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LOVELY HAZARIKA SENGUPTA
Email id: lovely_hazarika@hotmail.com Contact: + 8486023366
Professional Overview
Better power Services Pvt.Ltd.
Manager Customer Care
From: 2nd
March 2015 to till date.
 Managing a team of Customer Care professionals
 Responsible for identifying, develop and implement tools and best practices for end to
end customer service.
 Oversee the achievement and maintenance of agreed customer service levels and
standards.
 Direct daily operations of the customer service team and ensure proper functioning of
the department.
 Review customer complaints and track resolution and analyse relevant data to
determine customer service outputs.
 Handle complex and escalated customer service issues.
 Coordinating with various departments for resolving customer’s issues/queries.
 Monitor accuracy of reporting and data base information.
 Identify and implement strategies to improve quality of service, productivity and
profitability
 Maintaining records of adverse feedback and taking proactive actions for timely
resolution
 Keeping track of revenue generation, claims and also responsible for developing
relationship with Business partners.
 Preparing various kinds of Productivity reports from the monthly business details
reported
 Supporting sales team by attending their queries and acting upon the same.
Vidya Group of Engineering Institution, Hyderabad:
Co-Ordinator
From: 17th
July 2013 to 30th
September 2014.
 Responsible for the Admission and Counseling activities of the group.
 Regular Interaction with all North East Students and their Parents and providing
redressal to all their queries, complaints.
 New client acquisition through consultancy tie ups and Business Development from
New and Existing Clients through Client Meetings.
 Strategize for Target Completion and Clients Relationship Development.
 Identifying and Promote Business, Penetrating new Market to Enhance Business
Development through formal presentation.
 Preparing all commercial advertisement of the Group.
 Preparing various kinds of Productivity Reports from the monthly reported Business
details.
L&T Finance Ltd.
Customer Support Group (CSG)
From: 15th
July 2011 to 14th
Aug 2012.
 BMS Activity: All customer payment receipts issued by SBUs to be entered into the
BMS and MRVs sent to H.O. OPS.
 Customer’s PDDs: Receiving PDD documents and forwarding to H.O.
 Disbursement of Cheque: Receiving disbursement cheques being sent to branches
and forwarding to the respective SBU persons.
 Customer’s Cash Management: Receiving all walk-in customer cheque/DD and
cash at the branch location and deposition of the same in the respective bank account.
Receiving the local cash/cheque collected by SBU teams at CSG locations for
deposition in bank. This activity includes the safe keeping and cash/cheque pick up
arrangement.
 Customer Service Requests: Statement of Account, foreclosures and NOC
requests from marketing team and customers as and when required along with query
handling for walk-in customers at branches.
 Customer Grievance Resolution: To record and provide resolution to customers
seeking redressal.
Tata Consultancy Service
Customer Service Desk
From: 20th
June, 2008 to 30th Nov, 2008
 Preparing and presenting various monthly MIS reports pertaining to process /
productivity.
 Handling interaction with the internal as well as external clients and coordinate with
the clients.
 Maintaining records of house-keeping as well as leading, mentoring & monitoring the
performance of housekeeping ensuring efficiency.
 Interacting with the associates and customers on a regular basis and providing
redressal to all their queries, complaints and handling all client relation.
Kaliabor Manor Resort
Travel Coordinator
From: 1st
October, 2007 to 31st
May, 2008
 Made more than 50 travel plans for both International and Domestic Tourists.
 Coordinate with tourists.
 Supervising the maintenance of the resort.
 Arranging the cultural programs in the resort only for International tourists.
 Escort International tourist from Guwahati to Kaziranga.
Summer Internship:___________________________________________
Company: Hewlett Packard (hp)
Topic: “Present Trend & Market Share of hp”
Duration: 1st
December 2010 to 31st
January 2011
 To find the present trend and market share of Hewlett Packard.
 To find the competitors of Hp and their sales strategies.
 To find the advertising share of Hp in comparison to other brands.
 To know the Satisfaction level of the customers of Hp.
EducationalQualification:___________________________________________
 M.B.A. (Marketing) - Punjab Technical University, 2010-12.
 Bachelor of Arts - Gauhati University, 2009.
 Higher Secondary - Assam Higher Secondary Education Council 2004.
 High School Leaving Certificate- Board of Secondary Education, Assam 2002.
Personal Details:__________________________________________________
Language Spoken: English, Hindi and Assamese
Marital Status: Married
Date of Birth: 01/09/1984
Lovely Hazarika Sengupta

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LOVELY HAZARIKA

  • 1. LOVELY HAZARIKA SENGUPTA Email id: lovely_hazarika@hotmail.com Contact: + 8486023366 Professional Overview Better power Services Pvt.Ltd. Manager Customer Care From: 2nd March 2015 to till date.  Managing a team of Customer Care professionals  Responsible for identifying, develop and implement tools and best practices for end to end customer service.  Oversee the achievement and maintenance of agreed customer service levels and standards.  Direct daily operations of the customer service team and ensure proper functioning of the department.  Review customer complaints and track resolution and analyse relevant data to determine customer service outputs.  Handle complex and escalated customer service issues.  Coordinating with various departments for resolving customer’s issues/queries.  Monitor accuracy of reporting and data base information.  Identify and implement strategies to improve quality of service, productivity and profitability  Maintaining records of adverse feedback and taking proactive actions for timely resolution  Keeping track of revenue generation, claims and also responsible for developing relationship with Business partners.  Preparing various kinds of Productivity reports from the monthly business details reported  Supporting sales team by attending their queries and acting upon the same. Vidya Group of Engineering Institution, Hyderabad: Co-Ordinator From: 17th July 2013 to 30th September 2014.  Responsible for the Admission and Counseling activities of the group.  Regular Interaction with all North East Students and their Parents and providing redressal to all their queries, complaints.  New client acquisition through consultancy tie ups and Business Development from New and Existing Clients through Client Meetings.  Strategize for Target Completion and Clients Relationship Development.  Identifying and Promote Business, Penetrating new Market to Enhance Business Development through formal presentation.  Preparing all commercial advertisement of the Group.  Preparing various kinds of Productivity Reports from the monthly reported Business details.
  • 2. L&T Finance Ltd. Customer Support Group (CSG) From: 15th July 2011 to 14th Aug 2012.  BMS Activity: All customer payment receipts issued by SBUs to be entered into the BMS and MRVs sent to H.O. OPS.  Customer’s PDDs: Receiving PDD documents and forwarding to H.O.  Disbursement of Cheque: Receiving disbursement cheques being sent to branches and forwarding to the respective SBU persons.  Customer’s Cash Management: Receiving all walk-in customer cheque/DD and cash at the branch location and deposition of the same in the respective bank account. Receiving the local cash/cheque collected by SBU teams at CSG locations for deposition in bank. This activity includes the safe keeping and cash/cheque pick up arrangement.  Customer Service Requests: Statement of Account, foreclosures and NOC requests from marketing team and customers as and when required along with query handling for walk-in customers at branches.  Customer Grievance Resolution: To record and provide resolution to customers seeking redressal. Tata Consultancy Service Customer Service Desk From: 20th June, 2008 to 30th Nov, 2008  Preparing and presenting various monthly MIS reports pertaining to process / productivity.  Handling interaction with the internal as well as external clients and coordinate with the clients.  Maintaining records of house-keeping as well as leading, mentoring & monitoring the performance of housekeeping ensuring efficiency.  Interacting with the associates and customers on a regular basis and providing redressal to all their queries, complaints and handling all client relation. Kaliabor Manor Resort Travel Coordinator From: 1st October, 2007 to 31st May, 2008  Made more than 50 travel plans for both International and Domestic Tourists.  Coordinate with tourists.  Supervising the maintenance of the resort.  Arranging the cultural programs in the resort only for International tourists.  Escort International tourist from Guwahati to Kaziranga. Summer Internship:___________________________________________ Company: Hewlett Packard (hp) Topic: “Present Trend & Market Share of hp” Duration: 1st December 2010 to 31st January 2011  To find the present trend and market share of Hewlett Packard.  To find the competitors of Hp and their sales strategies.  To find the advertising share of Hp in comparison to other brands.  To know the Satisfaction level of the customers of Hp.
  • 3. EducationalQualification:___________________________________________  M.B.A. (Marketing) - Punjab Technical University, 2010-12.  Bachelor of Arts - Gauhati University, 2009.  Higher Secondary - Assam Higher Secondary Education Council 2004.  High School Leaving Certificate- Board of Secondary Education, Assam 2002. Personal Details:__________________________________________________ Language Spoken: English, Hindi and Assamese Marital Status: Married Date of Birth: 01/09/1984 Lovely Hazarika Sengupta