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Ria Chanda - Duluth, Georgia

Ria Chanda
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About Ria Chanda

Ria+Chanda
Ria Chanda is currently living in Duluth, Georgia, working as a Work from home and is interested in Work from Home.
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Job Title

Work from home

Location

Duluth, Georgia

Categories of Interest

Work from Home

My Interests

I would like to work from home,service based jobs,data entry etc

Join Date

Ria Chanda has joined on Sep 14, 2010

Company Size

5-20

Resume

Ria Chanda

Plantation Trace Drive
Apt # 4266
Duluth, Ga, 30096
(770)783-0404
ria_chanda@yahoo.in

SUMMARY


Seeking a challenging position in Customer service sector where there is
room to leverage my previous experience & leadership skills. Keen to
deliver in a professional environment that will effectively utilize my
leadership qualities, excellent communication skills, and goal-oriented
approach. I have worked as a Team Leader in a reputed International Bank
for more than 3 years. Demonstrated training programs on banking products
and have been a stellar performer, team player with an ability to multi-
task as well as work in an independent setting.




EDUCATION & CERTIFICATION


. Post Graduate Diploma in Accommodation Operation & Management- (2004-
2005) India
. University Of Calcutta, India, Bachelor of Arts- (2004)

EXPERIENCE

Team Leader
STANDARD CHARTERED BANK
PHONEBANKING, CUSTOMER CARE,

Whitefield, Bangalore
India
July-2006 to March-2009

Role:

. Worked as a Team Leader handled Priority Banking & NRI accounts
. Handled Escalated issues & had the capability to solve them within the
given time frame of 24hrs
. Monitoring calls of individual team members on a weekly basis and
giving feedback to team members individually, which helped in
improving their individual performance& resulted in good team work.
. Training team members on new Banking products as to ensure that team
members are updated with all current Banking products.
. Every day on a daily basis monitoring live calls for team members to
ensure that they are conveying right information to the customer as
well as maintaining the call parameters as required.
. Had to mark individual team members while monitoring calls on a
monthly basis to keep a check on the call standards and report the
same file to the higher ups as it was the key factor of team
performance.
. Monitoring daily REJECT files for the team which was sent to me by the
Request processing team. This was a file where team members had taken
all kind of request from the customers in a day& team had to follow
certain standards while taking the request. While taking the request
if any standard was not met by the team the Request Processing team
would not process the request as the (request should be processed
within 24hrs if all standards met).I had to monitor the file & correct
the same & had to process the request within 24hrs & made sure the
individual team member who did the mistake understood where he/she
went wrong & did not repeat the same. As my role was also not only to
just monitor the Rejects but also decrease the Reject numbers for the
team as it would help scoring more as a team performance. As the
Quality Analysis (QA) team use to check these files and if any request
would be pending the same would be reported to higher ups directly
which would again effect the team scores.

Responsibilities:

. Had team of 15 members
. I was the first point of escalation for NRI a/c holders as well as
Priority Banking, Staff Desk & other Banking customers.
. To ensure team is performing well & improving a daily monitoring of
calls had to be done. Individual feedbacks were also given which
helped them analyze their work & improve their flaws if they had any.
. Had to report the call scores of the team for individual members that
were monitored every month to the Quality Analysis team as they would
check on the scores & send a report of team performance to the higher
ups.
. Had to report Escalation file to the QA team with all required
details. As the QA team would call back the customer to match the file
as the file had escalation time (24Hrs)
. Report Reject file to the QA team and to ensure that there was
improvement from the team members by not increasing their reject from
month on month.
. Had to train team members on all kind of new Banking products being
launched.
. Had to do daily live barging of calls for team members to ensure that
they maintain all call standards while speaking to the customers &
give customers right information.
. Had to schedule weekly team meetings with team members & to welcome
new ideas on how can we improve more or what are their requirements
which would keep them motivated for work. Also update them on their
team performance.
. Had to arrange for quiz contests against all other teams on banking
products. It helped the team to improve their knowledge as well as
motivate them by winning gifts.


Front Office-Guest Service Executive
The Oberoi Group of Hotels


The Oberoi Grand
India
December-2005 to July2006


Role:

. Welcome Guests Checking In into the hotel.

. Escort guests to the room and inform guests the timings for
restaurants, Swimming Pool, Spa etc. Also inform the guest about the
room goods for his comfort as it helped guests in finding things
easily in the room.

. To take certain guest request on arrival like setting up his wake up
call & informing the same to the Operator. Also ensure to deliver
letters or parcels to guests on arrival as informed to us.

. Also Handled guest request over the phone and to ensure that the
request is met within 5mins from the request time & inform the
concerning department accordingly.

. Handling Business Centre by preparing Welcome letters for the guest as
well as Departure letters. The departure letters were given two days
in advance as it helped guest to inform us if they would like to make
any changes in their departure date. Also helped guest with Internet
connections, printing, faxes etc. Arranging meeting rooms and as well
as Scheduling meeting times as per availability.

. Taking calls as Operator and transferring calls as per the call
requirement.

. To ensure the lobby is clean. If not to report the same to the
housekeeping to clean it up for the guest comfort & hygiene.

. To ensure that the guest have a pleasant experience with us by
filling up all guest comments data in to the computer & send the same
directly to the higher ups as these helped in scoring as per
department.

Responsibilities:

. Should know all details about the hotel as well as the history of the
hotel, which helped in informing the guests correctly about the hotel.
. Had to ensure all guest check in are carried out smoothly.
. To make pre arrangement checks in for group arrivals.
. To ensure Business Centre is open 24hrs & there is someone to assist
the guest.
. To make sure meeting rooms are well arranged with necessary
equipments.
. All guests\' requests should be completed within 5mins.
. To keep a check on the Internet connections if any problem to inform
the IT department to resolve it immediately.
. To ensure as per guest request newspapers are delivered accordingly to
their room by 5:00a.m in the morning & preparing Newspaper request
bags for the same.
. As an operator to ensure that all wake up calls are given accordingly
to requested time by the guests.
. Lastly to ensure guests have a pleasant experience & come back again
for the wonderful leisure experience.

Quick Profile Summary

Ria Chanda
Name: Ria Chanda
Link: http://www.salespider.com/p-8726773/ria-chanda
Location: Duluth,Georgia,United States
Job Title: Work from home

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