3/47 Doncaster Ave.,

KENSINGTON, NSW 2033

(M) 0424 12 3553 hamengupta@gmail.com

Hamen Gupta

CAREER OBJECTIVE:

To secure a challenging position in an organization with considerable advancement and learning opportunities to further develop my knowledge and grow with the expanding organization. I’m looking for a role that has an emphasis on providing quality yet simple seamless solutions to complex requirements of customers / business problems and delivering services improving my skills.

QUALIFICATIONS AND CERTIFICATIONS:

Bachelors of Computer Sciences – Amity University, Noida, April 2012. Diploma in Behavioural Sciences – Amity University, Noida, 2012. Six Sigma Green Belt – Amity University and British Standard Organisation, 2010

INDUSTRIAL TRAINING Operation and Maintenance of GSM Networks with Aircel Ltd. Search Engine Optimisation with Expedien eSolutions Ltd.

ACHIEVEMENT / AWARDS:

Excellent Customer Service Award – 2011 (4th quarter) – Awarded by MaximPro Capital Solutions Pvt. Ltd for exceptional performance during the last quarter of 2011 exceeding all set AHT’s maintaining 100% quality parameters for Microsoft Product Activation Support.

Bestseller of the Month – April 2013 – Awarded by iYogi Technical Services for resolving and providing solutions for all IT related issues for our customer base of over 2 million and upselling technical support subscriptions and Antiviruses. Magazine Committee Head – August 2011 – Awarded this role following my consistent performance over 12 months by president of SECURECON (Network Security Club of Amity University)

EXPERTISE: Customer Relationship Management (CRM) Tools – have knowledge of working with

both cloud based and server based CRM tools.

Avaya and Cisco Phones – Have abundant experience of working with both Avaya and Cisco and understanding of all its hardware.

Operating systems – have knowledge of working on Windows, Windows Server editions, Linux, UNIX and Mac.

Microsoft office – Expertise in using Word and PowerPoint. Intermediate at Excel and Access.

SharePoint – have experience with working on SharePoint in an organization with huge employee and customer base.

SKILLS AND KEY COMPETENCIES Customer Service Marketing and Advertising Call Centre Service Operation Dispute Handling Sales lead generation Data Entry Multiline Phone use Upselling First call resolution Telemarketing Cold Calling Rapport Building

EMPLOYMENT HISTORY: AUSTRALIA Marketing Coordinator – www.boredofstudies.com

Duration : Apr’13 – Present

Job Profile : Implementing marketing and advertising campaigns by

assembling and analyzing sales forecasts; preparing marketing and advertising strategies, plans, and objectives; planning and organizing promotional presentations and updating calendars.

: Updating job knowledge by participating in educational opportunities.

: Accomplishing organization goals by accepting ownership for

accomplishing new and different requests.

Regional Manager - lastmanstands.spawtz.com

And Umpire

Duration : Apr’13 – Present Job Profile : Managing all the teams in the eastern suburbs that take part in

this cricket completion : Managing all the grounds and pitches and other infrastructure and

making sure everything is in place for the matches. : Umpiring and recording stats during the game and updating them on

the online server. : Writing match reports

INDIA

Senior Sales Executive – iYogi Technical Services (Contract) Duration : Jan’13 – May’13 Job Profile : As a senior sales executive the role involved interacting with

interacting with new and existing customers on call and provide them with first call resolution related to any software or hardware issues they face with their computers (any operating system)

: After the resolution guiding customers with the subscriptions and

software’s we provided and briefing them about their computers need to have them

: Managing the revenue generated from the sales of subscriptions

and antiviruses and make sure the target was well under control at the end of each day

Customer Service Representative – Fidelity Global Information Services (Contract) Duration : Nov’12 – Jan’13 Client : American Express Job Profile : As a CSR for American Express the role involved resolving all

the queries of cardholders ranging from as simple as balance enquiry to as complex as Disputing transactions.

: handling chargebacks and refunds for the transactions : Upselling customized giftcards for birthdays, Christmas, New Year’s. Sales Executive – MaximPro Capital Solutions Pvt. Ltd.

Duration : May’09 – Apr’10 (Part Time) , Apr’10-Nov’12 (Full Time) Client : Microsoft

Job Profile : As sales executive the role involved selling Microsoft products like windows, office, games etc.

: Activating Microsoft products for people with single user license or

MAK license. : Resolving technical queries, detailed troubleshooting, providing

resolutions and higher level escalation where necessary. : Achieved Call Rate of 5.8 calls per hour against KPI of 5.

References: Can be provided upon request

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