Procurement Analysis & Team Mentoring.

Work Experience

Wipro Pvt. Ltd. (November 2014 - January 2016)

Job Profile

Role

Tenure

Senior Associate

Advisor

November 2014 - January 2016

Job Profile: Customer Service Advisor

●As part of the Customer Relations Project which supports the customers with billing and telecom services for a leading U.K Telecom Provider.

●Handling Complaints and closing them upfront without any further escalations.

●Maintaining and managing Team data for the team in absence of the team manager.

●Handled Customers’ escalations.

●Used to manage the Leave and attendance tracker for the other team members.

●Played a Pivotal role in driving Team’s A-SAT Score continuously for two quarters of 2015.

Wipro Pvt. Ltd. (Feb 2016 - Nov 2016)

Job Profile

Role

Tenure

Senior Associate

Advisor

Feb 2016- Nov 2016

Job Profile: Customer Service Advisor

●As part of the Chat Project which supports the customers with billing and telecom services for a leading U.K Telecom Provider.

●Handled customer queries over chat and provided resolution.

●Maintaining and managing Team data for the team in absence of the team manager.

●Played a Pivotal role in driving Team’s A-SAT Score and Quality score for the second quarter of 2016.

●Used to mentor OJT (On Job Training) batches.

Wipro Pvt. Ltd. (Dec 2016 - Feb 2017)

Job Profile

Role

Tenure

Senior Associate

Advisor

Dec 2016- Feb 2017

Job Profile: Customer Service Advisor

●As part of a voice based Project which supported the customers with technical queries over call.

●Handled customer queries over call and provided resolution.

Wipro Pvt. Ltd. (Mar 2017 - Present)

Job Profile

Role

Tenure

Senior Associate

Procurement Analyst

March 2017 - Present

Job Profile: Supply & Logistics Management

●Worked as an SME for NOKIA logistics Co-ordinator.

●Trained in SAP Module.

●Trained in Base))) and Base))) Harmony.

●Processed several Order and Invoice related tasks through SAP.

●Managed new team members and assisted them with training on BASE))) & SAP Module.

Key Skills

Excellent Communication Skills

Good Interpersonal Skills

Provide training and mentor new Joiners.

Proficient in VB

Proficient in Microsoft Office (MS Excel, PPT, Word)

Effective team player

Academic Credentials

Examination

Discipline

College/School

University/Board

Year of passing

CGPA%

Software Certificate

Computer Application

Ramakrishna Mission Shilpamandira Computer Centre

Self

2014

75.80%

B.Sc.

Pure Science

Raja Peary Mohan College

Calcutta University

2012

48.59 %

Higher Secondary

Science

Baidyabati Bonomali Mukherjee Institution

WBCHSE

2009

61.45 %

Madhyamik

All

Chandernagore Kanailal Vidyamandir

WBBSE

2007

69.00 %

DECLARATION

I hereby declare that the above information furnished is true to the best of my knowledge and belief.

Place : Kolkata Palash Roy

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