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Sudipta Das
Place: New Delhi,Mobile-8750169666
Email: getsudipto@gmail.com
Job Objective:
A challenging pursuit in a reputed organization where I can utilize my skills and strengths to achieve the
organization’s goal and objectives and get an opportunity to expand them. To work in an environment, which
provides ample opportunities for learning & growth, and be successful in whatever task acquired. If given an
opportunity I would be committed to the establishment with my utmost sincerity, honesty and dedication.
Personal Profile
• Date of birth: 19th
November 1980.
• Father’s Name: Late Mr. Aparesh Das
• Marital Status: Married
Education Qualification
• Diploma in Software Technology from CMC, Delhi
• B.Com from Guwahati University with Second Division
• 12th Std. from Commerce College, Guwahati with Second Division
• 10th Std. from Assam Board with First Division
Work Experience
Summary:
A results-oriented business professional with over ten years experience in the customer service industry.
Over seven years of managerial experience in 24 X 7 call center operations handling processes of up to 800
hundred seats (Mainly Telecom Processes Prepaid / Postpaid / DHL). Recognized time and again for the
ability to quickly assess call center operations and implement the proper balance of people, processes, and
technologies to improve employee productivity and achieve high client service levels. Possess excellent
leadership, communication, team building, strategic planning, and problem solving skills. Also having good
experience of 4 years in the Retail sector.
General Business Skills
• Directed staffs of up to 4 Assistant Managers &32 team leaders with 1500 plus employees.
• Excellent PC, MS Word, Excel & PowerPoint skills.
• Experience of initiating and implementation of Up selling in customer services call center operations
• Proven analytical ability for analyzing, developing and executing dynamic business models to boost
business profitability.
Current :
Wiesner Worldwide Kreations Pvt. Ltd.
WWK India is a 100% subsidiary of Wisner Product Inc, New York and started its operation in Delhi-India,
in the month of April, 2011. WWK India currently deals in number of categories including Kids Apparel,
Kids Footwear, Ladies Footwear, Kitchen, Home, Hosiery and Accessories. WPI, NY Company is worth
$400 Mn+. Our products are present in all the Large Format Stores across India and on online portals.
Our major clients in India are Reliance Footprints, Bharti Wal-Mart, Westside, Pantaloons,
Shoppersstop,Regal Shoes,Hypercity,Metro,INC5,Flipkart,Myntra,Amazon,Jabong.
Senior Manager-Key Accounts LFS (October-2012 till date)
• Managing 400 LFS and online accounts across India.
• Analyzing sales figures and forecasting future sales volumes to maximize profit.
• Monitoring product availability across all the stores PAN India and replenish stocks to ensure 100%
availability
• Planning and developing marketing and sales strategies.
• Effectively managing the manpower in all the stores across India
• Monitoring and review staff and store performance on a regular basis.
• Organizing, preparing and arranging promotional materials and displays
• Maximizing sales through effective merchandising.
• Managing the MIS for all 400 LFS and online accounts.
• Analyzing all the store performance individually and prepare action plans and ensure its
implications.
Aegis LTD. (An Essar Enterprise)
Aegis, a part of Essar Global, operates integrated BPO services with a presence in interaction services, back
office services and value added services. Aegis currently has revenues in excess of USD 180 million. It is
India's 2nd
largest BPO Company. Aegis has a global delivery model with across the United States, the
Philippines, India, Costa Rica, Kenya, Sri Lanka, Australia, New Zealand and South Africa with over 40000+
employees with expertise in Telecom, Insurance, Banking and Healthcare.
Manager - Operations – Vodafone UP East Prepaid (April-09 till 3rd
August-
2012)
Working in one of the biggest domestic process PAN India (Vodafone – UP East), & handling a team size of
1500+ executives, with 4 AM’s & 32 TL’s was a great learning experience.
Profile included:
• Planning & ensuring to meet all SLA’s & KPI’s of all business processes.
• Managing, motivating and leading teams of TL’s for running successful business process
operations with proven ability of achieving Service Delivery Targets.
• Weekly meeting with Assistant Managers / Team Leaders to discuss their achievements & drawing
plan for areas of opportunity.
• Designing and driving exciting R & R programs on site to keep the entire team motivated and
drive the process performance on different KPI’s.
• Monthly review meeting with Clients & business leaders to discuss and review process
performance on operations parameters.
• Launch and implementation of any new process.
• Involved in recruiting new hires (CSA’s & TL’s) to ensure quality people on floor.
• Was involved in the formation of GPRS desk.
Job Achievements
• Introduced & implemented the concept of Split Shift & Part Timers to boost profitability.
• Ran successful projects in bringing down the ACHT of the process post call center charging.
• Was also responsible to bring down the ALD %age of the process by 50% by introducing new
processes.
• Successfully increased the FCR %age & was recognized for reducing complaint %age for process.
AEGIS LTD, KOLKATA
Assistant Manager (Customer Care—Inbound for Tata Indicom) - January
2007-Mar’09
Responsibilities:
• Coordinate with the heads of various departments like Sales & Marketing, Backend Office to resolve
customer queries and complaints.
• Manage and motivate a team of 184 call center executives and 7 team leaders to ensure excellent
levels of customer service.
• Monitor their call handling ability and give feedback, and suggest improvements.
• Active role in recruitment of new CSRs, conduct training programmes regarding products and services
for recently joined executives, and carry out their annual appraisals.
• Manage administration in the office and provide required support to the front-end team to enable
them to achieve their KRAs.
• To meet the targets on a daily basis of SL, Quality, ATT, Repeat calls etc.
Achievements:
• Rated as the best Manager in the half yearly review and received a commendation certificate from
the COO.
BHARTI AIRTEL LIMITED, NEW DELHI (PROCESS UP EAST FOR POST-PAID)
Team Leader (Customer Care-Care Touch-Inbound) - May 2004 to Dec
2007.
Responsibilities:
• Coordinate with the heads of various departments like Sales & Marketing, Backend Office to resolve
customer queries and complaints.
• Manage and motivate a team of 15 call centre executives to ensure excellent levels of customer
service.
• Monitor their call handling ability and give feedback, and suggest improvements.
• Active role in recruitment of new CSRs, conduct training programmes regarding products and services
for recently joined executives, and carry out their annual appraisals.
• Manage administration in the office and provide required support to the front-end team to enable
them to achieve their KRAs.
• Manage the operational floor by monitoring service levels, taking appropriate decisions, daily
monitoring of quality and production, providing relevant feedback to the sales and marketing team
and generating MIS reports.
Achievements:
• Rated as an excellent contributor and received a commendation certificate from the Managing
Director, Mr. Sunil Bharti Mittal.
i2i ENTERPRISES LTD, NEW DELHI
(Process-HDFC Standard Life Insurance)
Sr. Customer Care Executive - Nov 2002 to April 2004
Responsibilities:
• Handled inbound and outbound calls for HDFC Standard Life Insurance; provided accurate information
to customers regarding different schemes.
• Assisted the HR department in their recruitment drives and trained new employees.
• Monitored quality and identified areas of improvement for the executives; gathered and analyzed
performance data of the team members and communicated performance results to them.
Achievements:
• Received commendation certificate for being a top performer, and maintaining punctuality and
discipline.
LIASON INTERNATIONAL, NEW DELHI
Sales Executive (June 2002 to Nov 2002)
Other Details
• Undergone IRDA Certification.
• Software Proficiency: MS Office, Windows XP
• Language Known: Hindi, English, Assamese and Bengali

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Sudipto CV

  • 1. Sudipta Das Place: New Delhi,Mobile-8750169666 Email: getsudipto@gmail.com Job Objective: A challenging pursuit in a reputed organization where I can utilize my skills and strengths to achieve the organization’s goal and objectives and get an opportunity to expand them. To work in an environment, which provides ample opportunities for learning & growth, and be successful in whatever task acquired. If given an opportunity I would be committed to the establishment with my utmost sincerity, honesty and dedication. Personal Profile • Date of birth: 19th November 1980. • Father’s Name: Late Mr. Aparesh Das • Marital Status: Married Education Qualification • Diploma in Software Technology from CMC, Delhi • B.Com from Guwahati University with Second Division • 12th Std. from Commerce College, Guwahati with Second Division • 10th Std. from Assam Board with First Division Work Experience Summary: A results-oriented business professional with over ten years experience in the customer service industry. Over seven years of managerial experience in 24 X 7 call center operations handling processes of up to 800 hundred seats (Mainly Telecom Processes Prepaid / Postpaid / DHL). Recognized time and again for the ability to quickly assess call center operations and implement the proper balance of people, processes, and technologies to improve employee productivity and achieve high client service levels. Possess excellent leadership, communication, team building, strategic planning, and problem solving skills. Also having good experience of 4 years in the Retail sector. General Business Skills • Directed staffs of up to 4 Assistant Managers &32 team leaders with 1500 plus employees. • Excellent PC, MS Word, Excel & PowerPoint skills. • Experience of initiating and implementation of Up selling in customer services call center operations • Proven analytical ability for analyzing, developing and executing dynamic business models to boost business profitability. Current : Wiesner Worldwide Kreations Pvt. Ltd. WWK India is a 100% subsidiary of Wisner Product Inc, New York and started its operation in Delhi-India, in the month of April, 2011. WWK India currently deals in number of categories including Kids Apparel, Kids Footwear, Ladies Footwear, Kitchen, Home, Hosiery and Accessories. WPI, NY Company is worth $400 Mn+. Our products are present in all the Large Format Stores across India and on online portals. Our major clients in India are Reliance Footprints, Bharti Wal-Mart, Westside, Pantaloons, Shoppersstop,Regal Shoes,Hypercity,Metro,INC5,Flipkart,Myntra,Amazon,Jabong. Senior Manager-Key Accounts LFS (October-2012 till date)
  • 2. • Managing 400 LFS and online accounts across India. • Analyzing sales figures and forecasting future sales volumes to maximize profit. • Monitoring product availability across all the stores PAN India and replenish stocks to ensure 100% availability • Planning and developing marketing and sales strategies. • Effectively managing the manpower in all the stores across India • Monitoring and review staff and store performance on a regular basis. • Organizing, preparing and arranging promotional materials and displays • Maximizing sales through effective merchandising. • Managing the MIS for all 400 LFS and online accounts. • Analyzing all the store performance individually and prepare action plans and ensure its implications. Aegis LTD. (An Essar Enterprise) Aegis, a part of Essar Global, operates integrated BPO services with a presence in interaction services, back office services and value added services. Aegis currently has revenues in excess of USD 180 million. It is India's 2nd largest BPO Company. Aegis has a global delivery model with across the United States, the Philippines, India, Costa Rica, Kenya, Sri Lanka, Australia, New Zealand and South Africa with over 40000+ employees with expertise in Telecom, Insurance, Banking and Healthcare. Manager - Operations – Vodafone UP East Prepaid (April-09 till 3rd August- 2012) Working in one of the biggest domestic process PAN India (Vodafone – UP East), & handling a team size of 1500+ executives, with 4 AM’s & 32 TL’s was a great learning experience. Profile included: • Planning & ensuring to meet all SLA’s & KPI’s of all business processes. • Managing, motivating and leading teams of TL’s for running successful business process operations with proven ability of achieving Service Delivery Targets. • Weekly meeting with Assistant Managers / Team Leaders to discuss their achievements & drawing plan for areas of opportunity. • Designing and driving exciting R & R programs on site to keep the entire team motivated and drive the process performance on different KPI’s. • Monthly review meeting with Clients & business leaders to discuss and review process performance on operations parameters. • Launch and implementation of any new process. • Involved in recruiting new hires (CSA’s & TL’s) to ensure quality people on floor. • Was involved in the formation of GPRS desk. Job Achievements • Introduced & implemented the concept of Split Shift & Part Timers to boost profitability. • Ran successful projects in bringing down the ACHT of the process post call center charging. • Was also responsible to bring down the ALD %age of the process by 50% by introducing new processes. • Successfully increased the FCR %age & was recognized for reducing complaint %age for process. AEGIS LTD, KOLKATA Assistant Manager (Customer Care—Inbound for Tata Indicom) - January 2007-Mar’09 Responsibilities:
  • 3. • Coordinate with the heads of various departments like Sales & Marketing, Backend Office to resolve customer queries and complaints. • Manage and motivate a team of 184 call center executives and 7 team leaders to ensure excellent levels of customer service. • Monitor their call handling ability and give feedback, and suggest improvements. • Active role in recruitment of new CSRs, conduct training programmes regarding products and services for recently joined executives, and carry out their annual appraisals. • Manage administration in the office and provide required support to the front-end team to enable them to achieve their KRAs. • To meet the targets on a daily basis of SL, Quality, ATT, Repeat calls etc. Achievements: • Rated as the best Manager in the half yearly review and received a commendation certificate from the COO. BHARTI AIRTEL LIMITED, NEW DELHI (PROCESS UP EAST FOR POST-PAID) Team Leader (Customer Care-Care Touch-Inbound) - May 2004 to Dec 2007. Responsibilities: • Coordinate with the heads of various departments like Sales & Marketing, Backend Office to resolve customer queries and complaints. • Manage and motivate a team of 15 call centre executives to ensure excellent levels of customer service. • Monitor their call handling ability and give feedback, and suggest improvements. • Active role in recruitment of new CSRs, conduct training programmes regarding products and services for recently joined executives, and carry out their annual appraisals. • Manage administration in the office and provide required support to the front-end team to enable them to achieve their KRAs. • Manage the operational floor by monitoring service levels, taking appropriate decisions, daily monitoring of quality and production, providing relevant feedback to the sales and marketing team and generating MIS reports. Achievements: • Rated as an excellent contributor and received a commendation certificate from the Managing Director, Mr. Sunil Bharti Mittal. i2i ENTERPRISES LTD, NEW DELHI (Process-HDFC Standard Life Insurance) Sr. Customer Care Executive - Nov 2002 to April 2004 Responsibilities: • Handled inbound and outbound calls for HDFC Standard Life Insurance; provided accurate information to customers regarding different schemes. • Assisted the HR department in their recruitment drives and trained new employees. • Monitored quality and identified areas of improvement for the executives; gathered and analyzed performance data of the team members and communicated performance results to them. Achievements: • Received commendation certificate for being a top performer, and maintaining punctuality and discipline.
  • 4. LIASON INTERNATIONAL, NEW DELHI Sales Executive (June 2002 to Nov 2002) Other Details • Undergone IRDA Certification. • Software Proficiency: MS Office, Windows XP • Language Known: Hindi, English, Assamese and Bengali