1. RAHUL SEN
House No. A-78, Chittaranjan Park, NEW DELHI, 110 019
Phone#: +91 9818201958 E-Mail: rahul9991103@rediffmail.com
Date of Birth: Oct-28 ’76
CAREER OBJECTIVE
Seeking a position of responsibility in a progressive organization which would encourage innovation
& allow me hone my skills, thus providing a well rounded development.
PROFESSIONAL SPANSHOT
• A successful result driven individual having capabilities to lead multi faceted activities in the
organization.
• Over all 14 years 6 months of experience in BPO Services.
• Worked as Product Support Engineer with HCL Technologies Limited BPO Services; in Noida.
• Exceptional communication and presentation skills with demonstrated abilities in training, team
building, leadership and driving front liners in achieving highest echelons of performance.
• Exceptional administrative skills to handle large organizational set-ups.
CORE COMPETENCIES
Company : British Telecom Group.
Designation : Process Associate
Period : May 2015 to till date
JOB DESCRIPTION:
• Dealing with Exceptions/cases of different types-related to different orders to make
sure that order will be progressed as per Tat without any delays due to Openreach, BT
and other CPs.
• Raise/Escalate issues to different departments, if there is a delay in order.
• My work is to progress the pending orders to make them fluid.
• My profile includes:Timely order completion, Reduce delay in orders,Appoint Engineers
for Customers,Provide resolution to the UK telecom services.

2. HCL Technologies Limited BPO Services. 7 March ’03– Till Oct 14 2014
Geo Connect Ltd 14 August 2001-Till February 2003
Product Support Engineer
• Worked in online Customer Service for My Order BT.
• Worked on Offline BT Queues.
• Working as online advisor in My Order BT.
• Supports TL as back-up.
• Been floor support on several occasions.
Training:
• Handling various continuous improvement initiatives in the process for new joiners and
up skills. Implementing strict measures in operating procedures to optimize
resource/capacity utilisation. Designing and developing various components, etc. for
improving processes.
• Training the new hires by using interactive discussions to help them learn and get a
better understanding of the process related issues. Demonstrating abilities in
implementing strategies aimed at achieving results by leading and motivating the
workforce towards accomplishing business and corporate goals.
• Handling various complex matters on call regarding customer ‘s open Orders dealing
with them on the live call and following it up later on so that order can reach it’s
completion stage travelling through Happy path.
• Developing Advisors by providing regular feedbacks on live call scenarios and on
monitoring of recorded call.
• Managing teams in absence of Team Leaders and Managers identifying the need of the
operational requirement such as Floor Adherence and SOT.
• Responsible for the management, organisation and co-ordination of the day to day work
of a team of customer service officers within H&F Homes’ customer services centre to
deliver the highest standards of services to customers. Ensure the customer services
centre is adequately resourced by liaising with relevant staff and planning resources
effectively.
• Maintain effective relationships with service colleagues, key stakeholders, contractors,
hard to reach groups, the wider community and other organisations to ensure the
effective delivery of customer services.
• Challenge current methods of service delivery and identify, recommend and implement
improvements. Keep up to date with customer services centre best practice to improve
customer satisfaction and reduce costs.
• Motivate, develop, coach, train, induct and formally appraise employees to set
performance standards, recognise achievement and deal with performance issues.
• Ensure that customer service officers achieve the required performance targets and
standards in accordance with the business plan. Monitor and report progress and
performance, provide feedback and take appropriate corrective action. Ensure that
personal targets and deadlines are met.

3. EDUCATION DEVELOPMENT
Bachelor of Arts: 1999
Delhi University.
LANGUAGE SKILLS
English, Hindi, Bengali
HOBBIES, INTERESTS & EXTRA-CURRICULAR ACTIVITIES
• Listening to Music.
PERSONAL DETAIL
Date of Birth : October 28, 1976
Sex : Male
Nationality : Indian
Father’s Name : Shri Ashok Sen
RAHUL SEN