Abhideep Dutta
Bhilai
Summary
Dynamic professional with proven track record in driving organizational success through effective leadership and problem-solving. Expertise in team building, customer service, and employee engagement strategies. Demonstrated ability to implement training and monitoring techniques that enhance performance and morale. Committed to leveraging skills in a reputable organization to achieve impactful results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Software Engineer
iTMDev Technologies
06.2022 - 12.2024
- Company Overview: Organization: iTM Dev Technologies (switched from IT to non-IT).
- Responsible for providing support to the senior QA integration tester in the development and execution of integration test cases.
- Exported test cases to Quality Centre, and executed from Test Lab.
- Utilized the Functional Specifications Document and Message Specifications to create a Test Plan, test cases, and test data using HP Quality Centre.
- Expertise in Selenium automation using Selenium WebDriver, Selenium Grid, Java, JavaScript, and JUnit.
- Involved in working on a project where we implemented BDD (Behavior Driven Development) and TDD (Test Driven Development) using the Cucumber framework with Java, JUnit, and the Page Object Model.
- I wrote test automation scripts in Selenium WebDriver using Java, JUnit, TestNG, and Cucumber.
- Implemented Page Objects Model (POM), Apache POI in WebDriver scripts, Data-Driven, Keyword-Driven, and Hybrid Frameworks using Selenium WebDriver, JUnit, and Java.
- Involved in writing SQL queries.
- Involved in functional testing, black box testing, negative testing, compatibility testing, and recovery testing.
- Involved in the preparation of Test Plan and Test Approach artifacts, with resource requirements, time estimates, and the manager.
- Involved in preparing the test plan and test cases based on the business and functional specifications.
- Extensively performed manual testing processes to ensure the quality of the software.
Associate Manager
IndusInd Bank
Chennai
04.2021 - 05.2022
- Handle escalated customer complaints, and work to resolve them quickly and effectively.
- Manage a team of customer service representatives, and ensure that they adhere to company policies and procedures.
- Consistently achieved an average customer satisfaction rating of 4.8/5 by providing exceptional service.
- Took charge of high-priority escalations and resolved 95% of cases within 24 hours.
- Required knowledge of multiple products, and the ability to deepen or retain relationships through service.
- Prepare and present regular reports on team performance to the management team.
- Monitor team performance metrics, such as quality, customer satisfaction, and average handle time.
- Conduct regular performance evaluations, and provide feedback to team members.
- Collaborate with cross-functional teams to develop and implement customer service initiatives.
- Proactively identified and resolved issues, reducing call escalations by 20%.
- Discussed customer inquiries regarding their credit card accounts while utilizing computer-based tools to assist.
- Responsible for stopping and starting card service for members.
- Assisted customers with credit card account management, including payment disputes. Processing phone payments and reviewing features of their accounts.
- Collaborated with senior management to develop annual operational plans.
- Monitored customer complaints and provided timely solutions to improve customer experience.
- Conducted regular performance reviews with direct reports.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Handled responsibilities successfully in manager's absence.
- Implemented quality control measures to uphold company standards.
- Recruited and trained new employees to meet job requirements.
Sr. Associate
Mohit Freight Forwarders Pvt. Ltd.
05.2020 - 03.2021
- Contacting clients regarding queries, if required.
- Managing relationships with customers to provide financial services and products.
- Assist the customer in the email.
- Create repayment schedules based on the customer's financial situation.
- Create a list of people who have not made the payment.
- Negotiating suitable payment plans.
- Maintaining customer payment records.
- Preparing customer financial statements for banks and the state credit department.
- Writing a final notice warning to customers when payments are not being made.
- Responsible for escalated customers. Delinquent/non-pay accounts, bankruptcies, and updating and maintaining pay-per-view reports.
- Assisted private and privileged clients on daily banking necessities.
- Resolved a substantial amount of information regarding products and services that would be found to be beneficial to the client.
- Resolved the client's concern by directly contacting them if required.
- Responded promptly to emails from customers seeking assistance
- Followed up on emailed or web-submitted customer inquiries within standard response times
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
Sr. Associate
Neuron credit technology INDIA PVT. LTD.
02.2020 - 05.2020
- Take actions in order to encourage timely payments.
- Monitor accounts daily.
- Contact clients and discuss their requirements if needed.
- Identify outstanding accounts receivable.
- Investigate historical data from debts and bills.
- Create a list of people who have not made the payment.
- Writing final notice warnings to customers when payment is not being made.
- Advising customers on their payment options, and suggesting methods of payment.
- Create repayment schedules based on the customer's financial situation.
- Advise customers on alternative payment plans.
- Provided direction and guidance to junior associates on complex tasks.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Participated in credit and collections activities.
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Responded promptly to emails from customers seeking assistance
CUSTOMER CARE AGENT
KONE ELEVATOR INDIA PVT. LTD.
03.2018 - 09.2019
- Experience in SAP and CRM.
- Ensuring that everything is working in a perfect manner.
- To enter the details of every call in the system, as required by the company.
- To resolve the customer’s complaint.
- Respond to customer inquiries and register a complaint.
- Identify and escalate the issue to the concerned branch.
- Document all call information according to the procedure.
- Follow up on customer calls where necessary.
- Utilized problem-solving skills to identify root cause of customer issues.
- Followed-up with customers after purchase to ensure satisfaction.
- Resolved customer complaints in a professional manner.
- Provided detailed information about products and services upon request.
- Identified customer needs and provided appropriate solutions.
- Processed orders, returns, exchanges, and refunds efficiently.
- Communicated effectively with other departments to resolve customer issues promptly.
- Responded promptly to emails from customers seeking assistance.
- Documented all customer interactions accurately in CRM system.
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Provided feedback on customer service efficiency to deliver better support options.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
Customer Service
Lapiz Digital Service
01.2017 - 09.2017
- Company Overview: Organization: Client Company (KONE Elevator India Pvt. Ltd.), Payroll Company (LAPIZ Digital Services).
- Experience in SAP.
- Handle outbound calls.
- Training new employees, and terminating if necessary.
- Ensuring that everything is working in a perfect manner.
- To follow up with the customers for payment collection.
- To enter details into the system for future reference.
- To enter the details of every call in the system, as required by the company.
- To resolve the customer’s complaint
- Preparing reports on competitor product analysis.
- Responded promptly to emails from customers seeking assistance
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Provided customer service regarding payment processing issues.
- Maintained high standards of customer service.
- Provided friendly customer service to all shoppers.
- Generated reports on customer service activities.
- Provided customer service regarding billing inquiries.
Customer Service
Wagging Tales
06.2016 - 11.2016
- Provided superior customer service at all times.
- Answer incoming phone calls, schedule cab trips, and enter trip orders into the dispatch computer.
- Answer the customer phone call.
- Communicate clearly, with a pleasant, helpful tone.
- Handle customer calls and complaints.
- Monitor orders and relay information pleasantly to drivers and customers.
Education
Bachelor Of Computer Application - Computer Applications
Himalayan University
Arunachal Pradesh05-2018
Skills
- Have knowledge of operating systems Windows 98, 2000, XP, 7, and 8
- Have hands-on experience with MS Office
- Good communication skills and interactive skills
- Have basic knowledge of networking concepts
- Self-confident, and can work under pressure
- Being always willing to learn new things is required in my work field
- Operating system Windows XP, Vista, 7, 8, 10
- Packages include MS Office, SAP, and MS Excel
Certification
- 1 - Cloud Computing with AWS From InternShala Training Date - 2020-10-12
- 2 - Python for Beginners From Alison Date - 2025-02-27
- 3 – Lean Six Sigma Yellow belt From Udemy Date – 2025-07-03
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Bengali
Advanced (C1)
C1
Accomplishments
- 2017 Best Performer of the Month
- 2018 Best Performer of the Month (2 times)
- 2019 Ace Performer of the Quarter
- 2020 Two months in a row Highest collection
Affiliations
- Participated in the science exhibition at school
- Active member of a paper presentation at school
- Participated in the office Karnival
Declaration
I am confident in my ability to work in a team, and I have a good capability for listening and learning I hereby declare that the above information furnished is true and correct to the best of my knowledge and belief.
Timeline
Software Engineer
iTMDev Technologies
06.2022 - 12.2024
Associate Manager
IndusInd Bank
04.2021 - 05.2022
Sr. Associate
Mohit Freight Forwarders Pvt. Ltd.
05.2020 - 03.2021
Sr. Associate
Neuron credit technology INDIA PVT. LTD.
02.2020 - 05.2020
CUSTOMER CARE AGENT
KONE ELEVATOR INDIA PVT. LTD.
03.2018 - 09.2019
Customer Service
Lapiz Digital Service
01.2017 - 09.2017
Customer Service
Wagging Tales
06.2016 - 11.2016
Bachelor Of Computer Application - Computer Applications
Himalayan University
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