resume of shantanu das

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Shantanu Das Street Regina, SK, Canada. E-mail: das.shantanu@live.com 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.

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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.

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Service-related Software skills: � Typing Speed: 40 WPM / 180 CPM � Inbound Service: Avaya Interaction Center; Nortel Networks Corporation � Inbound Sales & SR Database: Oracle CRM - Siebel Communications; Customer Center � Prepaid & Postpaid Solution: Ericsson BSCS iX; CCAPS GUI; MINSAT GUI, � HLR Parameters: Ericsson

Other IT skills with advanced knowledge:

� 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 .