Mowchumi Dutta

Mowchumi Dutta Mobile: - ~ Email:- Seeking for a role where I can apply my technical, managerial & creative skills up to the best to achieve organizational goals and to continuously strive to learn new skills in pursuance of an objective of becoming a competent professional & build a promising career. Work Exposure: Lead Quality Analyst – IBM Daksh from Feb 2005 to June2013 Customer Care Executive – Finedge India Pvt Ltd from August 2004 to Feb 2005 HIGHLIGHTS: Customer Retention Resolution oriented Effective team PlayerSelf-Motivated Strong Negotiation skillsEffective communication skills Professional Synopsis: Lead Quality Analyst: IBM Daksh Global Pvt Ltd (2010- June 2013) Was responsible for auditing the emails and chats and provide feedbacks accordingly Timely and effectively evaluating team member’s performance on monthly basis Mentored most of the lead agents across the entire processes to take on the next level Provide feedback for Designing Quarterly Rewards and recognition to motivate the team members and exceed the performance targets Ensured a high-quality customer experience, analysing IR (Issue Resolution), elevating customer satisfaction, while adhering to the SLAs and work processes Handled four teams of 15 - 20 executives to effectively and efficiently manage the SLA in terms of quality and productivity performance targets Instrumental in ramping up New Hires Quality performance levels for the first 2 months of production with assigned targets on Weekly basis Senior customer care Executive: IBM Daksh Global Pvt Ltd-) Resolve customer issues and queries through live chats Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Formulated and enforced Service centre policies, procedures and quality assurance measures Handle the complex and critical cases of customers and providing a proper resolution which meets their expectation levels. Customer care Executive: IBM Daksh Global Pvt Ltd (Feb-) Worked for a client who has a strong hold in the United States Telecom market Resolve customer queries and issues through emails. Escalate any unresolved issue to the senior executives available on the floor Taking ownership of each and every email Keep daily update about the new products and services that the organization offers Ensured to go beyond customer expectations in each and every response Met business expectations with ever changing metrics in an ever changing industry Customer care Executive: Finedge India Pvt Ltd (August 2004 to Feb 2005) Worked for a leading domestic telecom operator Vodafone formerly known as Hutch Responsible for taking the inbound calls and address each and every concern or query Resolving all the billing and technical related issues with utmost empathy and care Forwarding the calls to the supervisor on duty for any unresolved issues Taking notes of each and every call and ensured all metrics are met while fulfilling customer expectations Achievements: An astute performer with experience in Quality and Team Management. Won various RNRs including GEM (Going the Extra Mile) and STAR (Super Talented Achievers Reward) awards for three consecutive quarters of 2010-11 Demonstrated abilities in handling teams and accelerating the business growth. Trained and ramped-up 3 NHT batches Proven skills in managing teams to work in sync with the client set parameters & motivating them for achieving business and individual goals Academic Qualifications: Post Graduate Diploma in Information Technology from Sikkim Manipal University of Distance Education in June 2004. Bachelor’s Degree in Arts (B.A.) from Delhi University in 2003. 12th (AHSEC) from Dhemaji College, Dhemaji, Assam in 1999. 10th (SEBA) from S.F.S School, Dhemaji, Assam in 1997. Personal Details: Date of Birth: 27th December, 1981 Fathers Name: Jiban Ch.Dutta Marital Status: Married Residential Address: A block, 24, Ground floor, Uppal southend, SS builders, Sohna Road, sector 49, Gurgaon, Haryana Languages Known : English, Hindi, Assamese Mowchumi Dutta