Rupam Sen
Pune
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
23
23
years of professional experience
1
1
Language
Work History
Transitional Quality Lead
WNS Global Service Private Limited
09.2016 - Current
- Working as a Quality Lead in a Utilities debt collection process (British Gas), which is a customer centric debt collection voice process and general chat process.
- Has worked as lead for both operations and quality in the last couple of years.
- Provided overall direction, set goals for the escalation department, and established norms and standards of practice.
- Provided feedback based on established KPI metrics to help achieve overall business goals.
- Oversaw day-to-day operations of the voice team and quality, including managing staff schedules, monitoring performance, and training new hires.
- Provided guidance and feedback to team members on regular basis, ensuring that tasks were completed accurately.
- Provides technical assistance and training to QA personnel.
- Performed and tracked quality audits performed by quality analysts.
- Suggests changes in working conditions and use of technology to increase efficiency.
- Recommended improvements to QA methods, for betterment of final outcome.
- Support quality improvement initiatives such as process and product characterizations that lead to continuous / cost improvements.
- Uses a quality monitoring data management system to compile and track performance at team and individual level.
- Publishing and monitoring day to day AHT, Adherences, shrinkage, NPS report and do analysis of major call driver reports and cash conversion opportunity reports.
- Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
- Improved product quality by implementing strict quality control measures and conducting regular inspections.
- Ensured compliance with relevant regulations such as ISO 9001 by conducting regular audits both internally and externally.
- Have completed 2 Kaizen projects after completing 1-year Business process management certification from Mind map consultancy aided by WNS.
Senior Analyst
Searce Logistic Analytics LLP
11.2015 - 05.2016
- Worked as Senior Analyst for Searce Logistics, Accounts Receivable team.
- Major responsibility was to prepare account receivable report for different clients.
- Do outbound call to concern client to confirm the if that have received the bill and negotiate payments before the bill is overdue.
Senior Process Executive
Infosys Limited
11.2012 - 11.2015
- Worked as Senior Process Executive for projects like AT&T, British Telecom.
- Handling in bound call, chats and emails for AT&T Broadband support team and resolve customers queries.
- Handling Inbound call for British Telecom, customer related to their telecom issue and faults.
- Handling customers grievances related to past issue and ongoing issue and provide end to end resolution and follow up till the issue is completely resolved.
Senior Accounts Analyst
Kaleidoscope International Business solutions
04.2005 - 01.2012
- Worked as Senior Accounts Analyst were the major responsibility as to prepare employees pay bill and keeping a tape of all the monitory benefits.
- Managing company sales report and supply order release reports.
Computer Faculty
St. Ambrose Higher Secondary School
04.2003 - 03.2005
- Worked as a Computer Faculty for 02 years and was teaching students of middle school basic computer fundamental.
Education
Bachelor of Arts -
01-2003
Completed Bachelor of Arts
Business process management Certification - undefined
01-2019
Higher Secondary - undefined
01-2000
Senior Secondary - undefined
01-1998
Skills
Ability to rotate between all operational duties
Basic working knowledge of computers
Excellent interpersonal skills with the ability to work with multiple layers of the organization
Strong leadership and organizational skills
Interests
Playing and watching football, Swimming, Watching movie and series, Traveling
Timeline
Transitional Quality Lead - WNS Global Service Private Limited
09.2016 - Current
Senior Analyst - Searce Logistic Analytics LLP
11.2015 - 05.2016
Senior Process Executive - Infosys Limited
11.2012 - 11.2015
Senior Accounts Analyst - Kaleidoscope International Business solutions
04.2005 - 01.2012
Computer Faculty - St. Ambrose Higher Secondary School
04.2003 - 03.2005
Mind map Consultancy - Business process management Certification,
K. V. No 1, Bikaner, CBSE Board - Higher Secondary,
K. V. No 2, Pathankot, CBSE Board - Senior Secondary,
North Bengal University - Bachelor of Arts,