TONMOY SAHA

• I am working as SME in Community Operations CM SAM / ANSA market
• In 2017 I moved to N&P IGPR ANSA
• Processing few file to know and understand the basic level and current flow hits in queue.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Maintain productivity on daily basis along with team management
• I am responsible to keep an eyes on queue status and control the bridge with the help of associates who are real time working on queue
• Responsibility to maintain daily productivity data.
• Maintaining the KPI for individually
• Feedback to peers to improving quality, Production AHT and other
• Keep on eye and work on team quality to improve and maintain the same
• Attending policy calls with Clients or counterpart to get update myself and for my teams and share the same to teams.
• Handling critical files and process them factoring with policy
• Quality Analysis of team errors, Doing RCA and weekly report publish to management and peers
• Implanting different strategies to achieve goal
• Enrolling different training programme for team
• Taking error calibration to help team to understand what and where they are making error so that in future they won't repeat the same and maintain the quality
• Engaging people in other activity to relieve the work pressure for a bit.
• Documented diagnostic results and supported root cause analysis and troubleshooting.
• Checking bottom quartile performer and support arranging different training programme to support to achieve their performance.
• Collaborated with management to identify and prioritize new development concepts.

• Worked with Canadian Bank from 07-06-2012 as a process associate
• I used to prepare the whole Mortgage Related legal documents (LOD, SOD, Solicitor Doc) in basis of customer income statement, capability of repayment
• From March 12th 2013 I got promoted as a Quality Analyst
• My job was to check the entire document which was prepared by Document Preparation Department
• And fax those documents to particular solicitor / Lawyer to payment the mortgage and to check the funding dept
• On the other hand I used to take care of customes mortgage account, setup the initial account, taking care of the GIC account
• To check the maturity and responsible to fund the particular maturity amount to customer bank account
• From June 22nd 2014 I moved to Different deal in same organization
• Where my duties was to check the insurance status of the same mortgage which is called Hazard Insurance
• Hazard Insurance covers natural calamities like flood, fir cyclone, Hurrican etc
• My job was to check the renew date of the particular policy, is any premium due or not
• To pay premium from customer bank account, renew the policy, to call and remined customer to pay the premium.

• To guide how to matrimony side operate
• Educate customer about product services and charges
• Convincing customer from free service to paid membership
• Maintaining call data by EOD for the whole team.

• Handling incoming calls from WB and Kolkata Airtel and Vodafone prepaid customer
• Resolving customer problem with giving accurate information.

• Scan all the image and advertisement from newspaper and magazine, edited into photoshop, create new advertisement and new marketing
• Making data for all new advertisement
• Characteristic Strength:
• Quick Learner and implementing Capability
• Keep clam in all hard situation
• Good gelling up capability with people
• Positive attitude and Enthusiastic
• Good decision-making ability.

GPA: 69

GPA: 52