Chaman Zia

Experience

• 

  Reliance Communications

  Dec 2003 - Feb 2005

  Executive

  Company name: Reliance Infostreams Pvt. limitedPosition: Customer Care ExecutiveIndustry: Telecommunication Joined: 15th December 2003Left: 7th February 2005.Work description: Worked as a Call center executive and handled calls on: I. Billing issues of Reliance Hello and Reliance India mobileII. Handled Retention callsIII. Handled calls related to all sorts of complaint handlingIV. After sales request processing of all category of customersV. Network related troubleshooting Show less

• 

  Wipro

  Feb 2005 - Apr 2007

  Senior Associate

  Company name: Wipro BPO limitedPosition: Senior ExecutiveIndustry: BPO Joined: 07th Feb 2005Left: 26th April 2007Work description: Worked as a senior associate in United Health group Medical Insurance process and handled calls on following in Kolkata:I. Claims issues (complaint handling)II. Giving health care benefits Worked as a senior associate in Delta Airlines process and handled calls on following in MumbaiI. Baggage service center (lost and damage of baggage of passengersII. Ticket reservation by quoting and pitching best fares to US clients.III. Promote Car rental and hotel reservation partnersIV. Got several appreciations from callers. Show less

• 

  Bluedart Express Limited

  May 2007 - Feb 2014

  Senior Executive

  Key skills: Worked in Contact Center with following Skills:I. Team handlingII. Preparing All sorts of MISIII. Complaint handling both on Calls and Emails IV. Escalations and Helpdesk cases from Team membersV. Taking calls of both National and International clientsVI. Worked in BPO (both domestic and international)VII. Training and Grooming new comers.Job Summary:Responsibilities Tenure Company Team Handling 9 months Bluedart Complaint and Escalation Handling 5 years Bluedart International BPO 2 years 3 months Wipro Domestic Calls 7 years Reliance and Bluedart Training and mentoring new hires 4 years Wipro and Bluedart 1. Company name: Bluedart Express LtdPosition: Senior ExecutiveIndustry: Express distribution LogisticsJoined: 02nd May/2007Left: Still WorkingWork description: Working in Contact Center with following responsibilities.I. Complaint handling both on Calls and EmailsII. Escalations and Helpdesk casesIII. Net mail/Web mail reverts to clientsIV. Pickup and delivery coordination ( operations and cs )V. Revenue generation : Achieving and exceeding cash targetVI. Taking all sorts of direct calls like normal, complaint, Escalations, delayed shipments and no status callsVII. Daily huddle and team meeting on regular basisVIII. Conducting monthly tests IX. New comers training and grooming with regular feedback X. Agent wise Call recording and feedback sessions XI. Daily and Monthly Mis with CMS Show less

• 

  A.P. Moller - Maersk

  Feb 2014 - Jan 2016

  Process Analyst

  Company name : Maersk Global Service CentresProfile : Specialist (Process Analyst)Position : Senior ExecutiveIndustry : Customer Service in Shipping Date Joined : 24th Feb 2014Left : 8thJan 2016Work description : Working as a SPOC with following responsibilities.• SPOC for the UK Cluster (Scope)• Complaint and escalations handling and ensuring end to end resolution to the clients• CSOP Review and Update • Brand Delivery Analysis (Project)• CER Reports and Presentation• Case Management implementation• Mail Queue hygiene• Audits covered with Analysis • Gemba observations• Product tests for team• Error Log Updation and feedback sharing with team• Team handling in absence of Team Manager Show less

• 

  Ecom Express Limited

  May 2016 - now

  Position : State Head West Bengal Industry : Logistics Date Joined : 02nd May 2016Left : WorkingWork description : State Head, Customer Service with following responsibilities: • Responsible for handling major clients like Flipkart, Amazon, Snapdeal, AJIO etc on day to day basis in order to maintain smoothness in Service Delivery, Client satisfaction and Customer Satisfaction • State Head for West Bengal, Sikkim & Tripura.• Handling Team of 32 Customer Care Executives and 160 Delivery Centres• Performance monitoring of Pick-up Processing Centers, HUBs, Return Centers, Delivery Centres• Shipment life cycle & TAT Breach Management.• Delivery lead monitoring & conversion.• Performance review with team members on monthly basis • Training and Grooming new comers.• SOP Review/Update and implementation drive • Process implementation and audit on surprise visits • Bridge gap at Operational level through regular training on ground i.e Delivery center/HUB/Processing/Return Centers• 1st Mile, mid-mile and Last Mile Compliance Reports and Presentation• Complaint handling on customer visits, emails and calls too • Regular and On Call Client visits• Escalations and Helpdesk management• Audits and analysis on process effectiveness and quality aspect• Customer satisfaction analysis and way forward Show less

  • Deputy Manager

    Jun 2022 - now

  • Assistant Manager - East & Central India Reconciliation Lead

    May 2016 - Dec 2022