Madhuparna Sen

• Participate in the development of call monitoring style and industry best practices
• Monitor calls and report data and trends to the facility management team
• Gather and track individuals and team progress using a quality tracking data management system
• Review customer care email replies
• Participate in client and consumer listening initiatives to discover consumer requirements and expectations.
• Coached team members on best practices in quality assurance, fostering a culture of excellence and accountability.
• Tackled employee conflicts immediately so that issues did not fester but were instead resolved and to make sure work schedules remained unaffected.
• Helped conduct internal and vendor quality audits to satisfy SOP requirements.
• Handled scheduling, data tracking and other administrative functions for quality team.

• Analyzed company processes, systems and workflows to innovate and implement successful business change
• Investigated and evaluated current processes to develop and realize key business improvement objectives
• Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
• Carried out in-depth business analysis, seeking areas for improvement and identifying targeted development strategies
• Outlined detailed plans for improvement action and its implementation
• Facilitated resourceful decision-making to tackle organizational problems.
• Analyzed competitive landscape through market research activities, providing valuable insights into emerging trends that informed strategic direction.
• Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.

• Call audits and encrypted
• Training for newcomers
• Working with US, UK, and Canada doctor offices to take the records
• Took the escalation calls.

• Resolved customer queries using active listening and problem-solving skills
• Resolved enquiries within target timeframes
• Escalated technical or complex queries appropriately
• Worked flexibly across multiple customer access points
• Set the curriculum for the students
• Train Teacher and Parent on how to use Flinto Box.

• Performed administrative tasks, document management, and report development for inter-departmental use
• Answered phones and performed clerical office functions
• Trained and mentored junior administrative team members in procedures
• Updated client correspondence files and noted additions in the file index
• Managed printer maintenance schedule and toner replenishment
• Organized and stored hardcopy files
• Uploaded files and entered data into the records management system
• Helped staff with special projects by setting up schedules and organizing resources
• Take the interviews of intern Doctors and Nurse and other staff
• Arranged supplies and spaces for staff meetings and trips
• Coordinator with the patient.

• Trained and mentored employees to maximise team performance
• Managed complaints with calm, clear communication and problem-solving
• Demonstrated consistent hard work and dedication to achieve results and improve operations
• Troubleshoot problems and diagnosed system faults
• Supervised work of contracted employees to deliver work on schedule
• Achieved service time and quality targets
• Planned and executed new strategies to increase sales
• Resolved customer queries and problems using effective communication and provided step-by-step solutions
• Customized customer experiences to build brand loyalty
• Actively listened to customers to fully understand requests and address concerns
• Handled more than 100 of inbound calls per day
• Optimized team training and staff development
• Take the escalation calls(within 3 months of joining).

• Trained and mentored employees to maximise team performance
• Managed complaints with calm, clear communication and problem-solving
• Demonstrated consistent hard work and dedication to achieve results and improve operations
• Achieved service time and quality targets
• Built and maintained courteous and effective working relationships
• Handled more than 100 inbound calls per day
• Optimized team training and staff development.

• Carried out regular training with staff to help advance skills within customer care, effective complaint handling and service improvement tactics
• Ensured positive customer experience was maintained by monitoring through introduction and customer care calls
• Closely monitored and oversaw company operations and customer care processes, ensuring procedures stayed high-quality and employees met service targets
• Kept customers accurate and updated information stored on CRM, for organizational, sales, and customer care purposes
• Processed cash and card payments using tills, providing correct change for cash purposes
• Coordinate with the Bank manager to fill the cash out ATM
• Control the North East J&K ATM
• Conducted tasks as instructed by managers, such as cleaning and shelf dressing, completing under tight deadlines and without assistance.
• Mainly take care of STATE BANK OF INDIA (NE PJK) Northeast & Punjab J&K.
• SBI Banking Responsibilities.

SBI Internet banking & Mobile banking
Client focus
Planning and organizing
Fostering communication
Attention to detail
Professionalism
Collaborating with others
Cash handling and mathematics
Customer service
Taking care of all the ATM of the States with Win-core, Diebold, Vortex NCR, SIS, CMS, CHECKMATE.
Responsibilities totally to handle the ATM'S money with the help of Bank Manager and to handover the cash to representatives.
Handling the escalation mails in 30 min by Bank Managers.
Lead the team in absence of team lead (Roster, leave approval, escalations).

• Closely monitored financial aspects on Salesforce, reporting abnormalities to finance teams to rectify
• Stayed up to date on market developments and competitor activities through online research and attending networking events
• Oversaw the hiring processes by monitoring interviews and helping with selection processes
• Established cost reduction methods by analyzing accounting activities and changing inefficient processes
• Work with IRCTC tickets booking and Holiday package.