Rima Adhikary

Permanent Address- 90/2 Path Bari Lane, Baranagar, Kolkata-700035

Mobile- +91-7278840211
Email- Rima14adhikary@gmail.com

Professional Synopsis
 Over 7 years of progressive experience in Customer Service and Client Service Operations.
 Innovative approach in resolving challenges on call, with proven ability to positively impact
performance.
 Strong People Management and Performance Management Skills.
 Handled span of 98 agents and 6 team leaders.

Strengths

Positive attitude, Strong interpersonal skills, Presentation skills, Analytical skills, Influential
conversational skills, Cohesive Team-player, Strong People Management skills, keen and quick
learner, Hardworking, Sincere & Honest.

Skill Highlights
 Over 7 years of progressive experience in Customer Service and Client Service Operations.
 Highly skilled in providing information regarding products and services of the company.
 In-depth knowledge of taking orders, computing charges and dealing with billing or payments.
 Hands-on experience in reviewing, updating or making changes to customer accounts.
 Track record of listening and responding to customers’ needs and concerns.
 Able to handle complaints effectively.
 Demonstrated ability to record details of client contacts and service history.
 Ability to determine answers and solutions quickly.
 Strong analytical skills.
 Data Management Skills
 Ability to drive performance and compliance effectively.
 Strong People management skills

Work Experience

Teleperformance

Assistant Call Center Manager

(December 2018 – June 2019)
Job Description & Core Responsibilities
  Handled span of 6 Team leaders with 98 agents.
 Attrition and shrinkage management
 Maintaining and publishing data for the campaign.
 Driving performance with compliance.
 Preparing and sending reports to the client within deadline
 Responsible for appraisal.

Assistant Call Center Manager

(October 2017 – July 2018)

Job Description & Core Responsibilities

 Handled span of 3 Team leaders with 50 agents.

 Attrition and shrinkage management
 Maintaining and publishing data for the campaign.
 Driving performance with compliance.
 Preparing and sending reports to the client within deadline

WIPRO BPS
(July 2011 – June 2017)

 Customer Service Associate – July 2011 to November 2012

 Associate Escalation Desk – November 2012 to June 2014
 Associate High Risk Escalation Desk (Ombudsman service escalation, Regulatory Body
escalations etc.)– June 2014 to May 2015
 Team Leader Escalation Desk- June 2015- June 2017

Job Description & Core Responsibilities

 Handled a team of 22 members.

 Maintaining and publishing data for the team.
 Driving scores and manage service level.
 Preparing reports, Power point presentation, work snapshots for client.

Achievements
 Always scored high in customer satisfaction survey.
 Always scored high in overall performance in repeat calls scores.
 Lateral movement to customer service manager desk, which is a Level 2 complaint helpdesk in
November 2012.
  Scored best in customer satisfaction survey in 2 consecutive quarters in 2016.
 Lateral movement in June 2014 as root cause analyst of the customer’s complaint to CEO’s
office, third parties (Ombudsman) and to regulatory body.
 Promoted as Team Leader in June 2015.
 Managed a team of 15 members in complaint management desk.
 Received multiple appreciations from Operation leads for effective service level management.
 Received appreciation from client for clearing and effective management of old and backlog
complaints tickets.
 Joined Teleperformance as Assistant Call Center Manager in Oct 2017
 Able to increase span headcount from 40 FTEs’ to 98 FTEs’
 Successfully completed project of bring down backlog ticket count from 65000 to 600 within 3
months.
 Bringing down span attrition from 26% to 9% quarterly.

Education

 Graduation-2011(W.B.S.U)
 HSC – 2006 (W.B.H.S.E)
 Madhyamik –2004 (W.B.B.S.E)

Personal Details

 DOB: 14th June, 1988

 Languages: English, Hindi, Bengali.