Parthojit Dutta
New Delhi
Summary
Dynamic and customer-focused professional with over 9 years of experience in customer service, team leadership, and retail operations across telecom, travel, and IT sectors. Proven track record of delivering exceptional service, mentoring teams, and driving operational excellence. Adept at adapting to fast-paced environments, leveraging technical tools, and fostering high-performance cultures. Known for strong communication skills, creative problem-solving, and a commitment to continuous improvement.
Overview
16
16
years of professional experience
Work History
Subject Matter Expert (SME)
Admiral Solutions
01.2021 - Current
- Promoted from Customer Care Executive within one year
- Provided training and process guidance to new team members
- Acted as a bridge between operations and quality assurance
- Developed training materials for subject matter expertise across various domains.
- Facilitated knowledge sharing sessions to promote continuous improvement among teams.
- Mentored junior team members, fostering their professional development and growth.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Senior Associate - OPS – Travel Process
WNS Global Services
08.2021 - 05.2022
- Delivered support for international travel customers
- Resolved complex queries with empathy and efficiency
- Maintained high service quality in a fast-paced environment
Store Manager
Reliance Jio Infocomm Ltd
08.2017 - 01.2021
- Managed daily store operations, staff supervision, and customer engagement
- Achieved sales targets and ensured high customer satisfaction
- Handled inventory, escalations, and team performance reviews
- Managed daily store operations and ensured compliance with company policies.
- Oversaw inventory management and conducted regular stock audits to maintain accuracy.
- Trained and developed team members on customer service standards and sales techniques.
- Implemented promotional strategies to enhance product visibility and customer engagement.
- Coordinated staff schedules to optimize coverage during peak business hours.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Maintained store presentation standards to create an inviting shopping environment for customers.
- Recruited, trained and supervised new employees.
Customer Care Executive
Anjaybee Infotec
Shillong
08.2013 - 02.2014
- Delivered consistent customer support across multiple channels
- Maintained service quality and resolved queries effectively
- Collaborated with team members to enhance service quality.
- Utilized CRM software to track customer interactions efficiently.
- Trained new staff on customer service protocols and best practices.
MIS Executive
Anjaybee Infotec
Shillong
01.2011 - 12.2012
- Managed database updates and ensured data accuracy across systems.
- Assisted in generating regular reports for management review and decision-making.
- Maintained user access controls and ensured compliance with data protection regulations.
- Provided technical support to staff, resolving queries related to MIS functionalities.
- Created tables, pivot reports, and charts for information tracking purposes.
- Created and updated user-friendly spreadsheets on daily basis.
Customer Care Executive
24/7 Customer
08.2009 - 10.2010
- Provided frontline support and issue resolution
- Demonstrated strong communication and multitasking skills
- Assisted customers with inquiries and product information consistently.
- Resolved customer complaints by providing effective solutions and support.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
Education
BBA -
Intellectual Institute of Management & Technology
Delhi10-2020
Skills
- Customer Service & Relationship Management
- Team Leadership & Performance Monitoring
- Process Optimization & Quality Assurance
- MS Office Suite: Excel, Word, Access, Outlook
- Adaptability to Technical Upgrades
- Strong Communication & Interpersonal Skills
Personal Information
Date of Birth: 09/21/88
Timeline
Senior Associate - OPS – Travel Process
WNS Global Services
08.2021 - 05.2022
Subject Matter Expert (SME)
Admiral Solutions
01.2021 - Current
Store Manager
Reliance Jio Infocomm Ltd
08.2017 - 01.2021
Customer Care Executive
Anjaybee Infotec
08.2013 - 02.2014
MIS Executive
Anjaybee Infotec
01.2011 - 12.2012
Customer Care Executive
24/7 Customer
08.2009 - 10.2010
BBA -
Intellectual Institute of Management & Technology