Windows and Android
Rishabh Roy
CDM Support
Ghaziabad
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
CDM Support
BT
Gurugram
03.2020 - Current
- Manage billing reports.
- Cleanse data by making the entries uniform.
- Updating the feed-files as per invoices generated.
- Creating exchange rate files at global level.
- Ensuring training materials are recorded and maintained.
- Maintaining SLAs.
- Provide assistance to Contract Managers.
- Working in conjunction with managers to develop best practices.
- Based on analysis, provide process improvement and operational improvements to management
WFM Associate
BT
Gurugram
03.2017 - 02.2020
- Manage workflow and analyze workforce efficiency for employees.
- Daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement.
- Handle real-time shrinkage coding to mitigate impact on site-level adherence and attendance.
- Utilizing all internal resources appropriately.
- Provide workforce and performance reports to management.
- Based on analysis, provide process improvement and operational improvements to management.
Associate
BT
Gurugram
01.2016 - 02.2017
- Resolved customer complaints and queries over calls and chat.
- troubleshooting various BT products such as tv, broadband and mobile.
- Handled escalations at various levels.
- Worked varied hours, 24*7.
- Coached other team members on best practices.
- Won employee of the month several times.
- Recommended equipment upgrades to supervisors.
- Created solutions to satisfy customer needs.
- Provided product price information to customers.
Education
B. Tech. - Computer Science Engineering
Hi-Tech Institute of Engineering And Technology
Ghaziabad 08.2011 - 06.2015
Skills
Fluent in English, Hindi & Bangla
Good interpersonal skills
Analytic and logical reasoning
Excellent leadership skills
Value team work
Creative mind
Crises management
A professional and positive attitude
Software
C, Java, SQL and HTML
MS Office (excel, word, ppt etc)
Oneview and Genesys
Tungsten, Cyclone, CMDB and SNOW
Hobbies
Football, Singing, Chess, reading Novels, solving Sudoku and online Gaming
Timeline
CDM Support
BT
03.2020 - Current
WFM Associate
BT
03.2017 - 02.2020
Associate
BT
01.2016 - 02.2017
B. Tech. - Computer Science Engineering
Hi-Tech Institute of Engineering And Technology
08.2011 - 06.2015