Work History

Work History
Jun 2009 - Present

Specialist

Sistema Shyam Teleservices Limited

Key Responsibilities as a CSD Specialist-

·Taking complete care of Contact Center in terms of Training and Development & Quality

·SLA adherence and abandoned % within prescribed limit.

·Ensuring calls per subscriber within the company’s parameters

·Reduction of repeat call through root cause analysis and restriction on multiple callers

·Complaint reduction through proactive measures.

·Identifying areas of Training and imparting on a regular basis.

·Providing feedback based on call audits and improves quality.

·Rewards & Recognition program to improve motivation level.

·Taking complete care of Dealer/Retailer and Distributors in terms of CSD & Sales functionalities.

·Taking complete care of Q/R/C as per the industry standard.

·Responsible to manage Contact Center in terms of complete Customer Service.

·Recruitment activities for contact center TLs, QAs, Trainers and Agents.

·Assisting the partner trainers and QA’s in coaching, mentoring agents to achieve telecom savvy and customer centric CSR population.

·Barging and monitoring calls through voice logger/RTA ACD, for effective NHT handholding and sharing feedbacks with Partner QA team.

2006 - 2009

Lead

Bharti Airtel Services Limited

Key Responsibilities as a Lead (Airtel Enterprise Services) –

·Work in a team of truly professionals to ensure service is delivered efficiently to comply with customer service.

·Taking care of Corporate Provisiong of Voice & Data for Corporate Clients.

·Maintaing Data Of all Provisioning activation activities.

·Entertaining High-Usage Corporate Segment Customers.

·Providing First line support to corporate clients, provisioning of services on theirnumbers.

·Taking training sessions for product, process and service provisioning for AES entire team.

Backend Provisioning Team Senior Officer:

Responsibilities:

·Taking care of provisioning part of Corporate Clients as per their needs.

  • GPRS VAS Team Senior Officer:

Airtel Enterprise Services, Mobile (Blackberry, Edge, GPRS, Data Card) Division.

Roles & Responsibilities:

  • To interact with customer for their problems related to mobiles.
  • Handling the computer related problem of customers.
  • GPRS Mobile Office support to the customers.
  • Handling GPRS Support desktop.

Provide the Handset Support also to the Customers.

• Worked as a member of Apple i-Phone Helpdesk to solve iPhone queries of Corporate Customers.

Knowledge in this Field:

Having complete knowledge of Nokia, Sony Ericsson, Motorola, LG, Samsung and others and to troubleshoot with handset. And worked over Provisiong Software’s e.g. Oracle Order & Management (OM), ARBOR, Ecrm, PACS, MINSAT, CPS, & IECRM etc.

Reporting To: Manager (CSD) AES. Participated in creation and implementation of complete process for Airtel Enterprise Services, which includes defining Process Flows, Work instructions.

Looking after the Backend as well as the front end of the Customer Services. In the backend looking after the Workflow of the request logged by the CRE for all over India and in the front-end

Looking after the escalations of the same, and responsible for maintaining the SLA. Hands on testing the GPRS/MMS/WAP/NOP/BB related issues in the R&D Lab designed for ecstasy of customers.

GPRS Support: - Was responsible taking care of GPRS issues from front-end (Client Application) to the backend (Arbor O&M, Backend-Oracle).

Key Responsibilities as a CSD Trainer (Bharti Learning Systems Limited) –

·Work in a team of truly professional Trainers to ensure Training is delivered efficiently to In-house team to comply with customer service.

·Provide Product & Process Knowledge to In-house Team & N.H.I.P. recruits to impact performance in Customer Service & Sales Field.

·Taking training sessions for Pan circle CSD Team (Orissa & WB also)

Reporting To: Group Manager (T&PS) C.L., Participating in creation and implementation of complete process for Bharti Airtel Limited & Bharti Airtel Services Limited, which includes defining Process Flows, Work instructions & On Job Training.

Major Projects:

  • Done training for Provisioning Team on Activation & Documentation

( This program was a need identified on basis of different issues pertaining to the wrong documentation and the indexing of the same, hence done the classroom and the coaching to reduce the barring percentage, and equip the team with TERM( VTM ) norms and follow the proper guidelines for activating and maintaining healthy records of customers)

  • Done training for AV CV team to improve right verification and maintaining 100 % correct information of the customers.

(This program is being rolled out to manage effective customer verification policy and this is a circle driven activity, wherein monitoring the customers effective data and reducing fraudulent practices)

Education

Education
Mar 2000 - Apr 2003

DIPLOMA

Institute of Business Management

Skills

Skills

Knowledge of Computer

Knowledge of Computer. (Technical & Non-Technical) Workable Knowledge of M.S.Office, Internet.

Summary

“Currently, I am in Sistema Shyam Teleservices Ltd. as Specialist in CSD Kolkata looking after CSD Contact Center, Training and Quality for whole WB and Bihar circle (Kolkata & ROWB) & Handholding Contact Center. Apart from this I do take care of VAS UAT Testing Projects of the circle specific requirements also.

Additionally I have got the experience of Prepaid and Postpaid Contact Center handling and Provisioning verticals also in my previous assignments.”

Objective

CAREER OBJECTIVE

To be a part of the organization that leads to a career that's a perfect blend of excitement and challenges. An opportunity that allows the freedom to expand my mind laterally and career vertically and at the same time allows me to develop the unexplored potential within myself.

Interest

listening to Rafi Sahab songs & Net Browsing