Deep Dutta

Experience

• 

  HTMT GLOBAL SOLUATIONS

  Aug 2007 - Nov 2008

  Customer Care Executive

  • Taking Prepaid Calls for WB Circle.• Highlighting major issues to the immediate supervisor for correct and fast resolution.• Maintaining all the KPI’s.• Taking care of Wavier and Domino’s for entire circle.

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  SPANCO BPO LTD

  Jan 2009 - Nov 2011

  • Involved in framing review with the team to ensure target fulfilment. • Studied the varying Average Handle Time and Fatal Error trend of the circle. Monitored the process adherence• Responsible for the performance on FTR% (First Time Resolution), Reduction and Creation of Services Request (Complaint), C-SAT (Customer Satisfaction).• Checking the correctness of closure/creation of Service Request (complains)• Managed activities spanning the spectrums of rostering, schedule adherence and leave planning for the employees. Coordinated with WFM team for generating circle roster.• Adept in needs assessment, developing process/system improvement strategies, detecting oversights, implementation and training and accordingly organised workshops for employees for enhancing their technical and soft skills.• Updating the Team with latest update by daily briefing & debriefing & taking escalated calls whenever required• Organising Weekly Review & Monthly Review for keeping the Team aware of their performances. Rewarding the Performers & guiding the non-performers to keep themselves motivated and growing• Real time monitoring of call queue & check upon the abandonment rate so as to take immediate steps to restrict the same Show less

  • Team Leader – Operation.

    Feb 2010 - Nov 2011

  • Customer Care Executive

    Jan 2009 - Jan 2010
• 

  IKF Technologies Ltd.

  Nov 2011 - Sept 2012

  Team Leader Operation

  • Handling a Team of 20 CCE (Customer Care Executive) & Reporting to Manager • Restricting absenteeism, Attrition and Non schedule adherence.• Coaching & Mentoring the Team members to enhance Quality & Productivity. Setting up Team goal with respect to Organizational goals and achieving the same.• Actively coordinated with other departments and escalating major issues to the concerned departments for immediate resolutions.• Involved in framing review with the team to ensure target fulfillment. • Studied the varying Average Handle Time and Fatal Error trend of the circle. Monitored the process adherence• Adept in needs assessment, developing process/system improvement strategies, detecting oversights, implementation and training and accordingly organized workshops for employees for enhancing their technical and soft skills.• Organizing Weekly Review & Monthly Review for keeping the Team aware of their performances. Rewarding the Performers & guiding the non-performers to keep themselves motivated and growing• Real time monitoring of call queue & check upon the abandonment rate so as to take immediate steps to restrict the same Show less

• 

  Atcis Technology

  May 2013 - May 2017

  Asst.Manager Operation

  • Working in various projects. I.e. Reliance prepaid / Reliance digital TV. / Dealer help line / SEPL / Reliance Special desk/Askme.com/ABP weddings etc.• Handling a Team of CCE (Customer Care Executive) and TL’s.• Responsible for motivation level and retention of manpower• Ensuring team's performance in terms of compliance with SLAs• Managing assessment and development of team members• Responsible for all the key matrices linked to PnL and revenue prospect.Handled various activities like Resource Planning, Quality Management, Recruitment, Identifying and Co-ordinating Training needs, Scheduling and Staffing for 24 hours operations, Effective Monitoring and Data Tracking for Higher Yield, Employee Engagement and Reward System with Setting up of Comprehensive MIS & PnL Show less

• 

  Magus Customer Dialog Pvt Ltd

  Oct 2017 - Apr 2018

  Assistant Operations Manager

  Customer Sales & Service

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  OFFSHOOT AGENCY PRIVATE LIMITED

  May 2018 - Sept 2020

  Operations Manager

  Handling Mobility and Fiber customer Sales & Services

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  Reliance Jio

  Sept 2020 - May 2021

  Operations Manager
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  OFFSHOOT AGENCY PRIVATE LIMITED

  May 2021 - now

  Operations Manager