Avik Bhattacharya
Comprehensive problem solving abilities with excellent verbal and communication skills; ability to deal people with
diplomatically and professionally, willingness to learn, Team facilitator, having excellent customer service ability. Having
experience in both Inbound & outbound domestic-international Corporate Customer Service Domain, Retail,
Administration & WFM.
Personal Information
Year Of Birth:- 1983
Nationality:- Indian
Marital Status:- Married
Contact Number:- - /-
Email-Education
Bachelor Degree in Physics, Burdwan University
Work experience
st
Joined Organization: -Joined PEECON Software PVT LTD on 01 September’ 2013 as a Corporate Customer service
Campaign Manager for Spencer’s. To standardize Spencer’s Inbound & Outbound process, Customer Service & Retail where
again proved successful leader and met various matrix at different times. Vodafone is one of the leading providers of
Telecommunication services to Fortune 500 companies in the areas of Transaction. Helps the organization to achieve
corporate standard & helps the organization to generate revenue through increasing the customer base and to deliver as
per requirements. Experienced in generating real time & Historical Reports as per company guide line & is responsible to
share with Stake holders on a daily basis as per given timeline. Helped the organization to set up proper WFM Team
including MIS Team / RTA Team to track the performance on real time & historical Basis. Also to deliver the reports as per
client requirements. Also looks after the Administration Department for the site.
Key Deliverables:
Main KRA is Client Handling & Client interaction regarding day to day operation of corporate
customer service.
To provide End to End resolution to the customer within the given TAT by routing the case to
concerned departments.
Designed and implemented various courses and programs (Process – Based) for newly hired
associates for meeting Process’s need for high quality professionals, which contributed to the
reduction in failures (in the floor matrix) caused by the new hires.
Evaluation of operational practices and procedures and managing 200 /250 employees’ day to day
operation.
Provide direction to staff, ensure resolution of problem sets priorities and provide expertise and
leadership in assigned functional area and manage all client interaction and client communication.
Panning for contingencies with respect to people, workflow and operations processes. Monitor
implementation of processes and establish workloads and provide support in decision – making.
Meet quality norms of his unit. Motivate his / her team to achieve maximum productivity.
Attrition management-Associate and team. Arranging for backfills on a timely basis. Extensively
dealing with total collection figure and facts and responsible for the fulfilling the target of collection
of entire area.
Dissemination and adherence to processes / SLAs / guide-lines / audits & bringing about the desired
eradication of errors+ the enhanced C-SAT Scores. Immediate dissemination, briefing and Training
for all new product launches / processes /systems etc.
Benchmarking competitive Stores & Experiences in order to deliver better experience to our
customers.
Close looping of customer resolutions with the WW/WWE FSD.
Ensuring complete and proper documentation, AV /CV and CAF entry for all new customers through
the WW/WWE within their zone.
Has to look after the Admin Department for day to day activities.
Multiple projects initiated to ensure the desired quality output demanded by client & lead various
projects to make the organization profitable.
th
Organization: - Joined Aditya Birla Minacs Worldwide Ltd on 24 August 2009 as a Process Leader in IDEA Process. To
standardize IDEA Inbound & Outbound process where again proved successful leader and met various matrix at different
times. To standardize IDEA where again proved successful leader, met various matrix at different times. Aditya Birla Minacs
is one of the leading providers of Business Process Outsourcing services to Fortune 500 companies in the areas of
Transaction processing and Customer Care Services. Also acting as TL Controller in Videocon D2H Outbound Process for
Transitioning as per corporate standard & helps the organization to generate revenue and to deliver as per Client
Requirements. Experienced in generating real time & Historical Reports as per company guide line & is responsible to share
with clients on a daily basis as per given timeline. Helped the organization to set up proper WFM Team including MIS Team
/ RTA Team to track the performance on real time & historical Basis .Also to deliver the reports as per client requirements.
Key Deliverables:
Designed and implemented various courses and programs (Process – Based) for newly hired
associates for meeting Process’s need for high quality professionals, which contributed to the
reduction in failures (in the floor matrix) caused by the new hires.
Evaluation of operational practices and procedures and managing 200 /250 employees’ day to day
operation.
Provide direction to staff, ensure resolution of problem sets priorities and provide expertise and
leadership in assigned functional area and manage all client interaction and client communication.
Panning for contingencies with respect to people, workflow and operations processes. Monitor
implementation of processes and establish workloads and provide support in decision – making.
Meet quality norms of his unit. Motivate his / her team to achieve maximum productivity.
Attrition management-Associate and team. Arranging for backfills on a timely basis. Extensively
dealing with total collection figure and facts and responsible for the fulfilling the target of collection
of entire area.
Dissemination and adherence to processes / SLAs / guide-lines / audits & bringing about the desired
eradication of errors+ the enhanced C-SAT Scores. Immediate dissemination, briefing and Training
for all new product launches / processes /systems etc.
Benchmarking competitive Stores & Experiences in order to deliver better experience to our
customers.
Close looping of customer resolutions with the WW/WWE FSD.
Ensuring complete and proper documentation, AV /CV and CAF entry for all new customers through
the WW/WWE within their zone.
Handled escalations and ensured that the team constantly met the SLA.
Being the pilot TL helped the process to achieve desired goal and to deliver the high quality
output.
Handling span of 10 TLs at Videocon D2H Outbound Process as a TL Controller.
Making roster as per call flow forecasted by client to ensure meeting all the KPIs set by client.
Achievement
Transitioned various processes
Being part of the Transitioning Team collected the functional, operational requirements
from the client and was successful in implementing the same.
Got the best Team Leader award for three consecutive quarters.
Got the Extra Miler TL Award for two consecutive quarters.
th
Organization: - First Source Solutions Limited (Previously known as ICICI One Source Ltd) on 27 April’07. Got 1
promotion within eight months of production as a Team Executive reporting to Ops Manager.
st
Achievement
Got first promotion as Team Executive within 8 months of joining First Source Solutions
Ltd.
Awarded exceptional Performance Award by GM of the company for controlling
shrinkage and attrition of the process.
Got the best Team Leader award within Eastern India for delivering exceptional C-SAT
Score.
Kankei Relationship Private Ltd-From November 2006 to April 2007.
KankeiRelationship Private Ltd BPO:- India’s well renowned BPO; Provides end to end solution across spectrum
of industries.
st
Joined as CCE at Kolkata and worked for the 1 process Hutch owned by Kankei, where awarded
by the CEO of the company for giving excellent performance in the required time.
Migrated with Vodafone Process to First Source Solutions Ltd for excellent productive
performance with high quality outputs.
Achievement:Awarded by the CEO of the company for exceptional performance throughout.
Trainings:
Customer Care Management Training (ProsoftPVT.Ltd-Kolkata).
Yellow Belt Training
Star TL Certification.
TTT,TTQ,7QC Certified
References- Can be provided as and when desired.
Date:-
Signature
