PRABIR ADHIKARY

• Initially started career with Concentrix as Advisor and key responsibility to take calls from 30 Apr 2018 to 15 Nov 2022.
• Responsibility taken for several LOB's during this period as Domestic Airlines, Domestic hotel, Instacart and Flipkart (during Covid) and Online Name correction grid for airlines booking.
• 16th Nov 2022 onwards promoted as Sr. Quality Evaluator leading towards a role with several responsibilities in Quality and training.
• Audit of cases/Tickets and Summarizing it at different categories and sharing Coaching and Feedback.
• Driving efficiency in terms reducing backlog of cases, increasing Milestone SLOs (First response, Meaningful updates, Valid client contact, Case/ticket resolutions).
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in process quality.
• Skill in Excel Intermediate – VLOOKUP, Pivot tables, for managing data, analysis and projecting the data .

• Completed training such as EVOLVE, Grow and 6Sigma Yellow belt
• Worked in some projects such as RAFT (Repeat Action Force Task ) which was responsible to handle the repetitive callers and escalation prone customer
• Worked in AHT baseline project -simulation activity on NVA's and process requirement to evaluate actual AHT in specific call drivers
• Handled B2B project from scratch in order to meet client expectations on their new start up. Responsibility taken to evaluate data points, process recommendations and presenting data to client weekly basis for a clearer picture.
• Currently working on FMEA (Failure modes & Effect Analysis) which is to determine the possible failures of the process & establish clear mitigation strategy associated with risk.
• Took participation in internal and external calibration

• In Sulekha joined as trainee to learn sales and marketing

Worked as Sales executive (Inbound and Outbound).

Key Responsibility - To take calls inbound and providing demonstration of product available. Out bound calls to take regular follow up and updates related to sales

In order to achieve regular targets and monthly targets it was a huge challenge to convince customers to pay.

• One Point One is a provider of conversational AI tools for customers, offering you the best in business process management solutions
• Handling inbound calls as customer care representative and out bound up sales.

• Macwin India is a broker company in semiconductor devices and scientific equipments
• Service engineer with R&D process, trained on handling 100 class clean room in Govt projects
• Hand on training on semiconductor profiling
• Give training to new appointed Engineers.