Partha Das

About Partha Das

A go-getter with a passion to innovate, design and drive amazing Digital Initiatives…

Experience

1. Lead Quality - Customer Service

   Reliance Industries Limited

   Dec 2014 — Present · Mumbai, IN

   Design, deploy and govern Customer Service Quality framework across 28 States and Partners• Drive various Transaction Monitoring, Process Workflow Assessment, BPMS initiatives as an ’Inside-Out’ approach, for all customer touch points (Chat BOT, App, Social, Mail, Chat, IVR, SMS, Voice, Store)• Co-create Digital Solutions to SIMPLIFY Customer Journey, eliminate Frontline EFFORT and assure First Time Right Resolution – for Mobility, WiFi, Fixed Line, Digital Wallet, Online Sales• Drive Special Projects, Participate in UAT at each of the critical stages of application development• Determine & track time bound actions, with Core Network Team, to improve the VoLTE Network Health using customer voice – Coverage, Capacity, Speed, Network Uptime, Interference and Quality of Signal

Education

• Calcutta University

  Graduate (H)

Skills

• Iso Standards
• Performance Management
• Crm
• Business Process
• Customer Service
• Management
• Process Excellence
• Management Information Systems (Mis)
• Outsourcing
• Team Management
• Bpo
• Process Improvement
• Service Delivery
• Project Management
• Cross-Functional Team Leadership
• Business Process Outsourcing (Bpo)
• Customer Relationship Management (Crm)
• Business Process Improvement
• Copc
• Telecommunications
• Vendor Management
• Contact Centers
• Quality Auditing
• Strategy
• Customer Experience
• People Management
• Operational Excellence
• Leadership
• Customer Satisfaction
• Training