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CV sutapa
- 1. SUTAPA CHOWDHURIE Mobile: +91 9851199287; 9831049049 ~ E-Mail: sutapa.a.chowdhurie@gmail.com Positions in Operations/ Client Servicing / Customer Support/ Training with a leading organization Offering nearly 11 years of experience in Customer Service, Client Relationship Management, Business Development, Training Module etc. Proficient in managing customer service operations in the assigned regions and successfully achieving the given targets. Experienced in streamlining of processes-simplification & automation and identifying gaps to reduce revenue leakage. Abilities in implementing policies for effective management of available human resources and development of human capital across the organisation. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions. Capable of maintaining harmonious employee relations among management & workers through efficient administration processes. Disciplined, prudent, self-motivated with strong communication & relationship management skills. Areas of Expertise Client Servicing: Managing customer centric operations & ensuring client satisfaction by achieving delivery & service quality norms. Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the work processes and thus managing cost-effective operations. Setting quality standards for operational areas & ensuring adherence to quality standards. Managing churn by providing value added services to clients and providing them prompt and timely support. Strategic Management: Coordinating budgets, forecasts and reports & accordingly effectuating business plans to attain maximum sales as well managing client contentment. Network/ Franchisee Management; Screening and selecting franchisees and setting up of requisite service infrastructure at Franchisee end within stipulated deadlines. Conducting time-bound training programs for franchisee sales and service delivery staff on products and processes thereby ensuring targeted growth. Team Management; Leading & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team. HR Functions: Managing the recruitment life-cycle for sourcing the best talent from diverse sources after identification of manpower requirements for new / existing departments. Conceptualizing & developing training & development initiatives for improved productivity, building people capability and quality enhancement. Identifying training needs through mapping of skills required for particular positions and analysis of the existing level of competencies. Career Recital Sr. Executive under Retail in CSD function with Aircel, Kolkata Since Dec07 Active member of the launch team; essayed a key role in the business & project development for front end. Analyzed the entire gamut of service points. Handled recruitment at the touch points, accounted for training for the show room execs. Monitored the first level retail team. Conducted regular audits on process as well as on activity. Assured that quality of service requests and close looping of the same as per set standards; conducting process reviews to enable strict adherence to process parameters and systems. Accounted for training & certification of the retail team. Played a vital role in identifying & baseline factors critical to Quality & Processes as per IPSOS parameter. Since Mar10 Administered following tasks successfully: Monitoring the entire CEF management process from distributor end to Vendor premises. CEF data entry for all accepted cases.
- 2. CEF not received barring visa vis CEF receivable unbarring for postpaid customers. Target Allocation to AV/CV Agencies for Post-Paid customers verification. Monitored AV agency performance through sample checking and TAT adherence for the AV/CV as per assigned SLA. Handled Re-verifications for AV Negative Cases & co-ordination of unbarring of Re-verification positive cases. Imparted training to Agency FOS, Backend and Supervisors for CEF Management as well as Address Verification vendors. Supervised escalation of Fraud sale and maintenance of sales return and AV/CV Rejections. Maintained AV/CV related complains and close looping cases by re-verification and unbarring of REAV positive cases. Initiated: Welcome Call co-ordination with external Outbound Call Center and monitored the AV positive post-paid customer complains and contact rate. Welcome Letter co-ordination for printing as well as delivery to Post-paid AV Positive customers and monitoring the external courier agency for delivery, printing & cross analysis with bill delivery feedback. Managing the entire Bill Delivery Activity till customer reach as per assigned SLA Monitoring Bill Delivery Agency performance. Supervising fraud delivery Reports and denting as per agreement RCA/analysis of all the Top Bill disputes, GAP identification, closure in coordination with cross functional team Identify Billing concerns and rectify base. Compliance to TRAI Metering and Billing Ensuring customer resolution within TAT , 100% CSAT and driving complaint reduction End to end closure of complaints Managing the entire Gamut of Refund for customers who have cancelled their connections and for customers whose AV is negative, from the point of preparing the data to deliver the same to customer via agency. Audit & Reco on all types of provisioning from plan activation to VAS activation. Monitoring TAT of 1st time activation to all types of provisioning Maintained payout of Agency bills as per agreement and denting as per policy for the above activities. Rewards & Recognition in Aircel Was rewarded as a champ, for maintaining & handling compliance with utmost perfection. Rewarded with Letter of Appreciation for being a part of the launch team in Aircel. Rewarded for good performance in managing the AV/CV show single handedly and for onboarding quality customers. Executive-Retail, CSD with Bharti Televentures Limited., Kolkata Apr04- Dec07 Highlights Managed the entire customer service activity of the assigned ARC (Parkstreet/City Center). Scrutinized SIM/SEF and other relevant stock availability for new sales & other forms for smooth RCCE/CCE functioning. Coordinated between TM/Retention coordinator/collection coordinator and the respective RCCE coordinator for smooth functioning of the ARC Organized certain proactive collection/churn management/up selling promo in coordination with the respective retention/collection coordinator and the marketing team, as and when its required. Accounted for cleanliness of the showroom and the RCCE/ CCEs productivity vis--vis customer experience. Implemented basic MIS to ascertain performance of the various programs. Imparted on job training of CCEs based on need analysis. Improved showroom service delivery on key parameters such as ECRM captures/ ICE/ Mystery audit/ FTR. Organized the customer contact days at the ARC as per pre-planned calendar Completed and certified the six sigma process on stealing the process of Name Transfer for customer reducing the TAT to 24 hours from 3 days. The same is now practised pan India. Initiative taken on starting practises likeACE and KNOW YOUR BUDDY to improve customer satisfaction level. Rewards & Recognition in Bharti. Rewarded 6 times with Letters of Appreciation for showing continuous commitment & effort in retaining post-paid customers. Rewarded with Letters of Appreciation for acting as an effective team player with excellent initiation, co- ordination and motivational skills. Rewarded with Letters of Appreciation for making my respective ARC the best among all showrooms by the company. Rewarded with Letters of Appreciation for solving the maximum no of customer complains. Rewarded for finishing the six sigma process on Ownership Transfer. Reducing the TAT from 3 days to 24 hrs.
- 3. Sr. Executive in the role of Business Administrator with Commercial Automobiles Limited, Kolkata May01-Mar04 Highlights Imparted on job training of the field staffs based on need analysis. Accomplished preparation of the IRR sheet. Ensured team bonding programmes and disbursement of salary on time. Successfully implemented Loyalty Programmes for the customers. Preceding Assignments Executive with JMD Advertising Agency, Kolkata Nov00- Apr01 Trainee, HR. with Micro & Macro Agency, Kolkata Jul00- Nov00 Academic Credentials 2001 Post Graduate in Public Relation under Bombay University. 2000 B.A with specialisation in Communicative English from Gokhale Memorial Girls College under Calcutta University. 1997 XII from CBSE Board, Dhanbad. 1995 X from CBSE Board, Dhanbad. Other Qualifications: Diploma in Computer Skill from CMC, Kolkata in 2002. Personal Dossier Date of Birth : 7th January 1981 Address : Pritha Apartment, 482 Mahamayatala, Near Mondal Para, Tentultala, Garia, Kolkata 700 084