Ratnadeep Datta

 Ratnadeep Datta Contact:- Email-Date of Birth:26th Aug 1977 Address:House no. C-62\7, Ashok Vihar Phase-2, Gurgaon OBJECTIVE:- Seek assignments with a progress-driven organization. Efficiently utilize my customer service, technical support and sales skills. To offer skills acquired over 10 years in service industry and gain opportunities for learning and growth. PROFESSIONAL EXPERIENCE Over 10 years’ experience of customer service , technical support and involving cross selling and up selling to small business and enterprise customer base. Proven skills in team handling/coaching in shadow of my team leader ensuring synchronization with the corporate-set parameters & motivating them to achieve business and individual goals. Precision in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and revenue goals for organizational and the Client. Possess proactive attitude, capability to think in and out of the box; excellent interpersonal, communication and organizational skills with proven abilities in team management and customer relationship management. Lead CRM Operations From August 2015 -Till Date Concentrix : (Process: Uber North America and Canada) Carrying out responsibilities in a 24/7 operations helping CSR responding to questions of riders and drivers through email support and phone support. Identifying customer impacting issues to increase customer satisfaction rate. Communicating new updates to the agents and taking up dipstick. Doing data analysis and provide feedback to the CSR. Responsible for meeting the Individual and the team goal every quarter. Participate in Calibration Sessions to ensure we are meeting client’s objectives. Provided training to new batches Reviewing the CSR’s tickets on a daily basis and closing the loop. Lead CRM Operations (Sep 2010- July 2015) IBM Global Process Services : (Process: INTUIT, Quickbooks Data Services) Responsible for resolving escalated issues for high-end customers. Trained and supported new agents in the conversion process. Regularly met with senior management and other departments to give progress reports. Produced and analyzed weekly reports for the team B2B Auditing and coaching front line agents. Conducting daily huddles for the floor associates regarding new updates Sr. Techincal Support Executive(Sept. 2008- May 2010) IBM Global Process Services : (Process: INTUIT, Quickbooks Core) Managed all data conversion. Mentoring new agents on floor, listening to calls and give feedback. Send weekly performance reports of each agent to the Manager. Weekly actual performance report of the SLA’s of the process sent to Team Leads & Manager. Worked for a project of Beta Testing for Quickbooks 2008, 2009 and 2010. Received highest number of customer compliments from customer and client. Technical Support Executive (May 2006 – Sep 2008) IBM Global Process Services : (Process: INTUIT, QuickBooks core) Sale of QuickBooks Accounting software to North American customers. Provided level 1 support to customers and resolved system and application level issues. Achieving targets & maintaining quality parameters of the process. Elected as the SPOC of the Team and motivated Team members to Achieve the desired level of work expected from them. Mapping Customers requirements and providing them the actual Knowledge of the product and services they are craving for. Additional Professional Activities & Initiatives: Received the Super Talent Achiever Award for 3 Quarters. Received the Unsung Hero Award in 2015. Received the Top Talent Award for 2016. ACADEMICS Bachelor Of Commerce , G.C. College, Assam University Diploma in Computer Applications. OS Platforms: Windows 7/Vista/XP/2003/2000/98/ MAC Online Server Support/networking Software Expertise: Lotus Notes and MS Office Suite (Word, Excel, PowerPoint, Outlook)