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