Joydeep Roy Email & Phone Number

India

Noida Area, India

Gurgaon, India

Have worked with Accenture as Assistant Manager, TrainingEdit | DeleteMar 2015 to Present (2 year(s) - 6 month(s))Training Transition and Operational Excellence for Amazon.To train engineering & FnA associates on Service Desk protocol.To train team leads and managers on ethics and compliance.To conduct corporate trainings, as per Accenture policies.Training corporates on effective Business Writing Skills and Conference Call Etiquette.To Conduct Campus to Corporate… Show more Have worked with Accenture as Assistant Manager, TrainingEdit | DeleteMar 2015 to Present (2 year(s) - 6 month(s))Training Transition and Operational Excellence for Amazon.To train engineering & FnA associates on Service Desk protocol.To train team leads and managers on ethics and compliance.To conduct corporate trainings, as per Accenture policies.Training corporates on effective Business Writing Skills and Conference Call Etiquette.To Conduct Campus to Corporate Workshops.To manage a team of Voice Experts.Voice assessment examiner for the Accenture recruitment team.POC for 3 projects/deals Show less

Gurgaon, India

•New Hire Orientation and training.•Sensitizing people to the policies and procedures of the company as well as the client (Orange).•Conducting Corporate training for existing employees regarding Ethics and Security,Privacy,Importance of DPA,Customer Centricity etc.•Attrition handling (with an annual target of 75%).•Managing the team for 8 weeks as a Team Leader during Nesting/Early production.•Making reports related to my team’s performance, attendance and tentative… Show more •New Hire Orientation and training.•Sensitizing people to the policies and procedures of the company as well as the client (Orange).•Conducting Corporate training for existing employees regarding Ethics and Security,Privacy,Importance of DPA,Customer Centricity etc.•Attrition handling (with an annual target of 75%).•Managing the team for 8 weeks as a Team Leader during Nesting/Early production.•Making reports related to my team’s performance, attendance and tentative attrition.•1-2-1 feedback to all agents with special attention towards production outliers.•Managing key metrics for the team and help my people the desired CSAT,NPS,FCR thresholds.•Managing ADRs (Alternate Dispute Resolution for the team) within the cut off time i.e. first follow up in 24 hours-second follow up in 72 hours and third follow up in 15 calendar days.•Motivational and performance recognition activities for the team.•Closely following up any issue that requires my attention with the clients through e-mails or con calls.•Helping and managing the team during business contingencies or logistical challenges to ensure BAU. Show less

Kolkata Area, India

•Trained new hires to overcome FLI and other communication barriers like grammar, pronunciation etc. Also trained on customer centricity & culture of the clientele being catered to.•Intervened as a CIG (communication improvement group) specialist to train tenured agents to achieve the desired C-Sat scores. Also audited calls to check if the training is being implemented and also to identify the specific flaws and provide feedback to overcome them.•Have managed & mentored the team of… Show more •Trained new hires to overcome FLI and other communication barriers like grammar, pronunciation etc. Also trained on customer centricity & culture of the clientele being catered to.•Intervened as a CIG (communication improvement group) specialist to train tenured agents to achieve the desired C-Sat scores. Also audited calls to check if the training is being implemented and also to identify the specific flaws and provide feedback to overcome them.•Have managed & mentored the team of communication outliers on the production floor.•Attrition Handling.•managing floor targets for agent communication and CSAT.•1-2-1 feedback to agents not meeting CSAT/Communication/Care targets. Show less

Kolkata Area, India

• Had joined HSBC, Kolkata on Oct’ 25 th. 2007 and have worked with the brand till Jan’12. Have worked in 3 departments related to North American credit cards.HSBC Customer Service: Selected for the Customer Service department of Premier accounts. Job role included answering customer queries, account maintenance, troubleshooting issues related to the bank’s website, processing payments & up selling of insurance products of HSBC, as per customers’ need.Card… Show more • Had joined HSBC, Kolkata on Oct’ 25 th. 2007 and have worked with the brand till Jan’12. Have worked in 3 departments related to North American credit cards.HSBC Customer Service: Selected for the Customer Service department of Premier accounts. Job role included answering customer queries, account maintenance, troubleshooting issues related to the bank’s website, processing payments & up selling of insurance products of HSBC, as per customers’ need.Card Services-Collections: Worked with the inbound queue, to offer assistance & collect on delinquent accounts.Collections-Back Office: A combination of voice & data processing for customers filing for bankruptcy (chapters 7,7a,11,13), credit reporting amendments, consolidation of debts, updating database in-case of loss of life of cardholders etc.•Handled the team in the absence of the team manager .•Have supported the new hires on calls.•Have been a floor trainer & supervisor.•Performed live & recorded Audits of calls & shared feedback for optimum customer satisfaction. Have been awarded “The Quality Guru” on numerous occasions.•Have been a process update specialist for the department, was responsible for taking a formal handover from the onshore quality team and educate the agents about the amendments related to the US banking laws.•Have been the compliance marshal for the process. Show less

Bachelor Of Science (Bsc), Hospitality Administration/Management

Activities and Societies: Had done a 6 months intership with The Park,Kolkata.Have done multiple vocational trainings with ITC,Sonar.

Isc, Science

Activities and Societies: Was an active participant of the SXC Debate club,Nature Club and have also participated in inter school.