Soomnath Rahul Datta
Lasalle,Canada
Summary
Seeking employment opportunity to leverage knowledge, qualities, and abilities for enhancing work experience and making valuable contributions to employer\'s effectiveness and success.
Overview
20
20
years of professional experience
Work History
Team Manager
Telus Mobility
04.2011 - 06.2024
- People Management - provide day-to-day coaching, direction to Channel Care team members
- Includes real time management of resources; performance management and development; facilitating team meetings; escalation resolution & response, providing technical incidence report and root cause analysis
- Mentor, coach and develop team members to achieve higher levels of performance and job mastery
- Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service
- Identify, plan and execute key operational improvements to enhance customer experience
- Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
- Provide timely and complete resolution of escalated issues and concerns raised by team members, peers and or support person
- Proactively observe and report real-time call drivers that impact customer experience
- Provide internal team measurements used for coaching and identifying business opportunities
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
Channel Care Analyst
Telus Mobility
04.2011 - 05.2014
- Assist and support representatives from both Telus and Koodo corporate stores, independent dealerships and retailers throughout Canada
- Credit check analyst
- Educate store representatives and provide proper guidance and procedures from internal help system
- In-store system support for activations/renewals and other transactions
- Take ownership, judgment calls and case by case exceptions to ensure customer satisfaction
- Customer first
- Promise made and promise kept approach
Technical Support Team Leader
Fido Solutions Inc
01.2007 - 12.2010
- Experience in recruiting and creating positive team environment that builds both morale and personal esteem
- Be part of culture that promotes continuous improvement by being proactive as well as energetic in workplace
- Mentoring, counseling, coaching and supporting team through one-on-one coaching sessions and/or team meetings toward consistent achievement of company targets
- Implementing and executing ideas to outperform objectives
- Additional call center experiences: Customer Service, Loyalty & Retention, Technical Support
- Work with customers to better understand their needs and recommend best solutions in timely and effective manner
- Take ownership in resolving concerns to client's satisfaction
- Strong negotiation skills and problem solving skills to maintain customer loyalty
- Deliver world class technical support and first call resolution
- Troubleshooting, provisioning, application support and device configuration
- Open/Investigate networking tickets/applications
- Support internal agents with system related issues
- Experience in call quality control
Customer Care Representative
Fido Solutions Inc
01.2005 - 12.2010
Customer Care Supervisor
Sprint Canada
01.2004 - 12.2004
- Treat supervisor calls or escalations
- Provide alternative solutions to customer complaints
- Satisfy customers by providing a better approach and explanations
- Ultimately, making offers that suit both the company and the customers' needs
Education
BBA - Marketing
Concordia University
Montreal, QC01-2014
D.E.C - Social Sciences
Champlain College St. Lambert
Saint-Lambert, QC01.2009
Beurling Academy -
Beurling Academy
Montreal, QC01.2005
Skills
- Sales
- Strong negotiation
- Persuasion techniques
- Business Analysis
- Ability to pick up on new skills/processes quickly
- Strong analytical and interpersonal skills
- Logical
- Practical
- Punctual
- Microsoft Office
- Windows Operating System/Mac
- Basic networking
Volunteer Experience
President, Bangladeshi Students Association of Concordia University. Lead a team of 6 executives which supports over 350 members within campus, Attend monthly meetings with the student unions for various upcoming projects, Assist new arrival international students in regards to any inquiries, Organize events such as: cultural shows, trips, charity fundraising, and much more.
Languages
English
Full Professional
French
Full Professional
Hindi
Professional Working
Bengali
Native or Bilingual
Interests
- Automotive enthusiast, passionate about exploring the latest advancements and innovations
Timeline
Team Manager
Telus Mobility
04.2011 - 06.2024
Channel Care Analyst
Telus Mobility
04.2011 - 05.2014
Technical Support Team Leader
Fido Solutions Inc
01.2007 - 12.2010
Customer Care Representative
Fido Solutions Inc
01.2005 - 12.2010
Customer Care Supervisor
Sprint Canada
01.2004 - 12.2004
BBA - Marketing
Concordia University
D.E.C - Social Sciences
Champlain College St. Lambert
Beurling Academy -
Beurling Academy