1 Shantanu Das Street Regina, SK, Canada. E-mail: [email protected]Cell: +1.306. Home: +1.306. Objective: An ambitiously experienced professional with 2 of Saskatchewan's Top 10 Employers by utilizing relevant education in IT and Marketing. An enthusiast who takes life the way he goes, rather going the way life takes him. I strive to proceed, succeed and win the trophy. Experience: July, 2012 – Present SaskTel – Saskatchewan Telecommunications Holding Corporation [Government Agency] Web: www.sasktel.com Designation: Service Technician (Internet and MAX ® Digital HDTV) Location: Lorne Street | Regina, SK, Canada Product/Service: Telecommunication. Job responsibilities: fi Receives, analyzes/tests/repairs/escalates customer issues/complaints. Logs customer reports (trouble tickets), answers/resolves situations and escalates to appropriate personnel as required. fi Investigates, resolves and/or dispatches problems relevant to wireline, wireless, internet access, other emerging Internet technologies and MAX ® services. fi Performs customer and technical resource follow-up on all unresolved troubles. fi Acquires updates of all customer affecting policies and procedures. Researches Internet sources for new products and technology relevant to resolving customer complaints/issues. fi Reviews and provides trouble statistics upon request by management. July, 2012 – October, 2012 RBC Royal Bank – Canada Web: www.rbc.com Designation: Client Service Representative (CSR) Location: Victoria Avenue East | Regina, SK, Canada Product/Service: Bank/Financial services. Job responsibilities: fi Respond to client-initiated contacts, delivering fast and efficient service, assisting with financial transactions such as deposits, withdrawals, cheque cashing/ordering, bill payments, money orders and transfers, and foreign currency exchanges. fi Resolve problems at first point of contact where possible and refer to more complex situations to senior officers. fi Look for sales opportunities with all clients and refer to appropriate internal officers. fi Adhere to compliance routines in carrying out transactions.
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Shantanu Das Street Regina, SK, Canada. E-mail: [email protected] Cell: +1.306. Home: +1.306.
Objective: An ambitiously experienced professional with 2 of Saskatchewan's Top 10 Employers by utilizing relevant education in IT and Marketing. An enthusiast who takes life the way he goes, rather going the way life takes him. I strive to proceed, succeed and win the trophy.
Experience:
July, 2012 – Present SaskTel – Saskatchewan Telecommunications Holding Corporation [Government Agency] Web: www.sasktel.com Designation: Service Technician (Internet and MAX® Digital HDTV) Location: Lorne Street | Regina, SK, Canada Product/Service: Telecommunication. Job responsibilities: ® Receives, analyzes/tests/repairs/escalates customer issues/complaints. Logs customer reports (trouble tickets), answers/resolves situations and escalates to appropriate personnel as required. ® Investigates, resolves and/or dispatches problems relevant to wireline, wireless, internet access, other emerging Internet technologies and MAX® services. ® Performs customer and technical resource follow-up on all unresolved troubles. ® Acquires updates of all customer affecting policies and procedures. Researches Internet sources for new products and technology relevant to resolving customer complaints/issues. ® Reviews and provides trouble statistics upon request by management. July, 2012 – October, 2012 RBC Royal Bank – Canada Web: www.rbc.com Designation: Client Service Representative (CSR) Location: Victoria Avenue East | Regina, SK, Canada Product/Service: Bank/Financial services. Job responsibilities: ® Respond to client-initiated contacts, delivering fast and efficient service, assisting with financial transactions such as deposits, withdrawals, cheque cashing/ordering, bill payments, money orders and transfers, and foreign currency exchanges. ® Resolve problems at first point of contact where possible and refer to more complex situations to senior officers. ® Look for sales opportunities with all clients and refer to appropriate internal officers. ® Adhere to compliance routines in carrying out transactions.
Jun, 2009 – May, 2012 Grameenphone Limited (Telenor Group) Web: www.grameenphone.com Designation: Customer Manager, Inbound Contact Center Location: Headquarters | GPHOUSE, Dhaka, Bangladesh Product/Service: Telecommunication. Job responsibilities: ® Provided one-stop quality Customer Service over phone to ensure positive customer experience. ® Sold through inbound and outbound contacts. ® Captured customer insights and escalated critical issues / complaints and provided timely feedback. ® Maintained targeted KPI on a regular basis. ® Served customers with helping attitude and thus played a significant role in customer satisfaction,
retention, and acquisition. In this way enhanced Grameenphone's brand image. ® Showed respect towards customers, colleagues and company by being a smiling and positive person. December, 2008 – May, 2009 EIL BPO [Confidence Group] Web: www.confidencegroup.com.bd Designation: Customer Care Executive Location: Dhaka, Bangladesh Product/Service: BPO. Job responsibilities: ® Made Outbound Calls to UK and US and interact with customers. ® Collected personal, business (employment status) and financial (Credit/Debit Card information) and all other relevant
information which are later transferred to their respective UK/US Offices. ® As Floor-in-charge, observed other colleagues’ activities, performance and solved problems. ® Maintained an amicable relationship with all Colleagues, Team Leader and Process Manager.
Education: � Distance Education and Certification: April, 2013 Institution: edX (by MIT and Harvard University) Web: www.edX.org Course(s): Introduction to Computer Science I [HarvardX]; The Challenges of Global Poverty [MITx] � Bachelor of Business Administration − BBA (Marketing): December, 2011 Institution: Asian University of Bangladesh Web: www.aub-bd.org
Became a Graduate in Marketing (CGPA: 3.15/4.00). � Honors Diploma in Network Engineering − HDNE (MCSE): January, 2008 Institution: NIIT, Rajshahi Center, Bangladesh
Became an NIIT Certified Network Engineer (Marks: 91%). � Higher Secondary Certificate − HSC (Science): September, 2004 Institution: Rajshahi Govt. City College, Bangladesh Equivalent to Canadian Grade 12.
� OS: Windows 98, XP, Vista, 7 � PC Network, TCP/IP � Adobe Photoshop � Online Marketing � MS: Office, Excel, PowerPoint � Cisco CCNA concept � Digital photography � Google Android
Notable professional experience: � Got Recognition-nomination from Customer Experience unit within 6-months of joining at SaskTel for Quality of Service which exceeded customer satisfaction. � Served average 100-150 customers out of 40 Million Grameenphone-Subscribers, daily over phone and exceeded Sales and Adherence Target. My Adherence before resignation was 99.63% = 100%.
Professional Training and Certification: � Customer Support Centre, Technical Training (SaskTel, Canada): This technical and interactive
training program helped me build the skills and ability to analyze, test, escalate, resolve all relevant customer issues/complaints and follow-up trouble statistics to ensure a positive Customer Experience.
� National CSR Training Program (RBC Royal Bank – Canada): Successfully accomplished an in-
depth training program which provided skills, knowledge and tools to be effective in my role as a CSR where I had daily contact with the CSR Training Coordinator, Mentor and Manager Client Care.
� Anti-Money Laundering and Anti-Terrorist Financing Awareness (RBC Royal Bank – Canada):
Became an RBC Certified Employee on AML & ATF by successfully completing Anti-Money Laundering and Anti-Terrorist Financing Awareness Training on the jurisdictions of India and Canada.
Personal skills: � Excellent communication skills in English, Strong interpersonal skill and ability to work under pressure.
Professional / Business References: � Darla M | Service Manager | SaskTel | Regina, Canada Email: | W: +1.306. � Jodi J | Manager, Client Care | RBC Royal Bank | Regina, Canada Email: | W: +1.306. � Mostafa J | Deputy General Manager | Grameenphone | Dhaka, Bangladesh Email: | W: +880.1711.50 .
