Diptita Sengupta
Oshawa,Canada
Summary
WITH OVER 5 YEARS’ EXPERIENCE, I HAVE HAD THE OPPORTUNITY TO WORK IN VARIOUS CLIENT FACING ROLES DURING THE SPAN OF MY CAREER. FROM RELATIONSHIP MANAGEMENT WITH VENDORS AND DIRECT CUSTOMERS, TO LEARNING AND DEVELOPING A TEAM THAT RUNS THE CUSTOMER SERVICE PROGRAM, MY EXPERTISE IN RUNNING AND MANAGING THE PROGRAM EFFECTIVELY HAS BEEN WIDELY APPRECIATED AND ACKNOWLEDGED. I HAVE DEVELOPED MY STRENGTHS OF TIME MANAGEMENT, COMMUNICATIONS AND BEING A PATIENT LISTENER RESULTING IN BEING THE “GO-TO” PERSON IN MY AREA OF EXPERTISE.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Lead, Operations
Cognizant
04.2017 - 04.2018
- Company Overview: Cognizant provides information technology, information security, consulting, ITO and BPO services
- These include business & technology consulting, systems integration, application development & maintenance, IT infrastructure services, analytics, business intelligence, data warehousing, customer relationship management, supply chain management, engineering & manufacturing solutions, enterprise resource planning, research and development outsourcing, and testing solutions
- Responsible for RCA & adhoc reports as per the management requirements
- To maintain Shrinkage
- Responsible for responding to client Escalations through Calls or Emails
- Responsible for doing Transaction Audits for the team
- Take action on DSAT Calls
- Prepare Shift Roster and rolling out the same to the Team
- To update NSA & Transport requests in portal
- Participate in DE Audit and provide at least 1 CSI Theme per quarter
- Participate in daily calls with clients
- Initiatives, Team Activities, Cross Skilling, KB Articles, Appreciations, adhoc Activities
- Cognizant provides information technology, information security, consulting, ITO and BPO services
- These include business & technology consulting, systems integration, application development & maintenance, IT infrastructure services, analytics, business intelligence, data warehousing, customer relationship management, supply chain management, engineering & manufacturing solutions, enterprise resource planning, research and development outsourcing, and testing solutions
Supervisor Operations
Matrix Cellular (International) Services Limited
02.2014 - 04.2017
- Company Overview: Matrix is leading provider of international telecom solutions to Indians travelling abroad.
- It provides services all around the world and has its presence across India.
- To follow meticulously the query and complaint processes and procedures to achieve set time frames
- To provide on-line support to handle complex and escalated issues for effective resolution
- Providing solutions on the escalated issues of the customers
- Coordinating with other departments for speedy resolution of complaints/concerns
- Managing the entire floor consisting of various skills like postpaid/prepaid/dealer desk/priority
- Managing timely audit Process to maintain the quality of sale and keep a check on the malpractices
- Train the new joiners on the operation process and the system portals
- Working as the location SPOC for Kolkata branch and handling customer support issues of Orissa, Bihar and Guwahati region as well
- Resolving network related issues along with customer grievances
- Extending support to branch for the growth of sale by building good relationship with the client base and retaining them
Business Executive
PMAM IT SERVICES
01.2012 - 03.2012
- Company Overview: The Company dealt with a software product in Mumbai
- The product was basically a test bag with quality questions for respective fields ensuring to test the candidate's merit
- The selected candidates were then passed on to client companies on basis of their criteria
- Selling the company's product as well as helping the customer companies to hire quality candidates
- Content writing, selecting the proper candidates according to the customer company's requirement as well as enabling the candidates to avail our company's software product
- Bridging the path between the client and candidate through proper communication
- The Company dealt with a software product in Mumbai
- The product was basically a test bag with quality questions for respective fields ensuring to test the candidate's merit
- The selected candidates were then passed on to client companies on basis of their criteria
Education
Bachelor of Arts - History
Shri Shikshayatan College
01.2009
High school or equivalent -
Millia Convent English School
01.2005
Skills
- Client facing experience
- Excellent communication
- Inter departmental relationship management
- Vendor relationship management
- Interpersonal relationship building
- Team coordination
- Customer details maintenance
Organizational Skills:
- Retail operations management
- Call centre experience
- Complaint resolution
- Coaching and mentoring
- Windows
- MS-Office
- Service Now
Technical Skills:
Languages
English
Bengali
Hindi
Certification
- ITIL Foundation Certificate in IT Service Management – AXELOS Global Best Practice.
- Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Team Lead, Operations
Cognizant
04.2017 - 04.2018
Supervisor Operations
Matrix Cellular (International) Services Limited
02.2014 - 04.2017
Business Executive
PMAM IT SERVICES
01.2012 - 03.2012
High school or equivalent -
Millia Convent English School
Bachelor of Arts - History
Shri Shikshayatan College
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