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Abhishek Banerjee
AD-160, Saltlake CitySector-1Kolkata700064
Working in Capgemini for last 3 years for Knowledge and Business Services as a Consultant. Working as a part of the iApps team providing application support for applications on Interwoven, MS SharePoint and Intuit QuickBase.
Initiated the concept of getting business on social media within Capgemini. Owner of “On Demand Services” page in Capgemini Yammer which is actively providing services application services to Capgemini Internal clients worldwide.
Resolution Expert in Dell for 30 months with a constant endeavor to excel in customer satisfaction and working out technical resolutions to bring out the best customer experience for the Dell technical support helpdesk.
Social Media responder for Dell. Actively posting in Dell Community forum, Facebook, twitter and 3 rd
party technical forums to enhance and resolve technical issues for Dell customers all over the world.
Areas of Expertise
Customer Service ManagementComplaint Handling & ResolutionEnhancing Training Strategies
Social Media and CommunicationApplication SupportMigration and Testing
TeambuildingProcess DocumentationAuditing Quality Standards
Professional Experience
Capgemini January 2013 to Present
Consultant, January 2013 to Present
Currently working with the i-Apps team in Capgemini. Maintain and support new applications on SharePoint, Interwoven and Intuit Quickbase.
Key Responsibilities:
• Managing Themis application on Interwoven, a repository for storing documents for the global legal teams. Creating reports, assisting users with issues, new installation on users system and training the new legal team members on Themis.
• Had actively participated in migrating Themis from a centralized server structure to a decentralized structure. Managed all testing activities and user interactions during migration and upgrades of Themis.
• Managing and handling queries for ShareLoc, an application on SharePoint for the legal team. Providing user access, training and monthly reports.
• Collaborating with team members in designing new applications using Quickbase, providing application access to new team members, and maintaining trackers for number of user licenses.
• As an initiative created “On Demand Services” group in the Capgemini social network “Yammer” to provide services on SharePoint to any team within Capgemini requiring the same.
• Maintaining monthly reports on all the service requests closed by the team.
• Trained in French language for basic communication with clients. Completed DELF A1 certification through Alliance française.
DELL International Services, Mohali March 2010 to Dec 2012
Resolution Expert, June 2011 to December 2012Technical Support Associate, March 2010 to June 2011
Promoted to Resolution expert in Transition Queue to train and supervise the new hires for a period of 9 weeks to enable a smooth transition from training to operations.
Key Responsibilities:
• Tech support associate: Resolved technical queries for Dell customers, creating and following up dispatches to ensure resolution and promoting total solutions by pitching for sales of Dell products and services.
• Resolution expert: Handling Teams of 15-20 associates, handling customer escalations, following up on 5+ callers, training team members on different technical updates and new Dell systems.
• Resolution expert in Transition Queue: Monitoring all calls taken by the new hires, providing feedback and training so as to ensure smooth transition from training to operations.
Achievements:
• Achieved good scores across all parameters as a Tech support associate.
• Got rewarded for achieving 100% Customer experience for 3 consecutive quarters.
• Got rewarded for making sales of Dell products and services: $20,000 in a quarter.
• Promoted to the designation of a Resolution expert in Transition queue.
• Transition queue achieved the CE score of 87% best ever in the site.
• Got the opportunity to start the pilot batch for Social media and communication for Dell as a SMaC certified technician. Has posted on more than 200 blogs to Dell customers on social media and got many appreciation mails and posts from customers globally.
WIPRO BPO LTD. Kolkata July 2007 to Feb 2010
Performance Improvement Coach, December 2008 to February 2010Customer Service Associate, July 2007 to November 2008
Promoted to Performance Improvement Coach position to train and supervise customer service associates. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Managed the transition procedure from training to operations to ensure complete understanding and enhanced technical skills so that the new advisors can give the best possible technical support from day1.
Key Responsibilities:
• BT Broadband Technical helpdesk: Resolved customer queries regarding broadband, raising ticket to report service outage.
• BT Broadband Repeat Case Management: Ensuring customer satisfaction and resolution hand in hand in a maximum turnaround time of 48 hours. Handled all escalations and complaints calls.
• Performance Improvement Coach (Broadband THD): Handled OJT batches, supported a team of 25 regarding all there technical queries, maintained scorecards and provided weekly feedback and suggestions to better the performance after auditing their calls.
• Performance Improvement Coach(Dialup and VAS Pilot Training); Trained two batches of 15 trainees regarding the Pilot process, designed training modules in MS PPT and conducted tests to ensure understanding of each and every trainee. Achieved good throughput targets.
• Performance Improvement Coach (Dial up and VAS Operations): Supported the complete Dialup and VAS queue with the help of a Group Leader and another Coach. Handled escalations, communicated with the client on a daily basis regarding all technical and operational challenges on the floor.
Achievements:
• Achieved good scores across all parameters while in Tier I
• Assisted and maintained OJT batches while in Tier I as a Tenured Advisor
• Handled difficult customer issues with a view to achieving 100% customer satisfaction and resolution in Repeat Case Management Queue.
• Promoted to the designation of a Coach for BT Broadband THD
• Handled all new OJT teams in BT Broadband and met RFT/AHT targets as a team in the first week
• Got the opportunity to impart training and start a Pilot queue of BT Dialup and Value added Services.
• Had achieved 100% throughput from all the training batches.
Indiabulls Securities Limited June 2006 to June 2007
Associate Relationship Manager, June 2006 to June2007Responsible for opening more than 100 customer accounts and maintaining excellent relation with all my clients by demonstrating good human skills and hard work. Taking ownership of the customer complaints and maintain accounts of shares and derivatives in the clients account.
Education Summary
Degree Bachelor Of Science
College and University
Division:
P.E.S. College (Bangalore University)
1st Division
Year 2001 – 2004
Indian School Certificate (2001)
Indian Certificate of Sec. Education (1999)
St. James’ School, Kolkata
(Council For The Indian School Certificate Examinations)
I.S.C. – 72.5 %
Key Responsibilities:
Market company’s DEMAT Account and online stock trading services
Demonstrate company’s web based trading screen and train new account holders in its usage
Facilitate account holders’ trading operations in Equity and Derivatives market
Get individual account ledgers ratified by account holders
Achievements:
Have come to a position of directly handling 94 accounts within a period of 5 months
Have generated brokerage upwards of Rs. 200,000/- for the company since joining.
I.C.S.E. – 74.2 %
Languages Known English – Expert (speak, read, write)
Bengali – Expert (speak, read, write)
Hindi – Expert (speak, read, write)
French – Beginner (speak, read, write) DELF A1 certified
I.C.S.E. – 74.2 %
Languages Known English – Expert (speak, read, write)
Bengali – Expert (speak, read, write)
Hindi – Expert (speak, read, write)
French – Beginner (speak, read, write) DELF A1 certified
