Akashdeep Dutta

Profile Synopsis

Summary: I am working to achieve the Knowledge Management initiative for the organization. This is about developing the strategy, and focus on KM, and to drive adoption of KM through large scale initiatives, especially taking KM into the Web 2.0 world, including the drive towards Social Networking.

I am leading the effort to drive KM adoption in the organization, while at the same time creating the awareness towards the soft benefits of KM. At the same time, i am also driving the change in mindset towards a collaborative attitude towards knowledge sharing. This includes providing a new-generation platform for knowledge-sharing, along with the practices, and policies, to enable colleagues to see value in knowledge-sharing, leading to an enduring attitude of knowledge-sharing across the organization. This also includes tapping into this attitude to drive social computing, both as enabler and output to this attitude of enhanced knowledge-sharing. The key aspect is the collaborative approach enabled by social computing, to build a freer knowledge-sharing environment in the organization.

*Taking care of entire knowledge which is being shared to all contact points
*Conducting refresher at various contact point.
*Developing varios traing module for all department
*Implementation of job knowledge quiz Pan- india.

What do I have to offer (Haves): Process development,branding and identity,CRM, CRM Services, CRM Sales, CRM Marketing, Service Management, Call Centre Operations.

What do I seek (Wants):  Process development,branding and identity,CRM, CRM Services, CRM Sales, CRM Marketing, Service Management, Call Centre Operations.

Akashdeep Dutta's Profile Overview

Current Company Asst.Manager-Training & Development at Sistema Shyam Teleservices Limited
Industry : Telecommunication/Mobile
Department: Quality Assurance, from May 2009 till now

Job Description : I am working to achieve the Knowledge Management initiative for the organization. This is about developing the strategy, and focus on KM, and to drive adoption of KM through large scale initiatives, especially taking KM into the Web 2.0 world, including the drive towards Social Networking.

I am leading the effort to drive KM adoption in the organization, while at the same time creating the awareness towards the soft benefits of KM. At the same time, i am also driving the change in mindset towards a collaborative attitude towards knowledge sharing. This includes providing a new-generation platform for knowledge-sharing, along with the practices, and policies, to enable colleagues to see value in knowledge-sharing, leading to an enduring attitude of knowledge-sharing across the organization. This also includes tapping into this attitude to drive social computing, both as enabler and output to this attitude of enhanced knowledge-sharing. The key aspect is the collaborative approach enabled by social computing, to build a freer knowledge-sharing environment in the organization.

*Taking care of entire knowledge which is being shared to all contact points
*Conducting refresher at various contact point.
*Developing varios traing module for all department
*Implementation of job knowledge quiz Pan- india .

Past Company Senior Executive -CRM at Bharti Airtel Ltd
Industry : Telecommunication/Mobile
Department: Research & Development, from from May 2006 till Apr 2009

Job Description : Ensuring all customers interfacing staff gets trained on the Software.
• All existing data of customer base is uploaded successfully in the software and ensure that it gets update on regular basis.
• To ensure smooth flow of customer QRC users ID’s to access the software are made and correctly defined in the software so that customer QRC is handled effectively.
• Responsible for Implementation of CRM for entire North.
• Workflow development / Coordination with process owners & Core CRM team for resolution of workflow issues.
• UAT of Various workflows developed.
• Taking sessions of TTT (Train the Trainers).
• Automation of Reports.
• Online Escalation Matrix maintenance.
• Processing of all Change request related to Application and process (Service Module/Sales & Marketing Module).Reporting of All NFP’s /PPI’s for the CSD (Customer Care & Billing) function.
• Flashing daily dashboards on various processes CTQ’s (Critical to Quality).
• Automation of MIS through IT interventions.
• Data Audits / Analysis of all CSD processes.
• Fishbowl Presentations for Top Management reviews.
• Handled the entire request for Bill collection for DELHI Region.
• Maintaining Feedback & other related Reports.
• Handled QRC for Customer Care Delhi.
• Providing various analyses on Waiver posted during the month/Quarter/yearly
• Listing customers of different segment under “VIP”, which would make sure that the customer, should not get barred, due to which we have increased Customer satisfaction
• Taking care of all agents located at our ARC {AIRTEL RELATIONSHIP CENTRE}, providing training / working on development of customer service through customer feedback provided on ARC {AIRTEL RELATIONSHIP CENTRE}.
• Taking care of all Out-Source Agent as well as Agency Payout/Uniform of Agent/Quality of Agent {ARC}
• Co-odinating with various outsource a about their {Productivity/Quality/Training} & focus on various parameter which help us in achieving C-SAT. Senior Executive at IBM Daksh Business Process Services Pvt. Ltd
Industry : Educational/Training
Department: Operations, from from May 2005 till Mar 2006

Job Description : *Responsible to take Reporting of all the team members who was assigned to me.
*Responsible to collect all the leads from the agents & submit the concerned division to convert them.
*Responsible to take the feedback from the customers regarding the visit & the services.
*Responsible to take team meeting on weekly basis to give feedback to the agents regarding their performance.
*Responsible to give all the reports on the daily basis to Our D.S.M & A.S.M.
*Handling calls- making new clients, generating *Ticketing & building new areas for business promotions.
*Interacting with the customers through outbound calls, e-mails, chat.
*Making calls to the Hotel owners with the help of database update all the details, photographs, Location map, dishes, Booking & facilities Etc.

Educational Information B.Com at University of Calcutta
from Jan 2002 till Jan 2005

Akashdeep Dutta's Additional information

Reason to be on PeerPower :  Career Enhancement,Job Prospects,Meeting People,Sharing Knowledge And Expertise,Business Opportunities,Reunion With Colleagues,Batchmates,Finding Information About Institutes & Companies

Website : http://loknathakash.webs.com/

Web Profile : http://www.peerpower.com/pub/akashdeepdutta

Akashdeep Dutta's Personal Details

Gender:Male

Interest:organizational development, strategic planning, corporate financial reporting, Six Sigma manufacturing, extreme programming, digital photography, community theater, professional networking, usability research, marathon running, international travel, gourm