Satyakam Chand
Senior Associate
Kolkata,WB
Summary
Setting a goal to be part of a dynamic and growth oriented organization where I can utilize my knowledge, skills, professional experience and develop them for career growth.
Senior Associate with Expertise in Customer Service
Overview
7
7
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Senior Associate
Wipro Limited
07.2019 - Current
- Company Overview: Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services.
- Worked as a representative for 'Bestbuy Geeksquad' Process to answer inbound chats of customers from USA with their concerns in the year of Wipro joining 2019. It is business-to-consumer process.
- Took remote access (if needed) and optimized customer's laptop or desktop in addition to Anti-viruses setup, other system security checkups for overall Operating System stability and performance.
- Earned 48 promoters via resolving customer concerns and satisfaction in the first month of production floor hit.
- Pitched Anti-virus packages after dealing with customer concerns and earned lucrative incentive.
- Worked in Number Port queue of 'Openreach' process which is a subsidiary of BT Group in the year of 2020 July (after becoming permanent employee of Wipro) and answered inbound chats to deal with various number porting concerns of different communication providers such as Sky, Talktalk, Virgin Media, Vodafone for their consumers behalf of 'Number Port' queue. It is business-to-business process.
- Dealt with broadband installation (End to end) & existing connection's repair order of consumers from UK while working for the subqueue Customer Service Insight Management (CSIM). Scored more than 95% in monthly stack and became stack topper once in the year 2022.
- Shifted to new queue of Openreach 'Planning & Allocation' in the year of 2023 April due to tenurity in Wipro Openreach process. As part of Planning & Allocation POC (Proof of concept) and prepared few Standard Operating Procedure (SOP) with the help of Microsoft Word and Microsoft Powerpoint application.
- Performed Duty of Care (DOC) for engineers to ensure their safety and timely login/logout, contacted them via outbound call for any concerns related to DOC. Answered inbound calls of engineers working across UK to understand and resolve their various queries related to absence booking/modification/cancellation, leave management, job allocation or job emulation from their terminal behalf of them.
- Worked in many data sub-queues such as Furthered Task Management, Driver Safety while solving Organization Unit Code (OUC) mismatch, Fibre to the Premises (FTTP) task creation for engineers, Workstack Cleansing etc. Maintained monthly stack score over 90% every month since 'Planning & Allocation' POC completion and became stack topper many times.
- Planned and allocated installation/repair jobs to engineers via CU FTTP Flex sub-queue through Map Customizer tool and with the help of Google Maps to ensure the smooth travel distance for engineers in real-time basis. This helped me to grow my analytical abilities further.
- Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services.
- Reference Contact: Atanu Sarkar 8777613860
Back Office Executive
Brishti Technologies Pvt Ltd
05.2018 - 12.2018
- Company Overview: An Ed-Tech company developing and operating large B2C web portals, including LearnPick, MyPrivateTutor, Wizert.
- Performed a host of back-end jobs including Question/Answer checking, Intro video submission.
- Prepared Powerpoint Presentation, Study Material Notes and checked-optimized-approved articles.
- Added courses for all new and existing institutes.
- Worked on School section discussion update, new school adding and update, exam section update, exam section discussion update.
- Done onsite blog posting, reviews & testimonials and Profile KYC verification.
- Executed, carried out and delivered other work incidental to and thought out necessary as per business requirement at my level, inclusive of addition to my above mentioned job roles and schedule of goal i.e. to take care of call handling for after-sales, payments and various other miscellaneous purposes.
- An Ed-Tech company developing and operating large B2C web portals, including LearnPick, MyPrivateTutor, Wizert.
- Reference Contact: Baishali Talukdar 9681981003
Education
Master of Computer Applications -
Punjab Technical University
01.2010 - 01.2013
Bachelor of Computer Applications - undefined
West Bengal University of Technology
01.2007 - 01.2010
Higher Secondary - undefined
West Bengal Council of Higher Secondary Education
01.2005 - 01.2007
Skills
Effective listening
Interests
Chess
International Cricket
Computer Hardware and Software
Computer Gaming
Quora
quora.com/profile/Satyakam-Chand
Timeline
Senior Associate
Wipro Limited
07.2019 - Current
Back Office Executive
Brishti Technologies Pvt Ltd
05.2018 - 12.2018
Master of Computer Applications -
Punjab Technical University
01.2010 - 01.2013
Bachelor of Computer Applications - undefined
West Bengal University of Technology
01.2007 - 01.2010
Higher Secondary - undefined
West Bengal Council of Higher Secondary Education
01.2005 - 01.2007
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