Currently working in KIMS psychiatry department as a research scholar doing research on addiction and Psychology of Addictive Behaviors

I work with Patients with a variety of psychological issues, mostly deal with substance abuse and family issues, Manage business Aquisition and Handling B2B Clientele.

National Head Customer Care Taking Care of the call center projects and customer care over all. Handling 7 States from Bhubaneswar.Reporting to Chairman,Completely Responsible for trainingRecruitment of CSRcustomer handholding & quality of service at the customer touch points across the Zone/StatesResponsible for standardization of customer handling processes as per defined norms and SLA & thus bringing about the desired eradication of errors with enhanced C-Sat.Responsible for Overall Voluntary Churn, retention and post to pre conversions within the Region through regular review with the help of the EEVP.Formulating Training programs and implementing them.Making sure of adherence of Project timelines.Handling the purchase dept and payments made in time.Ensuring Quality Adherence for the whole organization.300 People Report to me directly or indirectly.Completely Handling the BPO Business for the company. Handling Appraisals. Enabling Auto TT Generations for the company for the first time in any industry.Managing PR and Liasoning Activity.Managed Churn and Retention.Made Sure that the SLA provided to the POS units were adhered to.Formulated and configured a fully Automated IVRS System. Introduced for the first time in the industry automated trouble ticket generation.Configured Automated Confirmation calls.Introduced for the first time SMS trouble ticked generation.Franchisee Management.Handling Collections, Handling Service Provisioning. Customer Retention.

Taking care of the customer care part like the call center and the retention part

, Setup Call center and customer care activities. Take care of the technical as well as the backend and provisioning team.Handling a team of 150 executives.Recruitment of executives.Providing Support to the sales staff and the technical team.Formulating Training programs and implementing them.Making sure all activations were with in TATMaking sure all complaint were resolved with in TATFormulating the appraisal process for CCEsMaking sure that the service level remained as per prescribed.Making sure we had all the overly satisfied customers.Making sure that the technical infrastructure worked ok.Took care of the Training and the appraisal of roughly 50 people in the state who reported to me directly or indirectly.Handled Postpaid, Prepaid related activities of all the Zones in the state.Was also responsible for the Quality & Audits of the CC Operations in the state.Was the One point contact in the cluster with the circle for all CC OperationsWas responsible for the Connectivity related problems of the state.Was also responsible for the Asset management in the entire Customer care points of the state.

Technical support 3, Setup networks and to make Microsoft Exchange 2003 and Windows 2003 Server on an Enterprise level programming to meet management and field-sales information needs.Design and implement networks in small business from 70-75 nodes networks.Train sales staff on use of new programs. Developed Training Modules for Junior Support engineers. Undertake training and triages for new consultants.Asset ManagementWorking with break fix issues with exchange like Disaster Recovery of Exchange Server, connectors, Outgoing and Incoming Mail Flow Issues, Remote Work Web Place, working with advisory cases giving high end troubleshooting steps to system administrators how to set up Small business Server networks and exchange server. Worked with setting up DNS, MX records, PTR Records and A Records to get the mail flow to work properly.Took Part in MOC (Microsoft Official Curriculum )

Joined as a CSE but worked my way up to be come a computer prpgrammer and a trainer

Promoted to I.T Trainer in 06/02.Worked with Exchange Server 2000 system administrator job. Did a little of scripting on Visual Basic, C, C++, Java, Java Script, HTML, CGI with Perl; Programmed and developed training tools for Customer Support Officers..Served as liaison between system users and technical support group.Trained field system users.Created Sales pitch guide for Customer support Agents.

TO TRIAN IT STAFF AND CREATE THE NETWORKS FOR THE COMPANY.