Bishal Kumar Pradhan is a self-motivated professional with over 7 years of experience in customer support, quality assurance, sales, data analysis, finance, administration, and HR support. He currently works as an HR support/administrator/finance professional in Dubai, UAE. Previously, he worked as a customer service representative and quality analyst for a UK-based insurance client in Bangalore, India. He has a proven track record of excellent client service and managing workload in fast-paced environments.

1. BISHAL KUMAR PRADHAN
Email: bishalresu@gmail.com
Contact No: 055-6224-570
Location: Dubai, UAE
Summary
I am a self-motivated and result oriented professional with over 7 years’ experience in various functions such
as Customer Support, Quality assurance, Sales, Data analysis, Finance, Administration and HR
Support
I have a proven track record of providing excellent client service. I am most effective in managing workload
in a fast paced environment.I am equally comfortable working as part of a team, to meet company goals, as
well as independently
Work Experience
ECS ME LLC, Dubai
HR Support / Administrator / Finance Jun 2015 - Current
Key Responsibilities:
 Single point of contact between the higher management and Employees regarding any HR related
queries.
 Screen profiles to short candidates for the 1st round of interview
 Look up for profiles to match requirements with current openings
 Co-ordinate between candidates and clients regarding interview schedules
 Follow up with clients for feedbacks for candidates
 Develop and maintain a filing system
 Keep track of the administrative needs of the company.
 Complete On boarding of new employees.
 Visit banks to submit different request like Bank Guarantee and cancellations.
 Assist in collating attendance details of employees at different client locations for processing
payrolls.
 Attend calls at the reception
 Organize recreational activities for the employees
 Keep a track of inflow and out flow of company finances
 Make travel arrangements for new employees and guest
 Arrange for Hotel Bookings and Initiate Visa Processes (Employment/Tourist)
Firstsource Solutions Ltd, Bangalore, India
Customer Service Representative – for a UK based Insurance Client Jul 2006 - Jan 2011
Key Responsibilities:
 Managed a high-volume call load within a deadline-driven environment.
 Handled incoming calls from clients regarding their policies.
 Listen to client's requirement and provide proposals as per their requirement.
 Explain clients regarding the documentation process and other formalities.
 Was the first point of contact to make outbound calls to customers.
 Attain to customer complaints/grievances if any.
 Maintain a call record after every call and document the essential points for future reference.
 Maintain my SLA i.e. A.H.T, Hold time, Wrap time.

2. Quality Analyst /Team Executive for a UK based Insurance Client Jan 2011 - Feb 2012
Key Responsibilities:
 Monitoring calls for the associates.
 Marking the call on a score sheet.
 Providing feedback to the associate on the call that was monitored.
 Providing detailed analysis on the performance of the team that was monitored to the team leader of
that particular team.
 Take part in call calibration with team leaders and clients.
 Managing a team of Advisors and Quality Evaluators responsible for voice and Non voice
transactions.
 Conduct call calibrations for the Quality analyst and Team leaders.
 Regular review of Targets, Performance Development Plans, Action Plans & Voice of Customer.
 Provide leadership for developing and directing Quality Assurance and Quality improvement
initiatives (Cost-of-Quality reductions, Audit system, etc.) for all products, processes and services.
 Maintain my SLA as a Customer Service Representative.
Educational Qualification
 B.Sc in Computer Science, From Siliguri College, North Bengal University 2006
 Proficiency in Outlook, MS Office Tools (Excel, PowerPoint and Word) and Internet
applications.
 Diploma in 2d Graphics - on Corel draw, Illustrator, Photoshop, Flash from Arena Multimedia.
Training
 Completed over 10 Personality Development certifications at Firstsource, attended various skill
enhancement workshops at Firstsource including Six Sigma Yellow belt certification, Train the
trainer, Excel in Excel, GROW session etc.
 Completed a day’s module of customer service training. Topics included how to;
 Greet transfer and hold calls
 Build rapport, listen, clarify and manage conversational flow
 Manage upset customers, conflicts and challenging situations
Games and Sports
 Captain of the House football team. (Sainik School Purulia, W.B., India)
 Vice-captain of the School Football (Sainik School Purulia, W.B., India) that won the Kaushalya
Kataruka Inter School Football Team
 Member of the School (Sainik School Purulia, W.B., India) Football team that participated in the East
Zone Football Tournament.
 Winner of Inter house Table Tennis competition. (Junior and Senior) (Sainik School Purulia, W.B.,
India)

3. Personal
 Date of Birth Oct 7th 1985
 Languages Known English, Hindi, Bengali, Nepali.
 Interests Outdoor games, Reading Books, Photography.
 Gender Male
 Nationality Indian
 Passport No. M4661114
 Date of Expiry 18.12.2024
 Visa Type Residence Visa
Declaration
I hereby declare that the above furnished details are true to the best of my knowledge.
Yours sincerely
(Bishal Kr. Pradhan)