Shyam Raj
Information Processing Specialist
Kolkata
Summary
Forward-thinking Operations Specialist bringing 17 years of expertise in customer service/sales for the BPO sector businesses. Cultivates rapport with stakeholders to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Willingness to take on added responsibilities.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Customer Service Subject Matter Expert
Tata Consultancy Services
Kolkata
08.2014 - Current
- Working as subject matter expert for one of the leading UK utility provider. Current job role involves collaboration with onshore client for knowledge transfers, successful implementation and adherence to all measures designed for offshore contact center.
- Preparing deadlock letters and Utility Ombudsman responses on behalf of our client.
- Training new personnel regarding project operations, policies and services.
- Cross-training and backing-up up other customer service managers.
- Following up with customers about resolved issues to maintain high standards of customer service.
- Designing and preparing technical reports, studies and related documentation.
- Increasing first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Serving as primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Streamlining customer service processes for improved efficiency and increased positive feedback.
- Collaborating with cross-functional teams to improve overall customer experience and product quality.
- Evaluating existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Enhancing customer satisfaction by promptly addressing and resolving complex issues.
- Establishing and maintaining strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Participating in team meetings and training sessions to stay informed about product updates and changes.
- Investigating and resolving customer inquiries and complaints quickly.
Team Lead
DM Technology
Kolkata
10.2006 - 07.2014
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Education
Bachelor of Commerce - Accounting
Umesh Chandra College
Kolkata, West Bengal 03.2005 - 04.2008
Skills
Complaint resolution
Staff education and training
Recordkeeping strengths
MS Office
Good Telephone/Email Etiquette
Multitasking Abilities
Flexible and Adaptable
Certification
Excel Essential Training (Microsoft 365)
Accomplishments
- Was selected to work with our onshore executive liason team in the development of a cross site complaints project and was the first to be successfully accredited across all sites - U.K, Manilla, South Africa.
Timeline
Oracle DBA
12-2023
Excel Essential Training (Microsoft 365)
07-2023
Customer Service Subject Matter Expert
Tata Consultancy Services
08.2014 - Current
Team Lead
DM Technology
10.2006 - 07.2014
Bachelor of Commerce - Accounting
Umesh Chandra College
03.2005 - 04.2008
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