Suman Pattanayak
New Delhi
Summary
Experienced and Dedicated in quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Excellent time management skills combined with a superior knowledge of the customer service industry. Seeking a growth oriented career, eager to achieve expertise through hard work, determination and perseverance with an approach reflecting enthusiasm and positive attitude towards achieving goals. Strong Communication Skills Dedicated, Punctual and Hard Working Creative Concerned towards social issues Well versed in writing & pitching creative briefs A team leader with ownership qualities Brief knowledge of digital media promotions & marketing A social media savvy Strategic Planner
Overview
8
8
years of professional experience
3
3
Certifications
1
1
Language
Work History
Senior Executive
SBI CARD AND PAYMENT SERVICES PVT. LTD
03.2020 - Current
- Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy as per targets defined
- Handling customer queries and escalations
- Analysis and reporting of repeat complaints
- Liaising with teams for resolution
- Working on BRD and automated projects for better customer support and data tracking services
- Maintaining process dashboards for business reporting purposes
- Following with other departments for effective issue resolution & stakeholder management
- Identify ways of improving current processes to enhance customer experience
- Timely reporting of process metrics to business and internal stakeholders
- Managing critical financial transactions and processing of critical queries on mainframe software's.
Process Associate
IGT SOLUTIONS
01.2019 - 02.2020
- Handled 50+ customer interaction per day, giving detailed, friendly and polite service to ensure customer retention and satisfaction
- Memorized all company product and services to be able to answer customer question quickly and efficiently
- Mentoring new-hire trainees and Floor support.
Technical support Associate
RAPSUS TECHNOLOGIES PVT LTD
08.2015 - 11.2017
- Mentoring of Compliance for new hire trainees
- Provide detailed feedback to team members pertaining to each project
- Floor Queries
- Monitored all incoming BPO orders and prepared necessary documentation
- Managed client communications with timely responses to emails phone calls etc
- Provided support to other teams when required
- Efficiently resolved client issues
- Research and Development of New issues.
Technical support Associate
CONCENTRIX INDIA PVT LTD, IBM India PVT LTD
01.2013 - 03.2015
- Handle 50+ customer interaction per day, giving detailed, friendly and polite service to ensure customer retention and satisfaction
- Memorized all company product and services to be able to answer customer question quickly and efficiently.
- Focusing in Customer resolution and C-SAT adherence.
Education
X - ICSE -
Marshall School
Dehradun 04.2001 -
XII - ISC - Commerce
Marshall School
DehradunBBA - Financial Management
New Delhi Institute of Information Technology
New Delhi 04.2001 -
Skills
Performance improvement
Certification
Dual Six-Sigma (Green and Black Belt), UDEMY
Extra-curricular Activities
Volunteer at Chittaranjan Park Mela Ground Durga Puja Samity, New Delhi
Helped to organize 4 days event and managed 60,000 - 70,000 audiences/every day.
Managed and delegated individual roles to other volunteers during bhog-distribution.
Fitness Enthusiast
Hobbies
Working out at Gym, Cooking.
Timeline
Dual Six-Sigma (Green and Black Belt), UDEMY
05-2022
Anti-Money Laundering Concepts: AML, KYC and Compliance, UDEMY
03-2022
Senior Executive
SBI CARD AND PAYMENT SERVICES PVT. LTD
03.2020 - Current
Performance Marketing, DIDM
08-2019
Process Associate
IGT SOLUTIONS
01.2019 - 02.2020
Technical support Associate
RAPSUS TECHNOLOGIES PVT LTD
08.2015 - 11.2017
Technical support Associate
CONCENTRIX INDIA PVT LTD, IBM India PVT LTD
01.2013 - 03.2015
X - ICSE -
Marshall School
04.2001 -
BBA - Financial Management
New Delhi Institute of Information Technology
04.2001 -
XII - ISC - Commerce
Marshall School
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