Quality Analyst.
WIPRO
Total years of experience :19 years, 5 Months
Subhranshu Ganguly
• Objective Having more than 17 years experience in customer service and marketing, and having a PGDBA from Symbiosis Pune I am looking for a Banking and financial services , Marketing, CUSTOMER SERVICE, HR, Technical helpdesk job.
• Please visit my profile in bayt.com . CV21573542- cv no bayt.com. & Linked in.
• Current Working Experience as QA in Calcutta
Working as a quality analyst in Hewitt Packard technical process supporting, HP, printers, desktop and laptop computers all over US and Canada. My job role creating a Graphical Pareto Analysis of customer grievances due to agent performance and giving feedback about call quality that includes technical trouble shooting aspect and customer handling aspect reduced customer detractor survey by 80%. For this I was awarded the best QA. My experience in WIPRO is for 8 years. The customers generally call about the computer(desktop/laptop) not booting up, running slow or not able to access the internet and printers notable to print, scan or fax . The issue could be resolved by downloading a patch from the internet, downloading a driver, doing a bios update or running a system restore. If that did not work recovery was the last step. Or if it was a hardware issue the hard drive self test or the diagnostic test would show an error message indicating the part had to be replaced.
The main issue with printers is printer not printing, not able to print wireless, low ink level, carriage jam and paper jam issues. The issue could be resolved by a simple step of power cycle or a complicated step of reinstalling the printer software on the computer.
• Experience in Delhi.
Due to my excellent performance as a technical rep I was promoted as a quality analyst in Delhi.
• Experience at Reliance, Sovreign bank & Convergys Bombay.
I have worked in Convergys working for Australian client Optus a subsidiary of SingTel. I have also worked for a banking process for Sovereign bank a bank based in New England and Mid-Atlantic region of US.I was awarded the best caller award by Mr James White manager SOV Bank US.
My job role involved assisting the customers with both liability and asset products of the bank. I have also served Indian customers working for Reliance Mutual Fund and life Insurance. Serving customers migrating from Post Paid BILLING to Prepaid Reliance India Mobile while working in (Dhirubhai Ambani knowledge City, Navi Mumbai)DAKC was a great experience.
• Experience as a cold calling lead creation marketing executive in Calcutta.
I have worked as a stipendiary Urban Career Agent for LIC and as an Agent for TATA AIG Life Insurance and General Insurance Corporation. I have worked in Standard Chartered bank room service where my job was to serve High Net worth individuals of the bank. My job profile included giving different investment options which included flexi Fixed deposits, equity Mutual funds, debt fund and bonds. My current work experience in BPO is about 10 years and total experience is 17 years.
• Educational qualification.
Has done an MBA, from Symbiosis with specialisation in HR, with classes conducted in WIPRO campus and passed with A+ grade. Has also done a Wipro certified course in excel and power point from APTECH. Has also completed a PGDM in finance and marketing management from Bhratiya Vidya Bhavan. Has done a post graduate course in applied computer sciences PGCACS jointly conducted by CMC and JU.
• Professional Qualification
I have passed AMFI and IRDA life &general certification while dealing in Mutual Funds and Life Insurance and general insurance products.
MS excel, word , power point. My course included working Vlookup, Hlookup, linking of excel databases, working in power point , mailing ettiqate and other aspects of Ms office.
I have done a post graduate diploma in business management with specialization in Human Resource management and I have secured an A+ grade. • Subjects covered included Accounts, Consumer Behavior, marketing management, financial management that included profitability and stability ratios and business protocol. • CRM syllabus included studying customer surveys and their importance . • Marketing Management course included branding of products, direct sales, advertising, customer delight survey, different forms of survey over the mail, telephone and the internet. It also included banking. The functioning of central banks, CRR , lending rates, INSURANCE , LIFE & GENERAL,MUTUAL FUNDS -DIFFERENT TYPES-risk propensity has an inverse relationship with the age of a person and length of the lock in period. • Strategic management including business strategy ,sales strategy, strategy for competition • Financial accounting, preparation of trial balance , ledger , balance sheet , standard costing, calculating of overhead costs, different types of depreciation etc. • Human Resource management including 360degree feedback.BALANCED SCORECARD. Role of moderation in HRM. Difference between personnel management and HRM. Role of training . How to retain employees . ETC.
The course included networking and type of networks used and their troubel shooting
Basics in accountance. Salaes management which included territorry management , advertising, customer survey etc.
