CURRICULAM VITAE

Personal Information
Biru Kumar Singh
38/A/1, Satya Sadhan Dhar Lane,
Patuapara, Liluah, Howrah 711204 (West Bengal)
# 9748932385 & # 9811391932

Professional Profile :A resourceful and team-oriented person with experience in all phases of E-Commerce industry.
Recognized as a hands-on, proactive trouble shooter, who can identify training related problems,
formulate strategic plans, initiate changes and implement new processes in challenging and
diverse environments. Definitive strengths in improving customer service and sales, developing
feedback mechanisms to identify errors. Strengths include strong inter-personal and corporate
communication skills, analytical bent of mind, leadership capabilities and an ability to function
efficiently in a multi-cultural work environment which requires adapting to change and new
learning.

Skills and Abilities:

Strong Understanding of Call center Management and Skilled in building client relations.

Strong leadership quality and performance analyzing capability with Excellent manpower
management and analytical skills

To increase the productivity create working module project, manage to implemented with
the help of Tech team.

Delivering Business Impact by driving business process, solving problems and driving
positive changes within the organization.

Dash board, Escalation Matrix , IVR calling, SMS and Email communication, Escalation Mail
at each Label for each departments

Infuses Pride in Organizational values and mission.

Professional Experience
Organization: - Vcare callcenters india Pvt. Ltd.
D2hshop.com is an online commercial shopping website by Dainik Jagran.
Duration: - From June 2013 to August 2015.
Position: - Team Leader ( Voice Operation)

Key Responsibilities:

Responsible for handling team of order management system and customer service,
which is responsible for the entire Order Process starting with product/order creation to
Order came into the System and until it gets delivered to the End User that includes
order verification , Inquiry and follow ups with logistic partner.
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Assigning and continuously monitoring Subordinates SOPs and motivating them on

regular basis.
Co-ordination with the Logistics partner on Daily Basis for On time Delivery Status and
checking the TAT for delivering the Orders
Assisting Customer Service and Merchandise on daily basis with the Pending Orders and
OOS Orders.
Working on delivery of orders and services to enable smooth day to day operations.
Maximize Sales through superior customer service, Sales techniques and effective and
prompt communication and follow-up on all pending matters with the customer.
Responsible for identifying sales opportunities. Also assisting customer service and
operation department to improve the service quality. Also work as a mentor for
customer service and operation department.
Own strategic enterprise level process improvement initiatives
Responsible for overall TAT adherence, quality and internal as well as customer
experience of both inbound and outbound operations.
Develop and maintain strong handshake process across supply chain to ensure smooth
flow of orders.
Work closely with cross functional team like Logistics, Quality and tech team to
understand projection and plan operational capacity accordingly.
Work closely with process and training team to implement new development both at
system and process level.
Demonstrate leadership abilities with business units using appropriate influencing and
consensus building skills to manage expectations and cultivate relationship.
Brainstorms on ideas and processes to maximize productivity of return center
operations.
Should be able to work independently with ability to take quick as well as rational
decision to be inline with rapid growing business.
Constantly
monitor
and
refine
the
implementation
of
customer
facing
policies/processes/systems.
Handel escalations for external and internal stake holder.
Best practice sharing across teams and Build and lead a team of process excellence
professionals
Continually re-assess the operational risks inherent in the business, operating
procedures, and impact on the customer experience.
Set goals for the team with measurable review and feedback mechanism.
Give feed back to supervisors and sales executive on regular basis to improve
performance.
Handling all escalated customer inquiries / requests / complaints within specified SLAs
Motivating and encouraging the team to achieve goals and targets and ensuring team
bonding
Meeting the monthly targets of productivity and accuracy as defined.
Measuring & monitoring performances for all campaigns & ensure all performance &
Quality parameters are maintained as per the Clients SLAs. Handling the Quality, and
Training requirements of the call center that provides CRM services to the clients.
Implementation of new systems and controls, handling disciplinary issues.
Working with operations, hand in hand for Leave Planning & management on weekly,
monthly & daily basis to ensure availability of enough resources. Manpower requirement
forecasting & planning of trainings, controlling attrition and absenteeism through
various initiatives.
Counseling agents for their daily productivity.
Taking Calibration sessions with the Quality team.
Taking Escalation calls & Maintain call quality on the floor.
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Imparting training to the associates on various modules

communication Skills, Tele-Marketing, and Listening Skills etc.

on

Voice

Quality,

Reachout Wireless (U.S. Based free phone telecom customer service)

Position: - Supervisor - Operations

Duration: - From June 2012 to May 2013

Key Responsibilities: Handling a team of 25 representatives to validate the proof and details before activating
the Life line phone services.
Taking Agents call from U.S.A. and coordinate with the IT and Development team to
resolve the issue on call.
Meeting the SLA as defined.
Taking team briefing to update on each and every updated made in system or process.
Taking escalations call.
Replying on the email on timely basis for internal and external stake holders.

Position: - Senior Customer Care Executive - Operations

Duration: - From Oct 2011 to May 2012

Key Responsibilities: Taking calls for customer service and solving the customer queries and complaints.
Maintaining the call quality and A.H.T. as desired.
Making a note of every escalations and escalate the same following the escalations
matrix.
Organization :- Ienergizer
Process : Alloy Education (U.S. Based lead generation for various colleges outbound)

Position: - Senior Customer Care Executive - Operations

Duration: - From Aug 2010 to Apr 2011

Key Responsibilities: Making outgoing calls to validate the details provided by the customer on our website
and providing assistance to chose a course from various colleges.
Achieve daily, weekly and monthly targets as assigned.
Organization :- Indian Market Research Bureau
Client : Airtel

Position: - Customer Care Executive - Back up Team Leader Operations

Duration: - From Aug 2007 to Apr 2010

Started my carrier as a free lancer in INDIAN MARKET RESEARCH BUREAU INTERNATIONAL as a Tele Caller
for the market survey of clients product.

My job involves Tele calling customers of clients products to conduct a satisfaction

survey regarding the services of product.
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 My job involves rating the customer satisfaction regarding the services provided by the
client company over the telephone.
My job also involves making sure that the strict quality protocol is followed by agents I
do this by call barging them from time to time.
As a team lead I have 10 agents under me, to whom I have to provide data and at the
end of the day collect the interviewed data.
As a team lead I have to make sure that every interview done by the agent should meet
the quality requirements provided by the client company.
As a team lead I have to attend to all the complaints that the costumer faces from the
client company and forward that to the respective person in the client company.
At the end of the day I have to compile all the data, make a report and submit it.

Educational Qualification

W.B.B.S.E: 10th.
W.B.C.H.S.E: 12th (Commerce).
Degree: Graduation B.A. (result Awaited).

Personal Profile
Fathers Name: Sri. Satyendra Singh
Date of Birth:

20-02-1985

Marital Status: Married

Special Interests: Listening to Music & playing cricket.
Linguistic Abilities: English, Hindi and Bengali
Nationality: Indian

Biru Kumar Singh

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