1. ResumeResume
Amit DuttaAmit Dutta
: amitdutta15@gmail.com & dutta_amit80@yahoo.co.in
: +91-9818121526
Present Address:
A-3, Plot No. 381, Ground Floor,
Niti Khand-1, Indirapuram,
Ghaziabad, U.P. - 201014
OVERVIEW
Have a total work experience of over 13 years in the area of customer service & business operations. I have
efficiently utilised my skills during the past tenure of my services and successfully achieved the targets assigned.
My career goal is to achieve professional excellence in my work through a process of learning combined with
experience and inclination. I wish to contribute vision, leadership and conceptual skills to my organization and
derive a sense of accomplishment in my endeavours.
TRAININGS ATTENDED
• Six Sigma Green Belt training from QAI. (Have completed a GB project in operations).
• Have successfully completed APEX training (One Year -Team Manager’s Training Program in Vertex).
• Business Communication, Team Diversity Training, Interpersonal Skills, Emotional Intelligence &
Transactional Analysis, Building team synergy etc.
• Have attended training on ITIL (IT Infrastructure Library) “best practices” & 5 day Cisco Certified
Network Associates CCNA.
• Certification in ITIL V3 foundation course.
EXPERIENCE ROAD-MAP
1. Colt Technologies India Pvt. Ltd.- Since 14th
Feb 2007
DESIGNATION: Working as Lead Analyst Technical Administrator in IP domain.
JOB RESPONSIBILITIES
 Provisioning IPVPN services which includes IPC Plus, CPE solutions, IPC connect and involves creation
of Transmission path in XNG interface, allocation of IP addresses for configuration of the services, creation
of special access details in case of L2TP and ISDN services. This is for all the countries where COLT is
offering IPVPN services directly or in collaboration with 3rd parties.
 Responsible for sending Quality, Productivity and OLA reports for dashboard on time and same has to be
discussed with the team in regular team meetings and to ensure that trend is on the +ve side.
 ITSM TTs – Troubleshooting and resolution.
 Responsible for strengthening the Communication between India and EU teams by regularly attending
(weekly / monthly) meetings with country project managers & to capture the feedback and drive
improvement actions.
 To ensure that all issue logs are timely updated and issues should be discussed in the team meeting as well
and see that there must not be any repeated issues.
 To ensure that Pipeline for all XTRAC queues (IPPIN, IPPRV, NIGOSC, IPAINFL) is maintained and
there should not be any backlogs.

2.  Training of new joiners and their process specific improvement plan.
 Responsible for resolving Process queries of team members.
 Being ISO SPOC also need to make sure that all the ISO docs are updated as & when required.
 Proactive & Reactive Quality checks for the team and sharing the constructive feedback for the
improvement and minimising such instances for team.
 To ensure that projects defined & agreed under ‘Improvement initiatives SSC India’ program, towards
‘Automation’; ‘Quality, Productivity, Lead Time & Process improvements’ and ‘Standardisation’ are
supported & completed as per the agreed timelines.
DESIGNATION: Senior Analyst Technical Administrator for Bandwidth.
JOB RESPONSIBILITIES
 Validating & creating sites & services and creating Circuit IDs
 To update the documentation in XNG once the circuit is delivered and WI comes to BDWXNG.
 Working on other tasks like IPERO & BDWROUT Cease.
 Raising internal orders e.g. Equipment recovery, Site Cut Back etc
 Responsible for generating daily log for quality checks for the entire team.
 Responsible for tracking & updating task Delay tracker, Rejection (NIGO) tracker & follow up with local
order management teams for continuous improvement plans..
 Responsible for maintaining TAT and SLA for various queues like BDWXNG, BDWSITE, IPERO &
BDWROUT.
 Working on various DQ reports & other quality reports which comes from data quality team which
includes updation & correction in both XNG & OHS.
 Doing daily allocation for BDWSITE, BDWXNG, OLOINTC, INTDEM & INTROUT queues & tracking
the same in XTRAC.
DESIGNATION: Senior Analyst- Order Processing.
JOB RESPONSIBILITIES
 Responsible for keying orders and customer information into COLT’s order handling system.
 Ensure that order and customer data is validated and complete to ensure smooth flow of orders through to
customer delivery.
 Liaise with the European Customer Services colleagues to correct or validate any missing order data.
 Liaise with the European Service Delivery teams to resolve their queries on missing / incorrect information
in Contract-Form
 Giving training to the new joiners on process, product & different applications used to deliver the service.
 Generating different reports on daily, weekly or monthly basis which impacts the business & taking
corrective actions if any gaps found.
 Working towards process improvement & to liaise with other departments within the organisation to
provide maximum customer satisfaction.
 Successfully completed a Green belt project to reduce rejections at billing level & as well as to reduce the
credit notes issued to the customer which in turn would reduce the number of customer disputes & would
save the company from loss of revenue.
2. Vertex (India) Pvt. Ltd for Powergen (U.K.) - July 2003 to Oct 2006
DESIGNATION: Senior Executive Quality.
JOB RESPONSIBILITIES
 Handling a team of 20 advisors in context to Quality & MIS related work.

3.  Facilitate implementation of quality standards & ensuring the achievement of the Quality
benchmarks set internally and by the client.
 Facilitate across the board understanding of the Quality standards so as to have all the people on the same
page via. Precision/Calibration Monitoring Sessions.
 Responsible for carrying out the team quality audits on daily basis & process audits on monthly basis & to
ensure people are adhering to the set standards.
 Co-ordinates feedback to Operations Development & Training (OD&T) regarding the effectiveness of
training.
 Interact with Training teams to optimise and take corrective actions on the basis of Quality checks.
 Assist in updating Sop’s/Quality related documentation.
 Demonstrate an orientation towards continuous improvement.
 Ensure the agents deliver to the defined requirements and timeframes.
 Responsible for providing guidance and co-ordinating solutions for agent queries.
 Was responsible for attending weekly calls to handle customer complaints & feedbacks.
 To provide the data on monthly basis to the management for R&R.
 Was also part of the ISO audit team.
3. Six months of industrial training as a part of the Hotel Management course from Hotel
Hindusthan International, kolkata (May 2001 to October 2001).
JOB RESPONSIBILITIES
 Responsible for handling reception.
 Responsible for taking, amending & cancelling reservations.
 To manage the entire business centre.
 Responsible for making all day end reports and updating MIS.
 Exclusively selected for the Imperial Lounge service, which is a private lounge with Bar, Dining Room,
Library and Board Room & Business Centre.
 Was responsible for attending the guests staying at ‘The Colony’, which was a very new concept of
personalised service to the elite class.
ACADEMIC QUALIFICATION
PGDHRM Narsee Monjee, Mumbai 2012
BHM – BSc in Hospitality Mngmt. IHM Kolkata 2000-2003
B.A. (Pass) Kirori Mal College, DU 1998-2000
Schooling Raisina Bengali Sr. Sec School, New Delhi 1998
PERSONAL DETAILS
Father : Mr. Alok Dutta
Date of Birth : 15th
Nov, 1980
Nationality : Indian
Marital Status : Married
Linguistic Proficiency : English, Hindi & Bengali.
Passport : Ready
AMIT DUTTA

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