KAMAL DEBBARMA
NOIDA SECTOR 66,Delhi NCR
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
3
3
Languages
1
1
year of post-secondary education
Work History
Senior Agent
IQOR INDIA PRIVATE LIMITED
11.2021 - Current
- Implemented process improvements in areas that were underperforming.
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
- Supervised a team of 25, providing exceptional coaching and mentoring.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Obtained client information by answering telephone calls.
- Established strong customer relationships, building recommendations and loyalty.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Called prospective clients in market area to explain products offered and qualify leads.
- Used CASH CRM to prepare sales reports containing customer information related to products and services purchased.
- Processed customer orders quickly and accurately for timely delivery.
- Presented feedback to management on customer service trends and improvement areas.
- Handled and promptly resolved customer complaints to maintain professional relationships.
Senior Customer Service Executive
Q-CONNEQT BUSINESS SUPPORT SOLUTION LTD
09.2018 - 09.2021
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Maintained customer account information database by canceling and updating customer accounts.
- Prepared PnC Financial services reports by collecting and analyzing customer needs.
- Addressed on average 225-230 Outbound customer calls daily.
- Evaluated interactions between associates and customers to assess personnel performance.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Conducted surveys to determine customer opinion of products and services.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
MBA - Managment
Academy Europe Open University
University Of Germany 2024 - Current
Bachelor of Science - Information Technology
SIKKIM PROFESSIONAL UNIVERSITY
SIKKIM02.2024
Advance Diploma in Computer Application - Information Technology
NIELIT
Delhi 01.2016 - 12.2016
SSC - Sceince
Tripura Board of Secondary Education
TRIPURA 2006 - 2006
HSC - Sceince
Tripura Board of Secondary Education
TRIPURA 03.2004 - 03.2004
Skills
- Observance of Standards
- Product and Service Knowledge
- Telephone Etiquette
- Expert in [Type] Software
- Legal Advisory
- Contract Negotiations
- Performer Promotion
- Lead Prospecting
- Schedule Management
- Sales Closing
- Report Generation
- Business Development
- Report Creation
- Customer Needs Determination
- Career Growth Strategy Development
- Polite Communication Skills
- Order Fulfillment
- Critical Thinking
- Clear Communication
- Organizational Skills
- Call Management
- Problem-Solving Skills
- Appearance Scheduling
- Technical Support
- Information Documentation
- Sample Preparation
- Documenting Information
- Professional Networking
- Financial Document Preparation
- Customer Complaint Resolution
- Service Support
- Customer Service and Care
- Relationship Building
- Customer Service Abilities
- Problem-Solving
- Positive Attitude
- Recordkeeping Proficiency
Listening to music, Internet surfing, and Travelling
Listening to Music and Travelling :
Music makes me happier and stress lowers. It helps me to sleep better,
it reduces my depression. Traveling is my hobby because it allows me to
explore new cultures, meet new people, and gain new experiences. It also provides me with
an opportunity to take a break from my daily routine and see the world from a different
perspective, which helps me to appreciate the things I have and to become more open-minded.
Additional Information
PERSONAL DETAILS:
Father's Name : Swapan Debbarma
Date of birth : 03/03/1993
Marital Status : Married
Nationality : Indian
Sex : Male
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Interests
Listening Music, Gardening, Travelling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MBA - Managment
Academy Europe Open University
2024 - Current
Senior Agent
IQOR INDIA PRIVATE LIMITED
11.2021 - Current
Senior Customer Service Executive
Q-CONNEQT BUSINESS SUPPORT SOLUTION LTD
09.2018 - 09.2021
Advance Diploma in Computer Application - Information Technology
NIELIT
01.2016 - 12.2016
SSC - Sceince
Tripura Board of Secondary Education
2006 - 2006
HSC - Sceince
Tripura Board of Secondary Education
03.2004 - 03.2004
Bachelor of Science - Information Technology
SIKKIM PROFESSIONAL UNIVERSITY
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