Archan

 Archan Biswas Mobile: - E-Mail:- ~ Middle Management Professional ~ With complete experience in Back-end Operations, MIS & Data Analyst with a reputed and growth-driven organization “Striving to upgrade knowledge and practices to retain excellence in the professional brief” BUSINESS SKILLS A “Performance Driven Professional” with experience of working with country’s most renowned groups such as Vodafone; Airtel; Dishnet Wireless Limited, Reliance Communications, ABP Pvt. Ltd. etc. Nearly 10 years of experience with Backend operations process & MIS related activities with the expertise in MS-Excel, MS-Word, PowerPoint & MS-Access. I consider myself as a sincere, loyal & dedicated individual who has a great deal of ambition towards learning & adapting new working environment to achieve goal through self-motivation and also add value to team performance as a responsible team member. Intend to build a career with corporate environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. Willing to work as a key player in challenging & creative environment. Strongly believe in Customer centricity as it is the key of every organization success. PROCESS EXPERTISE IN: • Strategic Planning• Back-end Operations • Operations Management • Team Management • Quality Service Delivery • Vendor Management DOMAIN KNOWLEDGE IN: • Telecom Proven expertise in branch operations, ensuring effective management to accomplish overall corporate objectives. Team leader who effectively meets goals through strong leadership, interpersonal communication, and analytical abilities. STRENGTHS: Operations Management: Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels. Assessing customer feedback, evaluating the improvement areas & providing critical inputs. Enlightening awareness about process through training sessions and discussions with the process teams. Advocating process compliance via regular review meetings. Liaising with various departments within organization to gain support / resolving issues. Process Management: Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters / systems as per defined guidelines. Providing feedback to the process associates based on quality audits and rendering suggestions for improvement. Ensuring CTQ delivery & business continuity. Team Management: Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members. ORGANISATIONAL SCAN Senior-Executive ADS, Circle ADS Coordinator & Back-end Support with ABP Pvt. Ltd. Apr’ 18 to Till now Responsibilities: Daily handling of Pre & post Ad-hoc freezing for ROB all publications. Maintain Sales data of all PwP and Non-PwP editions for West Bengal circle. Analyzing Sales executive wise Readers feedback about dailies and sharing report with Management. Coordination with all sales executive and IT team for the correction of incorrect data in database. MIS of target vs achievement of all executive for all publications for ROB Circle. Dealer wise unsold comparisons for all ROB editions of ABP, TT, TLKD, TTIS, & ABP-K. Maintain daily tracker of ABP, TT, & Ebela & Weekly Tracker off TTIS, TLKDS, ABP-K, & KK. Training to executive and FSO on ABP process. Outsource employee’s productivity analysis and incentive calculation. Preparation of ROB weekly & monthly Review Presentation. Collation and analysis of competition figure in ROB for ABP & TT Publication. Closer of Agent and customer complaints. Senior-Executive CSD, Circle TERM Lead with Reliance Communications Limited May’ 15 to Mar’ 18 Responsibilities: Auditing of Subscriber database for both CDMA and GSM and providing the MIS to NHQ. Submission of final subscriber database to TERM Cell after auditing for Kolkata and West Bengal circle. Coordination with CAF management cluster team and NHQ team for the correction of incorrect data in database. Responsible for document retrieval through coordination with NHQ, Warehouse and Clusters after receiving sample CAFs asked by TERM Cell. Curing the document as per TERM guidelines for final submission. Coordination with clusters for enhancing the documents to be picked up from the customers which are not eligible for submission to TERM Cell. Implementing the CAF-Annexure process according to guidelines provided by TERM. Supervising the agency for CAFs and related documents in terms of quality, scanning and storage. Preparing final Joint Signature Report after final audit. Training to Clusters, DST’s, Agencies and Channels on TERM guidelines. Liaise with TERM Cell in terms of CAF. Auditing of CDR and submitting the same to TERM Cell. Arranging the AV of the Abnormal calling subscribers and submission of final data to DOT. Team size – 2 on roll and 12 off roll. Senior-Officer CSD, MIS & Database Analyst CS–Compliance with Adecco outsource of Dishnet Wireless Limited, Sep’11 to May’15 Responsibilities: Preparing CEF Compliance Report zone-wise and distributor-wise. Validating database for non revenue earning customers. Preparing dashboards related to FRC of fresh customers to gauge the health of the business. Preparing TAT analysis on fresh activations starting from sales initiation to tele-verification. Daily Preparing and publishing the Compliance dashboard and sending the pendency details to various Cross Functional teams. Weekly & Monthly Circle and Regional Operation review presentation for Kolkata circle. Used to monitor and analysis from the agency level for tele-verification and physical verification status update prior to 9/11/2012. Provide analytical support by collecting data, analyzing trends, proposing relevant process improvement. Prepare and ensure active database submission to TERM Cell. Every month active database uploads in Aircel website for regulatory officer (Nodal dept.). SMS Broadcasting for CEF pending customer and day 7 barring. Daily preparing and publishing MNP tracker. Daily wise CRM Demography updation (customer details). Maintain VLR base. Sending monthly projection to Finance. Also Circulate of ad-hoc report time to time as per requirement of customer service Head and senior management team. MIS Executive Marketing with M. Raj & Associate outsource of Airtel Jan’11 to Sep’11 Responsibilities: MIS related to Marketing, releasing circle wise and zone wise prepaid acquisition. Making daily Acquisition Booster (FRC of prepaid customer) for WBO circle (Kolkata, west Bengal and Orissa) Maintain SOGA (Share of Gross Acquisition). MIS related to revenue , releasing analytical Weekly / Monthly Dashboard with Strategic RCA and action plans. Maintain Decay (M0 , M1 , M3), Gross Add and Bulk. Maintain Slab & Zone wise Activation & SIM selling Outlets. Making Daily MNP Tracker. Maintain slab & Zone wise MNP Acquisition and SIM Selling outlets. Quarterly planed jackpot mela for Airtel SIM Selling outlets(retailers). Maintain KRO (those retailer given >=100 activation) & NON-KRO (those retailer given <100 activation) Tracker.) MIS Executive CSD, with Technomake outsource of Vodafone Jan’10 to Jan’11 Responsibilities: Handling Frontend escalation and resolving the issues post coordination with Process Owners. Preparation of daily MIS trend for activation of postpaid Mobile connection. Monitor and analysis Login and Activation for Super CC department for Kolkata circle. Maintain call centre MIS. Assist the senior management team in presenting data to HOD. Providing data to backend teams for improving their productivity score. Also circulate Ad-hoc report time to time as per requirement of HOD. Vendor payout reconciliation & their payout calculation as well as providing / supporting data on monthly basis. Officer CSD, with Cogentech Management Consultant (P) Ltd. Outsource of Airtel Oct’07 to Jan’10 Responsibilities: Close looping of critical Postpaid customer complaints and communicating the resolution of customers’ complaints/requests. Handled Key processes - Bill Delivery, Service related (IVR issues, vas issues, DND Complaints),Customer Accounting, Provisioning related Issues( Account Updating , VAS Provisioning , Bill Plan Provisioning etc.) Resolution for all Complaints/Requests has been provided with extensive coordination with concerned Process Owners. Capturing voc and Critical feedback of the customers who have given us negative ratings and impacting Circle KPIs(CAR,ICE,CTI) Dispatching Customer Statement Of Accounts, Duplicate Bill and customer letters basis customer complaints/requests. Handled nodal {Kolkata and Rest of Bengal circle} postpaid and prepaid customer complaints and communicate the resolution of customer’s complaint/request/query. Key processes – Balance related , DND Related , Network Related (indoor / outdoor / call drop / echo / cross talk / one way speech / voice disturbances ) , Service Related (IVR / VAS ) etc. Capturing voc and Critical feedback of the customers who have given us negative ratings and impacting Circle KPIs(KASH). Team Leader with Nexus Connexions (P) Ltd. Outsource of Vodafone Mar’06 to Oct’07 Responsibilities: Preparing daily workload for staff & Co-orientating the daily allocation of work. Motivating the team to achieve high standards and KPI targets. Handling customers enquires. Dealing with and resolving problems and issues which arise. Monitoring and training up junior and new staff. Monitoring and reporting on standards & performance targets. Arranging & Charring weekly team meetings, focusing on targets achievements. COMPUTER KNOWLEDGE Diploma In Office Management. Diploma In Advance Internet. Diploma In Advance Hardware Engineering. Diploma In Advance Financial Accounting. Diploma In Advance D.T.P Basic Networking. EDUCATION 2015MBA from Sikkim Manipal University, Kolkata 2005B.Com from Calcutta University, Kolkata PERSONAL INFORMATION Date of Birth:11th August, 1984 Address:30 Mondal Para Lane, 1st floor, Side-Southeastern, Near- Bidhan Park, Kolkata-700090 Preferred Location:Metro’s