天美麻豆

APRECIATION LETTER FROM A MID EAST PROFESSIONAL SITE Dear Subhranshu, We'd like to thank for you being a part of the Bayt.com Specialties Moderator Program. You've been actively posting great questions and answers related to your field for more than 6 months. We want to recognize your loyal and valuable service serving as a Bayt.com Specialties moderator by presenting you this certificate of appreciation (attached). Thank you so much for your valuable work and we look forward to seeing more! Best Wishes, Bayt.com Specialties Fida A.A. Jr. Community Manager Bayt.com - Amman, Jordan TEL: +962.6.5507445, Ext: 1046 Home | About Bayt.com | Find Jobs | Recruiting Solutions | Online Advertising | People | Salaries The information contained above is proprietary to Bayt.com Please visit my profile in bayt.com . CV21573542- cv no bayt.com. I have a Diamond status in Hr domain. Gold status in Banking, Gold status in Customer Service ,and Silver status in Marketing Mix, Computer science domains. I have answered more than 600 questions and have more than 100 questions to my credit . I have been given moderator status interacting with top professionals in Asia, Africa and also in Turkey , Bosnia , Holland & UK. I have done an MBA from Symbiosis with specialization in HR. I also have my profile in Linked in. I also have my profile in Glassdoor.com. Subhranshu Ganguly HA-118 Sec-III Bidhan Nagar Calcutta-700097 India Objective Having more than 10 years experience in customer service and marketing,and having a PGDBA from Symbiosis Pune I am looking for a Banking and financial services ,Marketing,CUSTOMER SERVICE,HR,Technical helpdesk job. Current Working Experience Working as a quality analyst in Hewitt Packard technical process supporting, HP, printers , desktop and laptop computers all over US and Canada. My job role includes giving feedback about call quality that includes technical trouble shooting aspect and customer handling aspect. It also includes seeing to it that the agents perform in accordance with client HP's mandate. My experience in WIPRO is for 6 years. The customers generally call about the computer(desktop/laptop) not booting up, running slow or not able to access the internet and printers notable to print,scan or fax . The issue could be resolved by downloading a patch from the internet , downloading a driver, doing a bios update or running a system restore. If that did not work recovery was the last step. Or if it was a hardware issue the hard drive self test or the diagnostic test would show an error message indicating the part had to be replaced. The main issue with printers is printer not printing, not able to print wireless, low ink level, carriage jam and paper jam issues. The issue could be resolved by a simple step of power cycle or a complicated step of reinstalling the printer software on the computer. Before that I have worked in Convergys working for Australian client Optus a subsidiary of SingTel. I have also worked for a banking process for Sovereign bank a bank based in New England and Mid-Atlantic region of US. My job role involved assisting the customers with both liability and asset products of the bank. I have also served Indian customers working for Reliance Mutual Fund and life Insurance. Serving customers migrating from Post Paid BILLING to Prepaid Reliance Iidia Mobile while working in (Dhirubhai Ambani knowledge City,Navi Mumbai)DAKC was a great experience. I have also worked as a stipendiary Urban Career Agent for LIC and as an Agent for TATA AIG Life Insurance and General Insurance Corporation. I have worked in Standard Chartered bank room service where my job was to serve High Net worth individuals of the bank. My job profile included giving different investment options which included flexi Fixed deposits, equity Mutual funds, debt fund and bonds. My current work experience in BPO is about 10 years and total experience is 17 years. Educational qualification. Has done a PG Diploma in Business Management, from Symbiosis with specialisatoin in HR, with classes conducted in WIPRO campus and passed with A+ grade. Has also done a Wipro certified course in excel and power point from APTECH. Has also compleated a PGDM in finance and marketing management from Bhratiya Vidya Bhavan. Has done a post graduate course in applied computer sciences PGCACS jointly conducted by CMC and JU. Awards I was awarded the best QA for the year 2011 by WIPRO. Professional Qualification I have passed AMFI and IRDA life &general certification while dealing in Mutual Funds and Life Insurance and general insurance products. I am ready to relocate anywhere in the world. My present salary is Rs 20000($333) per month. Thanks & Regards Subhranshu Ganguly CV21573542- cv no bayt.com Passport no L2203992. I have a clean driving license. light motor vehicle driving license no- WB-011997564408 date of issue03.12.1997. valid till 16.04.2020.Indian Union driving license . From: Fida AboAlRob To: Subhranshu Ganguly Sent: Monday, 5 May 2014 3:46 PM Subject: Certificate Of Appreciation from Bayt.com Specialties Dear Subhranshu, We'd like to thank for you being a part of the Bayt.com Specialties Moderator Program. You've been actively posting great questions and answers related to your field for more than 6 months. We want to recognize your loyal and valuable service serving as a Bayt.com Specialties moderator by presenting you this certificate of appreciation (attached). Thank you so much for your valuable work and we look forward to seeing more! Best Wishes, Bayt.com Specialties Fida A.A. Jr. Community Manager Bayt.com - Amman, Jordan TEL: +962.6.5507445, Ext: 1046 Home | About Bayt.com | Find Jobs | Recruiting Solutions | Online Advertising | People | Salaries The information contained above is proprietary to Bayt.com Subhranshu Sekhar Ganguly Quality Analyst. at WIPRO Kolkata, India Specialties Edit Get Endorsed On Your Specialties. Get +1 point or more for each endorsement. Human Resources Rank Score: 1558 Questions: 18 Answers: 128 Banking Rank Score: 1392 Questions: 64 Answers: 48 Ranked in: Top 10 Customer Service Share Your Rank You have 112 endorsements in "Customer Service" specialty given by: Go to "Customer Service" specialty feed Learn more about specialty rank Rank Score: 1203 Questions: 23 Answers: 55 Marketing Mix Rank Score: 1104 Questions: 17 Answers: 58 Ranked in: Top 10 Computer Science Rank Score: 745 Questions: 38 Answers: 19 Ranked in: Top 10 I have a Gold status in HR domain. Silver status in banking, customer service , marketing mix, computer science domains. I have answered more than 500 questions and have more than 100 questions to my credit . I have been given moderator status. I have done an MBA from Symbiosis with specialization in HR. I also have my profile in Linked in. Answeers in HR domain What might hinder effective communication ? The most important hinderance is a persons ego. The second would be lack of interest. Lack of trust worthy ness could be another reason. What are your organizations espoused values? It is said that values never change though strategy may change. I had worked In Reliance for3 years at their head quarters in DAKC. What I really liked was the way I was made a part of the telecom revolution in India. Before liberalization of the Indian economy if you wanted to call the capital from a small town you had to book your slot at the local post office one day in advance. And there was no guarantee that the call would go through the next day. Now even village people were having mobile phones and they were calling the call center to know what an sms or mms was. They have not heard of such service before. Today a fixed landline phone service provided by the government is no more a necessity as even villages have mobile phones and and suburban towns have3g mobile services complete with whats app. This was the vision of a man called Dhiru Bhai Ambani. Within a very short period of time he had made a business empire called RELIANCE. And had defeated the government owned inefficient telephone system within a few years of liberalization of the economy. Answers in customer service What you exactly do you do when your customer is very much hyper and you know you are guiding him a right way and he is not going to listen you at all? Yes this happens often in customer service. An old lady had applied for a credit card. I tried to convince her for her own good that she should opt for a debit card. As her spending would be limited a debit card has the same benefits as the credit card. But she became irate. I tried to convince her if it gets lost and some one else misuses it she could get into trouble. She was issued a credit card and within a month had returned it. It was her own grand children who had misused it. Another incident. A young man had called about a laptop that did not work. Now to get to the root of the problem we have to trouble shoot. We have to take out the ram , reseat the hard drive , do a hard drive self test, to check what the real cause of the problem is. Though I was trying to guide the customer in the right direction he did not have the time. He wanted the call to be escalated. He wanted a replacement which was beyond my power. I had to escalate the call to the brand loyality manager. What are some attributes to listening that every customer service specialist must learn? Working in the technical helpdesk as a Qality Analyst I have to judge the listening skills of the techies. When a customer says my computer is a LEMON the actual problem may be the computer is unable to acess the internet and that in turn could be an issue with the ISP and not the computer. Even when a customer is trate you can get to the root of the problem only by listening to him and getting the inner meaning. Should keep the following factors in mind . 1. Concentration 2. Attention 3. Eye contact 4. Receptive Body Language 5. Understanding of Communication Symbols 6. Objective 7. Restating the message 8. Questioning/Clarifying 9. Empathy - not sympathy 10. Strategic Pauses 11. Don't Interject 12. Leave the Channel Open 13. You can not listen while you are talking. What type of training do you feel is needed by service personnel to help them better deal with difficult customer situations in todays service world? In the BPO/ITES industry best training that a customer service rep can get is to speak clearly in a neutral accent and to be a good listener. Also when interacting with customers10,000 miles12 time zones away need to know about the culture of that region. In India we were taught that it was common to address people by their1st name in the west. Also though we spoke the English language terms like hit the bucket , my gadget is a Lemon, had a different inner meaning in the west. Also to be humble. If the customer says I cannot understand you then the rep should declare that yes we are situated in a different country many miles away and would be glad to repeat the information. Should be aware talking to a friend locally is very different from interacting with a customer far far away. Do you actively solicit customer feedback and integrate it into your Marketing processes? o Do you track CSAT, NPS, or other non-financial metrics related to customer service quality, by segment, relative to control groups? o How often do managers interact directly with individual customers? What about senior leaders? o How early do you intercept complaints and act on them? Do you monitor social media for service and other opportunities? o Study of CSAT , NPS surveys ,feedback in the form of1 to10 rating over the phone and1-10 rating over the email with customer comments form a very valuable information about customer likes and dislikes of the product or service. o If a customer has given a zero in a survey and in his or her comments provides the reason why he/she has given a0 in customer delight metrics the company can take action to desist the customer from going public on the SOCIAL MEDIA. Do you agree? o Also when a customer goes public with his/her grievances ON LINE IN SOCILA MEDIA ,it is bad publicity that cannot be undone by advertising. Is that true ? BANKING Can accountants run projects? Thank you for the prompt responses. The question I raised is critical, it goes beyond the technicality of matters, and from my perspective it relates to the project management in general, as my advocacy is that a PM can manage any types of industries, once proper understanding and delegation of tasks is properly set in place. However, the question targets the conflicts between PM people and Management people, in particular accountants at all levels. in fact, what accountants will be most likely missing, is the factor of time and quality, with their intrinsic focus on the factor of savings, which all alone, is a losing one, since prolongations in execution will cost much more than the tiny savings which in the eye of the beholder (accountant) is a saving. From the income statement bottom line, the figures will head south, as result to centric thinking rather than broad one, which cannot be necessarily be found with others (who are not accountants). I have seen projects losing by accumulated OH and losses of opportunities and cost of money, because of significant focus on unit based saving only. Are you aware of term Microfinance, what does it really mean to you? Microfiance is the only option in which people with no COLATERAL SECURITY can gain ownership of valuable assets and poor people who save on a daily basis can create nfinancial assets of their own. o In Bangladesh Grameen bank has shown that this is sustainable bussiness and not merely charitable work. o Poor people in the South Asian region need collection agents who can collect their savings on a daily basis (otherwise they are lost in drinking, gambling and other vices) and create financial wealth for them. o Small traders and farmers need loans so that they can increase their scale of operations but they do not have much colateral security against which conventional banks issue loans. o Microfinance is the only solution to the village money lender who turn poor people debtors for life and in some cases even generations. o The indian experiance is not that rosy as Sharda a non banking orfganisatoin in W.Bengal has gone bust ,not able to meet the commitments of high returns. o Even Sahara the biggest NBFC is in trouble . o The Government should encourage the cooperative movement and should make major investments in the Micro finance sector. o In this respect Islamic Finance with focus on sharing profit with depositors and loan takers can also have a major effect. But has to get the clearance from RBI. Microfinance refers to an array of financial services, including loans, savings and insurance, available to poor entrepreneurs and small business owners who have no collateral and wouldn't otherwise qualify for a standard bank loan. Most often, microloans are given to those living in still-developing countries who are working in a variety of different trades, including carpentry, fishing and transportation. Microloans typically are not more than several hundred dollars. Examples of uses include money for tools to start work in construction, or makeup and other supplies needed to become a cosmetologist. Because they are the ones that commonly use their profits to provide for their families with things like food, clothing, shelter and education, women currently comprise roughly two-thirds of all microfinance clients. The goal of micro financing is to provide individuals with money to invest in themselves or their business to help get them out of poverty. When providing loans, micro financing institutions do not require collateral, but do insist that the loan is repaid within six months to a year. Computer science :- Did you observe Computer is also just like humans? According to me normal computers take instructions from human beings and work like a machine. It can do vareous jobs like Entering data Making difficult calculations. Estimating future cost and sales Connecting to other computers or to a remote server. Sometimes the location of the servers are not known to the users like cloud computing Data base mangement with the help of SAP, oracle , private or public clouds. Pure entertainment like listening to music or watching movie via internet or from optical drive or external hard drive. There is another concept in computer science called ARTIFICIAL INTELLIGENCE . This is the world of super computers. Deep blue US. Param India. They are very powerful. Can even predict the weather in an annual basis. Robotics which deals with computers with artifitial intelligence which behave like human beings is already at work in nuclear power plants and steel plants whre human presence would be too hazerdous. Also used in motor car assembly lines doing repitative jobs much faster than human hands. A robot is also used by the BOMB DISPOSAL SQAD TO DISPOSE OFF TIME BOMBS so that it hurts no one. According to my knowledge a computer which can think and act like a human beings is only possible in American films like ROBOCOP. But it is a possibility in the near future. There is a robot produced by Honda called Asimo. It can work like an assistant. But it makes mistakes and the technology is in a developing stage. Marketing Mix How can we differ niche market products from the other products? A niche product would cater to the niche market which is a small market. It is a market where tastes and preferences would dominate over money value. A niche market product would appeal only to the members of the niche market who can offord it. Eg in the personal transportation industry in the US , TOYOTA or Chevrolet would cater to the mass market while BMW, Mercedes Benz& Cadillac would cater to the top niche market. Product differeiation strategy is the main survival strategy of a niche market product. What's the most exciting and memorable Marketing campaign you've managed or been involved in? I was working in Standard Chartered bank room service at that time. It was early in my career more than10 years ago. MY KRA included opening of bank account of high net worth individuals who did not have time to go to the bank and open an account. On a Sunday morning I was to motivate a group of marketing executives of the bank to hit one of the posh multi storied apartments to market our bank , sell our bank account and close all the formalities to open a new account. At that time in India there were2 types of banks. Government owned banks where service was shabby but people did not trust foreign banks as they were apprehensive of excessive charges. We were to sell on our USPs. Cash delivery in emergency. 24 hour atm service. Our ATMs were not crowded as account holders were fewer due to the minimum blance that had to be kept. People were not aware that it was only the avg minimum balance for a3 month period . And if that was maintained there was no extra charges. You need not go to the bank to open an account , invest in mutual fund or pay your bills online. You can enjoy your Sundays and holidays and forget the long queue at the bank withdrawal counter. This was a marketing campaign complete with ad bill boards and it had to be effective. I had to justify the time and effort of my colleagues in terms of volume of sales. Amount was not that important and the target was on number of retail accounts. We got only a few instant bank accounts on that day but many leads. Over a time of1 month at least80% of the people in the apartment had an account in our bank. It was a total success. 5 years later Indian private banks like ICICI, HDFC were providing the same services at a lower minimum balance. They were using the same guerilla marketing strategy to poach into our customer base.