Service Supervisor Customer

SUBHAS MONDAL

Phone:+91-891******* Email:*********@*****.***

LinkedIn: linkedin.com/in/subhas-mondal-60a21280 Skype: live:.cid.d928c40cf2265154

SUMMARY

Customer Service Supervisor having over eight years of work experience in the field of Customer Services

Hands-on experience in ensuring excellent customer services, securing and developing sales, responding to consumer inquiries and product concerns and providing directions as to product availability, and forwarding to necessary teams for investigation and resolution

Demonstrated ability to drive sales through the actions of others; superior knowledge of call center tools and technology used to manage KPIs and SLAs

Adept at managing the delivery of business processes by defining and implementing process improvement agendas, driving efficiencies, and using data to create better experiences for customers

Expertise in managing relationship, performance, and accurate implementation of strategic initiatives related to external outbound call centers; deft at setting performance standards and goals to meet revenue, quality, and call volume quotas

Proficient at thorough, detailed, and comprehensive management of end to end processes that cover the range from technical system interactions to customer-agent

SKILLSET

Administrative Functions

Customer Service Management

Issue Resolution

MIS preparation

Report and Document Auditing

Team Management

Sales Management

Issue escalation

Data Maintenance

TECHNICAL SKILLS

Microsoft Office (MS PowerPoint, MS Excel)

EDUCATION

Bachelor of Commerce, Netaji Subhas Open University, Kolkata, India, 2005 – 2009

Aviation, Hospitality and Travel Management Course, Frankfinn Institute, Kolkata, India, 2007 – 2008

EXPERIENCE

CCOD, Wipro Technology Ltd., Kolkata, India, March 2016 – Present

Implementing, monitoring, and reporting on targets and performance indicators; reviewing and summarizing reports, and identifying opportunities to improve KPIs including service measures, turnaround times, productivity, and variances in performance

Creating digital certificate and validating it every week; rolling out voice collated roster for the entire week

Maintaining shrinkage details of employees and keeping team leads aware of shrinkage; making multiple reports using Vlookup, Hlookup, pivot table, validation, and consolidate

Senior Associate, ADFC Pvt. Ltd, Mumbai, India, Feb 2012 – Sep 2015

Handled and resolved a variety of customer concerns, complaints, and questions by phone, email, and in-person

Handled technical issues for the customer and handled Nortel, Avaya, and Genesys system

Managed Work In Progress priority and escalated to management as required; recorded calls, processed requests, and updated account history with results of inquiry of include proper documentation

Ensured that certain file are followed up and prepared MIS in Excel; carried out various operational activities

Made reports of Debit card blocking and reissuing at the end of the day; made reports of dispatch for hardware issue to service center at end of the day

WORKSHOPS

One Week FLM training - To understand what are the responsibilities Team Lead should have and how to operate, Wipro

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