1. Sukanya Roy ChoudhurySukanya Roy Choudhury
: Ecstasy Enclave, Lakhiminagar, Flat no 4D3, Guwahati –781006.
:+91-99540 -49443; : csukanya123@rediffmail.com
Date:-
Name:-
Designation:-
Company Name:-
Address:-
Surname:-
I am submitting herewith my resume for your perusal and favourable consideration for the post of < position vacant>
in your organization.
Review of my credentials will indicate that I am a qualified and high performing individual with excellent
professional and technical skills achieved via rich cross-functional exposure across the industry.
I am an innovative thinker, able to apply analysis and creativity to problem solving. I am a highly personable, self-
motivated and diligent individual with flexibility to adapt to new situations. My core competencies include Customer
Service, Call Centre Operations, New Product Development, Team Management, Vendor Management, Complaint
Management and Service Delivery.
Driven by high energy levels and technical competence I am confident of making visible contribution to company’s
growth and profitability objectives.
A tour through my enclosed resume shall take you through the details and I am confident, in my credentials you
would find a perfect fit for the said job. Thanks for sparing your time.
I would appreciate the chance to meet with you in person to discuss as to how I could be a vital part of your
organization.
Thanking you in anticipation.
Yours sincerely
Sukanya Roy Choudhury
Sukanya Roy ChoudhurySukanya Roy Choudhury
: Ecstasy Enclave, Lakhiminagar, Flat no 4D3, Guwahati –781006.
:+91-99540 -49443; : csukanya123@rediffmail.com
TELECOM PROFESSIONALTELECOM PROFESSIONAL

2. (Offering 11 years of experience)
PROFILE & STRENGTHSPROFILE & STRENGTHS
♦ Diligent & result oriented professional, offering over 10 years of hands on experience in
Customer Service, Call Centre Operations, New Product Development, Team Management, Vendor
Management, Complaint Management and Service Delivery.; currently spearheading as Business Manager at
Bharti Airtel Ltd.
♦ Dexterity in assessing changing market environs with expertise in handing call center
operations, customer escalations and resolving queries in conformity with telecom norms; ensuring periodical
audits and compliances; managing human and financial resources towards the achievement of stated objectives,
to plan and manage work programmes and trainings and to lead, motivate and provide effective guidance to a
team of professional and support staff.
♦ an insight into the domains of market research, rapidly identify business problems, formulate
tactical plans, initiate change and implement effective business strategies in challenging environments to
enhance revenue generation, market share expansion and profitability.
♦ Demonstrated ability to manage human, financial and material resources towards the
achievement of stated objectives, to plan and manage work programmes and trainings and to lead, motivate and
provide effective guidance to a team of professional and support staff.
♦ Multilingual with a proficiency in English, Hindi, Bengali & Assamese.
Core Competencies
 Customer Service  Call Centre Operations  New Product Development  Team Management  Vendor
Management  Complaint Management  Service Delivery  Liaison/Coordination
PROFESSIONAL EXPERIENCEPROFESSIONAL EXPERIENCE
Bharti Airtel Ltd. Oct 2015 – Till Date
Acquisition Experience – Acquisition Risk Manager
♦ Responsible Identification & Elimination of acquisition risk.
♦ Responsible for implementing National Acquisition process in line with Regulatory
requirements with key focus on activation TAT reduction, cost reduction, increased compliance and reduction in
TERM penalties.
♦ Review existing systems/procedures related to Customer On boarding and design
internal controls/quality audit checks for various operational areas; achieving higher process efficiency through
automation and resource rationalization.
♦ Lead, manage & support the zonal teams for evaluation and review of risk areas specific
to our circle and device mitigation plans thereof and ensure implementation of those plans as per defined
timelines.
Bharti Airtel Ltd. Jun 2015 – Oct’15
Acquisition Experience - Warehouse Manager
♦ To manage the day to Warehousing activity, tracking of each & every forms pertaining
new activation & Sim swap for both Prepaid & postpaid, DTH & Airtel Money.
♦ To ensure that the partner meets the stakeholder’s expectations in terms of performance
of the portfolios on a monthly basis. Monitor KPIs of Warehouse process & ensure regulatory compliance
through daily / weekly / Monthly reviews.
♦ Excellent partner (Vendor) management skill & driving them towards the organizational
goal
♦ Responsible for Capacity Planning, to ensure proper storage.
♦ Validation of Monthly Bills basis projections and inwarding.
♦ Responsible for Partner Management by providing support required for day to day
smooth functioning, query resolution through coordination with BPO and other Airtel support teams.
♦ To develop and make changes along with Partner team in the strategy on a regular basis
based on the best practice of other centers, experience, trends, and inputs from Airtel campaign team to ensure
the Inwarding & Warehousing in time.
♦ Handled all documents for VTM retrieval.

3. ♦ Closed BISP Audit with zero Noncompliance.
♦ Handled Term Audits.
♦ To ensure Regulatory compliance by managing warehouse deliverables
Bharti Airtel Ltd. Nov 2013 – May 2015
Acquisition Experience - Business Manger
♦ To ensure that the partner meets the stakeholder’s expectations in terms of performance
of the portfolios on a monthly basis. Monitor KPIs of TV process & ensure regulatory compliance through daily /
weekly / Monthly reviews. Handling wide array of call center operational activities like handling a team of 97
members, conceptualizing various strategies to achieve business goals aimed towards the growth in business
volumes category-wise as well as profitability while analyzing the competitor’s strategies.
♦ Competently maintaining highest standards of customer service giving preference to
customer satisfaction & promptly resolving their problems and concerns for referral & repeat business; proficient
in handling products & services of the organization suitable to the customer profile.
♦ Responsible for Capacity Planning, to ensure the portfolio has precise headcount to meet
the hour’s requirement and defined Service Level and Answering.
♦ Successfully managing overall call center operations while ensuring adherence to
TRAI/DoT norms; leading efforts across growth in revenue, marketing & upselling of products, business
development and client relationship management.
♦ Ascertain that the portfolio is not over staffed as it can impact the profitability. Validation
of Monthly Bills basis projections and required staffing.
♦ Responsible for Partner Management by providing support required for day to day
smooth functioning, query resolution through coordination with circle, IT, IVR and other Airtel support teams,
monitor agent roistering; Developing partner teams through forums like call Calibration, refreshers, team
Huddles, training on SOP / New Updates, providing guidance to help them come up to the learning curve,
helping them to make effective and useful MIS.
♦ To develop and make changes along with Partner team in the strategy on a regular basis
based on the best practice of other centers, experience, trends, and inputs from Airtel campaign team to ensure
the SLA’s are met.
♦ The call quality is an important part of the TV process as it helps in driving customer
satisfaction & performance. Ensuring each interaction with customer is updated in Airtel Software. The audit of
various daily to dos & business SOP’s is required to ensure that the guidelines are being followed and any
deviation gets highlighted and worked upon by the Partner team. Basis updates and inputs received from
business ensuring partner team is compliant to the SOP, uses them for defining frame of work for the agents and
the various support functions.
♦ Leading, training & monitoring the performance of team members to ensure efficiency in
operations and meeting of individual & group targets. Arranged PS1 certification for agents & got 6 agents
certified for doing Third Party training.
Bharti Airtel Ltd. Aug 2011 – Oct 2013
Head-New Product Development
♦ Conceptualize the new product and ensure specs are given to vendors to develop
products in compliance with regulatory and company guidelines.
♦ Validating the developed products nationally.
♦ Ensuring ease of understanding and relevance of customer communication.
♦ Ensuring error Free VAS launches Nationally
♦ Monitoring & Service recovery of Service defects in Top existing VAS products
♦ Analyzing customer complaints on all new product launches
♦ Providing timely feedback to Marketing & VAS Team on new product testing
♦ Making a P&L statement for all launched VAS products to ascertain the cost benefit
analysis and customer satisfaction analysis
♦ Competition Benchmarking for various processes and implement process improvements
♦ Aptly managed and developed strategies for enlarging the core market base of the
company based on market research data.

4. ♦ Spearheaded efforts across meeting the set targets; accountable for developing Business
Plans & financial strategies.
♦ Conducted detailed market research and feasibility study to analyze the latest market
trends and track the competitor’s activities thereby providing valuable inputs to streamline the marketing and
brand visibility strategies.
♦ Organized promotional campaigns/technical presentations for new product
development; focusing on brand establishment & market penetration.
♦ Pivotal in providing excellent customer service like attending & resolving their general /
specific queries; maintained liaison and healthy relations with the clients, internal departments and other related
departments.
Bharti Airtel Ltd. Jan 2010 – Feb 2011
Head-Self Care & IVR
♦ Responsible to manage the spectrum of the customer experience via IVR (Interactive
Voice Response) system.
♦ Responsible to understand the organizational needs and coordination between business
& technology verticals. Identify improvements required in IVR to improve customer experience and reduce
operational cost using requirement workshop, surveys, site visits, benchmark analysis and existing data stores.
♦ Assisted in the development, planning and integration of new products, services and
new technologies including business and system needs analysis, operational processes / workflows and pre and
post deployment documentation and increase first -time resolution at IVR.
♦ Efficiently resolved conflicts in information and ensures that accurate and timely
information is provided to all team members throughout the duration of the project for all implementation efforts
or system related issues.
♦ Validated IVR prompt flow specification and other required documentation. Identify &
validate language translations that are required. Validation of all test environment requirements.
♦ Assisted with call flow analysis to ensure efficient and accurate call routing.
Rolled Out 3 National Projects in NESA Circle:-
• Launched customized IVR for Value Added Services (VAS).
• Simplified IVR
• Data IVR
Bharti Airtel Ltd. Jun 2008 – Dec 2009
Head- Retailer & Dealer Helpline (Inbound)
♦ Drive CPR reduction programs.
♦ Looking after Call Center manpower hiring & training.
♦ Monitor compliance of process and policies at call center.
♦ Listen to calls @ call center and provide feedback to shared Quality Team and internal functional teams.
♦ Interface with IT for daily support issues.
♦ Dialogue with other circle teams for replicating best practices.
♦ Competition benchmarking.
♦ Partner SPOC communication.
♦ CWN monitoring on daily basis.
♦ Customer Satisfaction Drive – CTA & CRA.
♦ Timely Payout of All CIG Vendors (Call Centre & Back End)
♦ Product Testing with Service Marketing & Marketing Team.
♦ AOP building for Call Centers.
Bharti Airtel Ltd. Apr 2006 – May 2008
Postpaid Complaint Management Head (Outbound)

5. ♦ Handled 8 Member Team for closing & close looping Postpaid Complaints.
♦ Working closely with Cross Functional Team like Network, Sales & Marketing for timely closure.
♦ Maintaining Service Level Agreement & driving CAR score(Customer Assessment on Resolution)
♦ Driving CSMM score.
Ericsson India (P) Ltd. Apr 2005 – Apr 2006
Project Coordinator
Reliance Telecom Ltd. Dec 2003 – Mar 2005
Customer Care executive
Ghosh Brothers Feb 2003 – Nov 2003
Telemarketing Executive
ACADEMIC & PROFESSIONAL CREDENTIALACADEMIC & PROFESSIONAL CREDENTIAL
Bachelor of Science
Assam University
GNIIT
NIIT
Computer Skills
Microsoft Office Suite, Windows, Internet
Date of Birth: 29th
October, 1980
References: Available on Request.

6. ♦ Handled 8 Member Team for closing & close looping Postpaid Complaints.
♦ Working closely with Cross Functional Team like Network, Sales & Marketing for timely closure.
♦ Maintaining Service Level Agreement & driving CAR score(Customer Assessment on Resolution)
♦ Driving CSMM score.
Ericsson India (P) Ltd. Apr 2005 – Apr 2006
Project Coordinator
Reliance Telecom Ltd. Dec 2003 – Mar 2005
Customer Care executive
Ghosh Brothers Feb 2003 – Nov 2003
Telemarketing Executive
ACADEMIC & PROFESSIONAL CREDENTIALACADEMIC & PROFESSIONAL CREDENTIAL
Bachelor of Science
Assam University
GNIIT
NIIT
Computer Skills
Microsoft Office Suite, Windows, Internet
Date of Birth: 29th
October, 1980
References: Available on Request.