DEBAYAN CHAKRABORTY

Experience

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  IBM INDIA Pvt. Ltd via INFO SERVICES

  Nov 2012 - Jul 2013

  Technical Support Engineer- L1

  Troubleshooting issues related to laptops and desktops and providing resolution. Providing information to customer’s query related to laptops and desktops. Handling software and hardware related issues. Arranging escalations to higher level (if necessary) to provide solutions to customer’s issues in a right manner. Communicating through call and email. Keeping a tracker of daily performance.

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  Wipro BPS

  Aug 2013 - Mar 2016

  Senior Associate

  Troubleshooting issues related to laptops and providing resolution. Providing information to customer’s query related to laptops. Handling software and hardware related issues. Selling new products and schemes to customers according to requirements. Working very closely with the service centers and vendors to develop a good all round understanding of process and technology. Arranging escalations to higher level (if necessary) to provide solutions to customer’s issues in a right manner. Communicating through call and email. Generating daily report and sumitting to supervisor. Helping supervisor to track team data. Show less

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  Teleperformance India

  Mar 2016 - Apr 2019

  Trainer

  Providing training on Settings,Troubleshooting,Specifications, Service Policies etc. to new hired employees related to Laptops, Desktops, Smart phones, Tablets, Motherboards, Graphic Cards, LCD, Wireless Routers. Conducting refreshers based on TNI Report. Preparing TNA and conducting refreshers based on the same. Generating batch file which contains all details and performance of new hired employees. Monitoring performance of the employees till 6 months from the floor hit date and providing refresher training to the outliers. Creating training contents as per requirements. Call monitoring and providing feedback to agents. Providing continuous coaching to process and product outliers. Providing training to agents and supervisors regarding newly launched products. Taking quiz to verify the minimum skills of agents and supervisors on monthly basis. Generating daily activity tracker at the end of the day . Attending Monthly Business Review with client and representing training team. Show less

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  Fusion BPO Services

  Apr 2019 - Jan 2023

  Senior Process Trainer

  • Supporting,monitoring and coaching newly promoted trainers • Conducting TTT (Train the Trainer) for newly promoted trainers on training KPIs and tools• Monitoring trainer performance in terms of KRAs• Preparing monthly trainer performance data and publishing the training dashboard• Preparing weekly and monthly review data and presenting internally and externally• Taking weekly and monthly review of the trainers• Managing internal and external escalations• Preparing KPI and tool based project to improve performance• Providing process training to new hire employees and conducting refreshers in the absence of trainer Show less

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  Omind

  Apr 2022 - now

  Agile Product Manager

  • Collaborating with stakeholders to gather, document, and analyze business requirements• Developing detailed functional specifications, including use cases, user stories, and process flows, to guide development teams• Serving as a liaison between business stakeholders and development teams, ensuring clear communication and alignment of expectations• Working closely with technical teams to design solutions that meet business requirements while adhering to technical constraints• Reviewing test results and facilitate resolution of defects and issues• Assisting in project planning, estimation, and scheduling activities• Tracking project progress and report on key metrics to stakeholders• conducting training sessions to ensure successful adoption of software solutions• Identifying and mitigate risks related to requirements, scope, and project delivery• Proactively addressing issues and escalate as necessary to minimize project impact• Maintaining strong relationships with clients by understanding their needs and providing responsive support throughout the project lifecycle• Gathering client feedback and incorporate it into future project iterations Show less