Diganta Das

Currently working as ISR for Govt MVC accounts from Nov’22 till Date.Working closely with ASM /Partners and customers for renewal of MVC accounts and new acquisitions.

• Submit renewals for MVC customers 60 days prior renewal of MVC accounts.
• Actively participate in negotiation calls with customers to bring required revenue to HP with potential price hike possible.
• Work closely with category to get accounts approved for sales team.
  Actively send expiry alerts to respective Account Manager to avoid any break-out in renewal deals.
• Work closely with eclipse team to get accounts activated on time after submitting all required documents.
• Help accounts with SKU add on and qty revision on active MVC deals from time to time to avoid any interruptions executing customer’s PO.

• Worked with HP as Business Analyst in Supplies from June 2018 till Oct’22.
• Track and publish daily and weekly sales report updated from T1 to team. Work closely with the field team on weekly/monthly/Quarterly commit & achievement to ensure Commit = Delivery and analyse the gap to be highlighted.
• Work on quota deployment to team basis past performance and current growth.
• Work on untapped accounts where printers have been sold to get additional business.
• Keep tap on renewals of MVC accounts with ISR’s.
• Regular follow up with Sales team for daily/Weekly/Monthly reports.
• Creation of GeM for all Supplies SKU (approx. 750 SKU’s) in GeM portal to smoothly drive the GeM supplies business after our OEM got re-instated by GeM in June’22.
• Tracking new accounts signed under MVC on monthly basis and tracking business according to MOU signed by customers.
• Sharing SKU unit-wise forecast to category on time to ensure smooth transition in Sells.
• Give insights of Compatible business done in GeM to help convert to originals.
• Managing team review calendar for Team’s review.
• Preparation of data/ppt for Management’s review from time to time.
• Ensure sales team compensation report is correct and gets uploaded in ICE portal on time for quota achievement.
• Prepare FOS targets and achievements on monthly basis.
• Handled training on GeM portal for SKU uploads.
• Share Business forecast/achievement on Quarterly basis.

• Worked with E-biz Drive IT Solutions Pvt Ltd from June 2017 till May 2018 as Technical Support Analyst.

• Worked with Ozone Labs from Nov 2016 till May 2017 as Technical Support Quality Analyst.

Worked with Cvent India Private Limited as Associate Product Consultant. Cvent is event based software company which provides software support to the existing event planners to create and host the events on timely basis. We supported the clients through sales force and Cvent software.

• Handle new client registration.
• Assist existing client queries.
• Help event planners to host events on timely basis
• Handle clients disputes or issues related to events.
• Data Management through Sales Force.
• Share data with management daily.

Worked with Live PC Geeks as Team Leader for Inbound Tech Support.

• Handled team of 20 agents.
• Prepare and Update daily sales report in excel.
• Maintain Excel Reports to keep check on stats of agents on monthly basis.
• Share Process Updates on weekly basis.
• Handled Supervisor calls of agents when required.
• Train new Hires before they hit production floor.
• Handle client calls and audits.
• Drive team to achieve monthly targets.

• Worked with John Keells BPO as Senior Executive for TELUS Outbound Sales Process. TELUS is one of leading telecommunication company in Canada. Existing customers were being called to upgrade their plans along with new phone.

• Worked with Netambit Home wise Pvt. Ltd. In Noida as Relationship Manager. Managed team of 20 people in Sales and looking after the Projects of Gaursons, Mahagun, Ace City, Supertech and Ajnara in Noida, Noida extension and greater Noida.

Worked as a Senior Executive with Wipro BPO from 03-Oct-2006 till 20-Sept-2010. Joined as an Executive in Mumbai for AOL US Process. Got transferred to Delhi, to work for AOL UK SAVES (Retention) and AOL UK TECH Support as Senior Associate. Promoted as Quality Analyst on 31st May 2009 basis consistent good performance and well-versed process knowledge.

• Managed Supervisory escalations of agents.
• Analyzed escalation data to find major reasons for escalations are identify agents to coach.
• Share daily updates with all team members.
• Monitor calls and provide feedback to agents on daily basis.
• Worked closely with management on how to ensure process matrix are met daily.
• Highlight major call drivers and prepare daily and weekly reports on Fatal Errors and Major Observation on calls.
• Prepare Modules on various process updates and changes in call handling procedures on which agents needs to be trained and coached in order to be 100% process compliant.
• Train agents on client modules and changes in policies of process.
• Work and mentor under-perform agents and ensure that Quality Scores improve by putting in constant effort and regular personalized feedbacks.
• Prepare report of all agents on the frequency of daily, weekly and monthly.