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Sounak Sen | Elance
 
176985602337900
Last Sign-in: Jun 8, 2015

Sounak Sen

IT Help Desk specialist.
   India
  |   Kolkata, West Bengal

Overview

Brief about me - I have over 6 years of work experience. I have worked with International BPO's like EDS, Sutherland GS, Stream GS, CDC GS, TCS and
CapGemini.

I am enthusiastic, hardworking and have excellent communications skills. These qualities have enabled me to build and maintain excellent relationships with clients and my fellow workers in my previous roles. I would enjoy the chance to put these skills to work within your organization to ensure that it enjoy continued success in the future.

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Portfolio

Skills (5)

Tested
1) Computer hardware support.
2) software support
Application support
IT Service Desk
Call Center Skills Test
My Score
avg

Service Description

Worked for HPNA-6J (Desktops). Also worked for BT-HP (De

Dealing with Clients from UK & US. Nature of business varies
Business to Customerís (End Users).

Various KPI reports involved. Operating on NICE, WFM (Wor
ASTRO, AVAYA CMS, SHIP. Attending Conference calls on
& Business Managers for regularly improvising the overall pro
requirements.

Daily reports includes different parameters & matrices - Daily
Stack Ranking, Survey Analysis, Maintaining Service Levels,

Maintained consistent Scores for the Team across the tenure
good resolution numbers along with CSATís for the team. Exp
Resolves & ECEís (Exceptional Customer Experience).

Worked as Service Desk Team
Leader.
Handled a team of 6.
Planning and delivering periodic
trainings for team.
Worked on Citrix Management
Console
Gave L2 support to UK Clients.

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Overview  |  Job History  |  Portfolio  |  Resume/C.V.

Keywords

Strive to exceed customer/ employer expectations by delivering second- to-none service. Maintain customer centricity in all initiatives and interactions
always putting the customer first.
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  • 12 months
  • Lifetime
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Identity
Username
sounak25
Type
Individual
Member Since
March 2012
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Sounak Sen | Elance

Sounak Sen