Navin Roy

Experience

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  ICCS -Business Process Management Company

  Feb 2008 - Aug 2011

  Asst. Manager (MIS)

  - Prepare Monthly Agent’s Performance Report by Analysing Agent Activities on Avg Handle Time, Avg. Call Wrap Time, Avg. Hold Time Login Time, etc..- Assist Operation Manager for Work Force Management (WFM) and perform Data and trend analysis, Real Time Analysis, Staffing & preparing rosters. - Responsible for Record Management and prepare various MIS Report and Dashboard. - Generate various reports through ACD and share with client. - Monitor Inbound Call queues at a real time basis and ensure delivery of SLA's.- Conduct Consumer Satisfaction Telephonic Survey and prepare summary dashboard.- Provide direction and communication to agents to ensure customer service calls are answered in a timely, efficient and knowledgeable manner.- Ensure appropriate training and other resources to employees in performing their jobs.- Conduct Team Hurdle on a regular basis to share performance feedback and coaching to each team member. Show less

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  IGITA KNOWLEDGE SERVICES PVT. LTD.

  Aug 2011 - Sept 2017

  Asst. Manager (Operation)

  - Provide Wireless and Cellular Spend Management and manage Wireless Data, Voice, Global, Long-Distance & Value Added Services. - Help clients on strategic decisions including BYOD.- Identify Thrifty Bill and Billing Errors include Slamming, Cramming, Double Billing, Contract Violations, Incorrected Tariff, Tax and Surcharge, Obsolete Services etc..- Review contracts, CSR, CDR, Invoice and tariffs for various services including LD, Data, Dedicated, Switched, Toll Free, Conference Call to ensure accurate service plans, billing, etc. - Prepare MCAD Report and verifies changes against existing carrier inventory.- Prepare Account Payable Report and allocate Cost Allocation by User, Department and Cost Center.- Handle Revenue Assurance to find Billing Related Leakage like Over-discounting, Incorrect pricing plan or pricing table, Late Billing, Billing on Wrong Item, - Identify cost savings opportunities by analyze inventory for service optimizations and elimination of unnecessary or redundant services and investigate variances.- Prepare various reports - Call Length Analysis, Frequently Called Lines, PIC Exception Report, calling Statistic Rate per minute.- Review pricing of different component and services including Local Loop, PICC Fee, and other third party charges.- Review 700 & 900 calls, Collect Calls, Calling Card calls, Third Number Call etc usage. Show less

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  WeekendR

  Dec 2017 - now

  Technical Trainer
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  Spend Cubes

  Mar 2020 - now

  Senior Manager