Soumo Sen Gupta
Ranchi
Summary
Dynamic professional with a proven track record at HITECH DIGITAL SOLUTIONS, excelling in client relations and problem-solving. Adept at managing complex customer inquiries and enhancing service quality through active listening and effective communication. Recognized for implementing innovative solutions that significantly improved customer satisfaction and streamlined processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
HITECH DIGITAL SOLUTIONS
Ahmedabad
12.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Supported customers with product selection, ordering, billing, returns, exchanges, and technical support to ensure satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Monitored order progress from initiation to delivery to ensure timely service and resolve delivery complaints.
- Collected customer feedback through surveys to enhance customer service quality.
MBA Summer Associate
MTI, SAIL
Ranchi
08.2022 - 09.2022
- Policy Analysis: Conducted a comprehensive comparative study of 29 central labor laws consolidated into 4 New Labour Codes (Wages, Industrial Relations, Social Security, and OSH), identifying key shifts in compliance requirements.
- Analyzed impact of unified definition of 'Wages' (50% threshold rule) on SAIL’s compensation structures, provident fund liabilities, and gratuity payouts, identifying compliance gaps.
- Evaluated changes in Industrial Relations Code, focusing on increased threshold (from 100 to 300 workers) for government permission on layoffs and retrenchment, determining its effects on organizational flexibility.
- Researched expansion of social security benefits to gig and platform workers, and new provisions for women working night shifts, contributing to a framework for enhanced workplace diversity.
- Stakeholder Communication: Drafted simplified summaries and comparative charts for senior management to facilitate ease of understanding and smoother transition planning for the new regulatory regime.
Electrical Engineering Intern
H.E.C(Heavy Engineering Corporation Ltd.)
Ranchi
05.2018 - 06.2018
- Assisted engineers in designing electrical systems for heavy machinery projects.
- Conducted tests on electrical components to ensure compliance with safety standards.
- Collaborated with team members to troubleshoot and resolve technical issues efficiently.
- Compiled reports on PSD, INST, ERS, PEDI, EDB, and maintenance work during internship, enhancing data accuracy and supporting client relations at FFP, HMBP, and HMPT.
Education
MBA - HR(Human Resource) & Marketing
GIET University
Odisha03-2023
B.TECH - ELECTRICAL ENGINEERING
GIET University
Odisha09-2021
High School Diploma -
Jawahar Vidya Mandir, Shyamali
Ranchi , Jharkhand04-2016
Skills
- Call Management
- Client Relations
- Product Knowledge
- Scheduling appointments
- Multi-Task Management
- Data Entry
- Information Security
- Active Listening
- Problem-solving abilities
- Adaptive team player
- Positive and professional
Certification
Star Performer of the Month, I recently got awarded as the 'STAR PERFORMER OF THE MONTH' for the month of May 2024 for my impeccable performance and excellence at work.
Languages
English
Upper Intermediate (B2)
B2
Timeline
Customer Service Representative
HITECH DIGITAL SOLUTIONS
12.2023 - Current
MBA Summer Associate
MTI, SAIL
08.2022 - 09.2022
Electrical Engineering Intern
H.E.C(Heavy Engineering Corporation Ltd.)
05.2018 - 06.2018
MBA - HR(Human Resource) & Marketing
GIET University
B.TECH - ELECTRICAL ENGINEERING
GIET University
High School Diploma -
Jawahar Vidya Mandir, Shyamali