Tonoy Saha

• Resolved concerns with products or services to help with retention and drive sales.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Documented and detailed calls and complaints using call center's CRM database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Detailed payment options and explained price, receipt and billing details to customers.
• Promoted available products and services to customers during service, account management, and order calls.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Achieved best agent award for the superior cross sell and upsell result (43 percent conversion rate)

• Own responsibility for the growth of ABB Process Automation Process Industries portfolio at industrial end user customers (Pulp & Paper and Metal)
• Meet and exceed individual orders targets with focus on convertibility and profitable growth.
• Accurately identify opportunities, forecast orders and sales for a given sales territory in Salesforce.com on a weekly, monthly, quarterly and annual basis and takes care of Major Accounts with Particular Account planning (Player Map, Financial Planning including CAPEX & OPEX Spending, SWOT Analysis etc.) with 5 years growth plan using Salesforce.
• Increased the Gross sales volume by 30% and Service by 25% by furnishing customers with exemplary service, helping build lasting, lucrative partnerships & work closely with Services sales team resources to maximize customer touch time and opportunity identification.
• Major Projects:

1. UK Bangla Paper Mill Limited ( Drives, Motors, DCS, QCS and Dilution Actuators) for 500 ton Paper Machine

2. Bashundhara Multi Paper Mills Limited Offline coater machine Drives Automation

3. Meghna Paper Mills Limited Offline coater machine Drives Automation and DCS.

4. Meghna Pulp and Paper Mills Limited (PM3 and PM4) Drives Automation.

• Installation & Commissioning of ABB make low voltage drives (ACS550, ACS355, ACS850, ACS800 single & multi drives, DCS800, ACS880 Series) at client's site and also Conduct breakdown & on-site scheduled planned maintenance visits.
• Performed troubleshooting and Completed partial or full dismantling of ABB Drives to repair or replace defective components and restore functionality.
• Working with existing customers to help them maintain the emergency spares stock for ensuring uninterrupted production.
• Evaluated problems and developed creative solutions by applying Technical knowledge and ABB Drive tools (Drive Window & Drive Composer)
• Responsible for liaising with the key customer for AMC, Remote service and securing the annual service business targets and booking the order in SAP.
• Train customers & Provide technical support and services to clients regarding the use, operation of the VFD and ABB recommended maintenance program.
• Travel all over the country to customer sites for attending field service.
• Select and work with appropriate tools and equipment and ensure safety norms are followed during installation, commissioning and maintenance process.

• Troubleshoot & root cause analysis of Engine & electrical system failure analyzing drawing & circuit diagram & also provide solutions.
• Maintenance of 11/33 KV substation including Power Transformer, CT, PT, Isolator, Breakers, lightning arrester, Protective relays & associated equipment.
• Attain scheduled & unscheduled maintenance of engine & Maintain work environment to meet safety & environmental requirement

• Perform troubleshoot and maintain minimum downtime of Wartsila & Rolls Royce gas engine.
• Install, test, fault tracing & periodic maintenance of electrical equipment associated with plant.
• List down the damaged & replaced materials, equipment, spares and prepare report on weekly basis regarding the consumption & requirement from the plant to warehouse