Mowchumi Dutta
Mobile: - ~ Email:-
Seeking for a role where I can apply my technical, managerial & creative skills up to the best to
achieve organizational goals and to continuously strive to learn new skills in pursuance of an
objective of becoming a competent professional & build a promising career.
Work Exposure:
Lead Quality Analyst – IBM Daksh from Feb 2005 to June2013
Customer Care Executive – Finedge India Pvt Ltd from August 2004 to Feb 2005
HIGHLIGHTS:
Customer Retention Resolution oriented
Effective team PlayerSelf-Motivated
Strong Negotiation skillsEffective communication skills
Professional Synopsis:
Lead Quality Analyst: IBM Daksh Global Pvt Ltd (2010- June 2013)
Was responsible for auditing the emails and chats and provide feedbacks accordingly
Timely and effectively evaluating team member’s performance on monthly basis
Mentored most of the lead agents across the entire processes to take on the next level
Provide feedback for Designing Quarterly Rewards and recognition to motivate the team members and exceed the performance targets
Ensured a high-quality customer experience, analysing IR (Issue Resolution), elevating customer satisfaction, while adhering to the SLAs and work processes
Handled four teams of 15 - 20 executives to effectively and efficiently manage the SLA in terms of quality and productivity performance targets
Instrumental in ramping up New Hires Quality performance levels for the first 2 months of production with assigned targets on Weekly basis
Senior customer care Executive: IBM Daksh Global Pvt Ltd-)
Resolve customer issues and queries through live chats
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Formulated and enforced Service centre policies, procedures and quality assurance measures
Handle the complex and critical cases of customers and providing a proper resolution which meets their expectation levels.
Customer care Executive: IBM Daksh Global Pvt Ltd (Feb-)
Worked for a client who has a strong hold in the United States Telecom market
Resolve customer queries and issues through emails.
Escalate any unresolved issue to the senior executives available on the floor
Taking ownership of each and every email
Keep daily update about the new products and services that the organization offers
Ensured to go beyond customer expectations in each and every response
Met business expectations with ever changing metrics in an ever changing industry
Customer care Executive: Finedge India Pvt Ltd (August 2004 to Feb 2005)
Worked for a leading domestic telecom operator Vodafone formerly known as Hutch
Responsible for taking the inbound calls and address each and every concern or query
Resolving all the billing and technical related issues with utmost empathy and care
Forwarding the calls to the supervisor on duty for any unresolved issues
Taking notes of each and every call and ensured all metrics are met while fulfilling customer expectations
Achievements:
An astute performer with experience in Quality and Team Management.
Won various RNRs including GEM (Going the Extra Mile) and STAR (Super Talented Achievers
Reward) awards for three consecutive quarters of 2010-11
Demonstrated abilities in handling teams and accelerating the business growth.
Trained and ramped-up 3 NHT batches
Proven skills in managing teams to work in sync with the client set parameters & motivating them for achieving business and individual goals
Academic Qualifications:
Post Graduate Diploma in Information Technology from Sikkim Manipal University of Distance Education in June 2004.
Bachelor’s Degree in Arts (B.A.) from Delhi University in 2003.
12th (AHSEC) from Dhemaji College, Dhemaji, Assam in 1999.
10th (SEBA) from S.F.S School, Dhemaji, Assam in 1997.
Personal Details:
Date of Birth: 27th December, 1981
Fathers Name: Jiban Ch.Dutta
Marital Status: Married
Residential Address: A block, 24, Ground floor, Uppal southend, SS builders, Sohna Road, sector 49, Gurgaon, Haryana
Languages Known : English, Hindi, Assamese
Mowchumi Dutta