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A skilled and effective customer service and operation professional with over 6 years supervisory experience. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Competently implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. Responsible for successful strategic initiatives to improve team productivity and increase staff retention. A decisive action-orientated manager who successfully takes complete ownership of the customer service function.

Work experience

Jun 2014Present

Customer Service Manager

Future Group Retail Limited

Job Profile:- In Future Group Retail Limited (Big Bazaar) I am working as a Customer service manager a)Develop and implement customer service policies and procedures. b)define and communicate customer service standards. c)review and assess customer service contracts .d)oversee the achievement and maintenance of agreed customer service levels and standards .e)direct the daily operations of the customer service team.f)plan, prioritize and delegate work tasks to ensure proper functioning of the department .g)ensure the necessary resources and tools are available for quality customer service delivery h)review customer complaints .i)track customer complaint resolution .j)handle complex and escalated customer service issues k)monitor accuracy of reporting and data base information. l)analyze relevant data to determine customer service outputs. m)identify and implement strategies to improve quality of service, productivity and profitability .n)liaise with company management to support and implement growth strategies. o)co-ordinate and manage customer service projects and initiatives .p)evaluate and performance manage staff .Q)Identify and address staff training and coaching needs.s) Ensure that every customer is given attention. t) Ensure that every customer is followed and feedback is recorded. w) x) Establish a personal rapport with the customer. y) Maintain Credit Note and Exchange process. z) Leading any kind of sales promotion within the store.

Oct 2012Apr 2013

Manager (Customer care )

Bimal Auto Agency(Maruti Suzuki)
Job Profile:- In Bimal Auto Agency(Maruti Suzuki) I was working as customer care manager. a)Ensure that every customer is given attention. b)Ensure that every customer is followed and feedback is recorded)Ensure immediate closure of complaints and root cause analysis d)Ensure customer care team trained properly. e)Ensure to monitor the performance of customer care team’s)Establish a personal rapport with the customer. g)Organize customer meet every month. h)Ensure root cause analysis of complaints i)Ensure proper analysis on monthly basis. j)Ensure that dealer owner/CEO/GM is aware about the performance of the dealership on sales satisfaction. k) Ensure to be present during the delivery time. l)Update daily report and review presentation on regular basis. m) Prepare daily MIS Sales & Marketing Report. n) Prepare daily MIS Customer Services Report.0) Generation and distribution of daily,weekly and monthly reports as per agreed standards and timelines. p) Processed the data with the help of the on line system. q) Maintained the daily data in the MS excel sheets. r) Updated the report formats as per the instructions from the higher management
Aug 2010Apr 2012

Customer Care Executive

Tata Business Support Services limited
Job Profile: - In Tata Business support system limited a)I have to handle the complaint audit & escalation team’s b) Rectify the complaints of the process’s)Take the escalations  c)Audit complaint calls and gives feedback to the agents d’) Conduct training for complaint calls     e) Co-ordination with complaints closer team’s f)CMS monitoring g) Sending daily complain Audit dashboard.
Jun 2008Aug 2010

Customer Care Executive

Aegis BPO service limited
Job Profile: - 1) In Aegis BPO I had been working as Floor supervisor. I was working for IDEA dealer desk of Mumbai. I have to solve the products query, activation of number, recharge, network problem, complaint, request of dealer. a) Floor management b) Handling all the escalations for the process’s)Audit calls for NHT batch and give feedback. d) Giving quality feedback to agents. e) Sending daily reports to client. f) Taking care of new training batch. g) Maintaining weekly roster’s. h)Co-ordination with clients regarding product related query



Diploma In Computer Engineering(3yrs)

IETE, Delhi




SEBA , Assam


Language Skills

1.English 2.Assamese 3.Hindi

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Computer Skills:

MS Office: MS Word, MS Excel, MS Power point. Computer Assembling and Maintenance

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Professional Skills :

a) World class customer support b) Operation management c) Customer Service Management d)Front-End Supervision e) Team building & Training f) Staff management  g) Trouble shooting &Problem Solving h) Call center operations i)Complaint Handling & Analysis j) Report & Documentation k)Sales promotion
l) Increasing Loyalty

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Son of                                                        :                        Paresh Sarmah
Permanent Address                                                          Bisawnath chariali ,Assam
Date of Birth                                                                       January 31, 1987
Sex                                                                                      Male.
Religion                                                                               Hindu.
Marital Status                                        :                            Single
                                                                                                                                                                                                                                                                                              Your's Faithfully
                                                                                                         Bijit sarmah