Arindam Sen Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

•To achieve sales & quality KPI’s•Provide support to team as SME & assist Team Leader as 2IC•Providing coaching & training to new joiners as well as for existing team members on new products or changes to campaign•Assist TL with one on ones and performance reviews for team members•Coordinate with Business Analyst & Apps team for campaign related support•Organize dispatch of Key Fact Sheets.•Handling No Response & Non Yes report.•Sending out daily, fortnightly & monthly performance reports.

Gurgaon, India

• To lead a team of 14 customer service representatives for servicing clients across Eastern India• Overlook & ensure SLA (Service Level Agreement) adherence, best in class customer service, revenue collection, reducing roll over bad debts, retention activity, increasing realised revenue, up selling, and farming for customer contacts leading to positive leads for the sales team• To enable smooth service delivery, analyse customer complaint data, expectations, hold quarterly meetings with clients key decision makers, prepare action items with turn-around dates & responsibilities, coordinate with different SBU’s (Strategic Business Units like mobility, landline, enterprise etc.) and provide One Airtel Experience to corporate clients using multiple products• Responsible for preparing a presentation that was reviewed by CSD (Customer Service Delivery) Head of Eastern India on a monthly basis• Responsible for CSMM (Customer Satisfaction Measurement & Management) score for the base allotted to me

• Responsible for front end customer service for walk-in customers• Complaint resolution, contract & prepaid sales, product demonstration, sim changes, rate plan migration, educating & cross selling paid Value-Added Services & bundle offers, recharge voucher sales, stock maintenance, paid Value-Added Services activation & deactivation, etc.• July 2003 onwards I was given added responsibility as an assistant shop-in-charge reporting on to the Shop-In-Charge