Summary
Overview
Work History
Education
Skills
Additional Information
Quote
Interests
Work Availability
Hobbies
Timeline
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Subhadeep De

Subhadeep De

Partner Engagement Specialist | Technical Account Manager
Indore,Madhya Pradesh

Summary

Forward-thinking Operations Specialist bringing 5 years of expertise in Customer Service and Escalations Handling for BPO sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Technical Account Manager

Teleperformance
Indore, Madhya Pradesh
02.2018 - Current
  • Assisting Partners with first line troubleshooting on various Cloud Based products and Solutions such as, MS Office, Exchange, MS Azure, Acronis, Symantec, Dropbox (And many more).
  • Motivating team members, resolving conflicts and evaluate team performance.
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Handling escalations, customer concerns and disputes in Manager’s helpdesk.
  • Creating Powerpoint presentations on the progress of the Escalations Team on weekly basis to share with senior management and clients to improve business relations.
  • Maintaining good relationship with Client by communicating with them daily over various audio and video conferencing tools, about process updates and escalation resolutions.

Senior Associate

Concentrix
Kolkata, West Bengal
03.2016 - 01.2018
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Worked closely with Team Lead and Group Lead to maintain optimum levels of communication to effectively and efficiently complete projects.
  • Increased customer satisfaction by resolving issues.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Helping Trainers and managers in training new recruits on the work process and the new tools for better production results.
  • Occasionally, working as a Subject-Matter-Expert to support the new Line Of Businesses.

Associate

Wipro BPS
Kolkata, West Bengal
06.2015 - 02.2016
  • Managed customer relations and customer service through daily communication and interaction.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Explained diagnostic findings to customers and outlined repair or service options.

Education

BBA -

Mayfair Business School
Kolkata, West Bengal
08.2012 - 09.2015

High School Diploma -

H.D. Jr.College
Silchar
06.2010 - 03.2012

Primary School -

Daffodils School
Silchar, Assam
01.1996 - 01.2010

Skills

MS Powerpoint, Excel, Word

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Additional Information

  • Helping customers with solutions regarding various telecom-based issues. Looking after and supporting customers with solutions on banking wallet issues. Raising complaints when required for better resolution. Co-operating with the team lead and the management to maintain a better work environment. Helping Trainers and managers in training new recruits on the work process and the new tools for better production results. Occasionally, working as a Subject-Matter-Expert to support the new Line Of Businesses. 3 Years in Teleperformance as Partner Engagement Specialist/TAM (Technical Account Manager)

Quote

If you really look closely, most overnight successes took a long time.
Steve Jobs

Interests

Learning new technologies

Improving Skillset while working with a reputed organization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies

  • Playing Guitar
  • Singing
  • Sketching
  • Blogging

Timeline

Technical Account Manager

Teleperformance
02.2018 - Current

Senior Associate

Concentrix
03.2016 - 01.2018

Associate

Wipro BPS
06.2015 - 02.2016

BBA -

Mayfair Business School
08.2012 - 09.2015

High School Diploma -

H.D. Jr.College
06.2010 - 03.2012

Primary School -

Daffodils School
01.1996 - 01.2010

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Subhadeep DePartner Engagement Specialist | Technical Account Manager