Rituparna De
Call Center Supervisor
Kolkata
Summary
Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Assistant Call Center Supervisor
Vodafone India
KOLKATA
05.2021 - Current
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Established relationships and touch points with clients to promote retention.
- Assisted in gathering facts and documents utilized during sales process.
- Lead a team of 10 people
- Providing status report to managers daily
- Inbound and Outbound calls
Call Center Representative
Vodafone India
KOLKATA
08.2019 - 04.2020
- Assisted team leaders by providing status and performance reports in microsoft excel with information on areas for improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Answered average of 100 calls, emails per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Representative
Whittling Vacation
KOLKATA
07.2018 - 04.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
10th - Class 10
Jodhpur Park Girls High School
Kolkata 01.2012 - 05.2013
10+2 - 10+2
Jodhpur Park Girl High School
Kolkata 01.2014 - 05.2016
BA in English - English Honors
Basanti Devi Girls College
Kolkata 09.2021 - Current
Skills
Employee engagement
Good Telephone Etiquette
Interpersonal Communication
Basic computer support
Basic computer skills
Team leader
Outbound and inbound calls
Inbound phone calls
Report preparation
Timeline
BA in English - English Honors
Basanti Devi Girls College
09.2021 - Current
Assistant Call Center Supervisor
Vodafone India
05.2021 - Current
Call Center Representative
Vodafone India
08.2019 - 04.2020
Customer Service Representative
Whittling Vacation
07.2018 - 04.2019
10+2 - 10+2
Jodhpur Park Girl High School
01.2014 - 05.2016
10th - Class 10
Jodhpur Park Girls High School
01.2012 - 05.2013