Parthasarathi Chakraborty

Delivering and performing in all possible aspects of operations as far as a restaurant is considered, starting from cleaning, dish washing to attending to customers and reception on required occasions.

Made outbound calls to generate leads in Australian Energy B2B & B2C process.

Lead a team of 20 to generating students interested leads for IIHM College, India.

Looked into a team of around 100 people.

Was responsible for and mentored teams involved in chat, inbound and outbound voice and data processes with customer base in AUS, UK, US, India and Middle East.

Responsible for process budgeting, recruitment, mentoring process to business as usual, maintaining departmental compliance, policy reforming, quality monitoring, regulation of office administration including payroll and SLA management .

Appointed under Ubinium for the 1st month as Customer Service Executive on provision for the post of TL for inbound upselling process of car parts in US domain.

Ubinium changing to Sigmen Technologies Solutions Pvt Ltd due to change of directorship and was appointed as a TL for US car parts, a 15 member team.

Monitored all the KPI and team features as a TL.

Also looked into the set-up of the entire ITES section for Sigmen in terms of business development, norm settings, recruitments and required trajectories.

Worked as a freelancer in the field of Insurance selling post passing IRDA.

Also freelanced in data jobs by working from home.

Looked into family hotel business.

First Direct (FD) – HBAP (Assessing/application)

Topped FD, Uk process migration and 1st to go Business As Usual (BAU) status.

Worked as a point of contact for colleagues in pre-experienced applications.

Provided process improvement ideas regarding Automation TAT, GSC.

Involved in sharing best practices and providing ideas to colleagues to attain BAU and ensuring no quality misses during learning curve.

Accountable for training and working in the ex-queues while undergoing Migration.

Involved in FD automation transition.

TPMI (Case creation & KYC) (MSC – HBAP)

Selected to undergo Migration TPMI, Uk in Hyderabad, India.

1st to become BAU in all TPMI queues along with working on HSBC, Uk Mortgage Applications.

Worked as an auditor in all TPMI queues.

Deputized for line manager on several occasions in line manager's absence.

Mortgage Service Centre, process Uk. (Team Redemption and Closure)

Established quality, efficiency and maintained continual communication with the business area (Uk) and delivered a comprehensive service and resolution to customer query.

Monitored progress and conducted audit for effective implementation.

Additional Job Responsibilities:

Accountable for feedback and resolution of related complex queries.

Ensured that the process SLA is met at all times.

Responsible for work allocation and completion within team.

Ensured that the trainees attained BAU status on schedule.

Initiated refresher training for members of the team to ensure that any knowledge gaps in the process stood negated,

Achievements:

Awarded responsibility to undergo and deliver training on complex ques.

Prepared training plans and delivered training.

Monitored progress and conducted audit for effective implementation of varied processes.

Subject Matter Expert for Redemption and Account Closure hence worked on different MI's.

Term Funding Scheme (TFS), Us Process

Also known as taxpayers financial services. Handled inbound US customer calls and kept them informed regarding the status of their tax returns in HSBC account.

Key Accolades

Awarded on several occasions on departmental and organizational platform for service performance.

Topped 4 Migrations (Assessing, YCGLBC, Redemption, and TFS) and 2 Cross Trainings (YCMONI & MTFRXY). Trained in FD Automation and FD Diary Queues (FDPRDY/ FDSCDY), Migration Team for TPMI, and also trained in MSC Application

Awarded responsibility to train and lead a team of individuals in mortgages to BAU status and act as their mentor and SPOC for successive years.

Member of the First Team to undergo Departmental Automation.

Deputized in absence of Line Manager.

Captain of HSBC rowing team (2009 – 2020) in Regattas.

A family-owned hotel near beach side in Digha, West Bengal, IND, where derivable included multi-functions as a receptionist, cash handler, scheduling reservations, housekeeping, stock and staff management, Kitchen order Tariff (KOT) management, Payroll management, maintaining hygiene and cleanliness over and through staff and various duties involved in hotel governance.