Mr Som Raaj Chatterjee

Objectives

DYNAMIC AND RESULTS ORIENTED WITH A SUCCESSFUL TRACK RECORD OF MORE THAN 2 YEARS IN BPO. EXPERTISE IN RESOLVING ESCALATED CUSTOMER SERVICE ISSUES AND MOTIVATE A TEAM TO ACHIEVE THE GIVEN TARGET. ARTICULATE AND PERSUASIVE IN DEALING WITH ALL LEVELS OF MANAGEMENT, TEAM, PROCESS AND DIVERSE CLINTELE.

Skills

• Highly motivated and success driven person

  Advanced
  Years of Experience: 3 years
  • Organized
  • and managed a startup BPO and led it to a stable position. For 06 months
  • headed recruiting
  • training and operations at an organization: STL (Noida). Recruited at both the Agent and TL levels.

Work Experience

• Process/Training /Recruitment Head

  2006 January - Present
  STL
  Ghaziabad, Uttar Pradesh, India

  Being the head of three departments my job responsibilities are to take care of the recruitment, training and process. The process I am taking care of is an Australian wireless, where in I am handling a team of 30 employees including office staffs, callers and supervisors. I keep coming up with new ideas to motivate the team and help in the flow of generating revenue to the company. Also being the senior most person I take care of individual performances, impart them the process knowledge and help them improve on their lacking areas. Moreover, personally taught in the sales improvement program for 1 year, including technical modules on the probing, selling skills, and the process specifics. Also presented a special series on elements of a successful career in the BPO industry.

• Team Coach

  2005 March - 2006 February
  R Systems International Ltd.
  Ghaziabad, Uttar Pradesh, India

  In this organization I got to learn many things like, how to manage a team, how to get sales out from the team mates moreover, it also helped me boost up my confidence in handling a team and performing within the given time period. My sole responsibility in this organization was to handle a team of 15 agents with the right spirit of motivation and making daily reports and focusing on the daily performance of the individuals.

• Sr. Customer Care Executive

  2004 August - 2005 March
  COLWELL & SALMON INDIA LTD
  Ghaziabad, Uttar Pradesh, India

  I joined Colwell & Salmon India Ltd on September 2004 as a Sr.Customer Care Executive. Till Dec 04, I was working with the same company. I learnt many things and it gave me a vast amount of experience dealing with customer service & procedures. This helped me build up my self-confidence as well as time management.

• Sr. Customer Care executive

  2004 March - 2004 August
  PINNACLE BPO
  Ghaziabad, Uttar Pradesh, India

  I joined Pinnacle BPO in March 2004 as a Sr.Customer Care Executive. Till August 04 I worked with the same company. I learnt many things and it gave me a vast amount of experience dealing with customer service & procedures. This helped me build up my self-confidence as well as time management.

• Sr. Customer Care Executive

  2003 June - 2004 February
  SKN E – SERVICES (THE BENTEX GROUP)
  Ghaziabad, Uttar Pradesh, India

  I joined this company in the first week of June 2003 as a Customer Care Executive and worked for this company for following 8 - 9 months. Though these 8 -9 months were very less, yet I got to learn many things from this company. It gave me a range of experience dealing with the customers over the phone as well as assessing their needs overall; this work experience enabled me to develop skills such as self-management and most substantially communication with customer of different moods. Many times when I used to get tough customers then it used to be a frustrating situation for me as this was for the first time I was into a call center industry but still I relished every moment and developed an overall good picture of life at work. Later on I was promoted as a Sr. Customer Care Executive.

  Projects:

  • B to C

    Dialed the process 3G, for UK for 3 months.

  • B to B

    Dialed the process Chicago Estimating Corporation, for Chicago, USA for 3 months.

  • B to B

    Dialed the process Harte Hanks (Market Intelligence), for USA for 1 month.

  • B to B

    Handled a Team of 25 agents for USA website selling campaign.

  • B to C

    Handled a Team of 16 agents for Australian wireless campaign.

  • B to B

    Dialed the process Dial Plus (One Bill Business Connection), for UK for 1 month.

  • B to B

    Dialed the process City Credit Management, a mortgage campaign for UK for 3 months.

  • B to C

    Dialed the process Cingular Wireless, for USA for 1 month.

  • B to C

    Dialed the process T- Mobile, for USA for 3 months.

Academic Background

• Some College Coursework Completed

  2000 January - 2003 December
  IGNOU
  Ghaziabad, Uttar Pradesh, India
  Major: Computers
  GPA: Gradu / Gradu overall

Security Clearance

• Confidential

  2006 January - Present

  Being the head of three departments my job responsibilities are to take care of the recruitment, training and process. The process I am taking care of is an Australian wireless, where in I am handling a team of 30 employees including office staffs, callers and supervisors. I keep coming up with new ideas to motivate the team and help in the flow of generating revenue to the company. Also being the senior most person I take care of individual performances, impart them the process knowledge and help them improve on their lacking areas. Moreover, personally taught in the sales improvement program for 1 year, including technical modules on the probing, selling skills, and the process specifics. Also presented a special series on elements of a successful career in the BPO industry.

Reference