I have a converged profile comprising of Technical, Billing & Order Management expertise having worked in inbound , outbound and back office environment. Experienced Specialist with a demonstrated history of working in the telecommunications industry. My competencies include driving the team's performance, mentoring and coaching Direct Reportees. Trend analysis, performing Root Cause Analysis to understand behaviour, acting as the first point of escalation. Skilled in Microsoft Excel, Customer Service, Microsoft Word, Microsoft PowerPoint, and Leadership. Have had major contributions in process development through Continuous Improvement. Strong professional with a Bachelor's degree focused in B.Com from University of Calcutta.