Customer Service Manager
Resume:
SAMRAT SENGUPTA
E-Mail: abkanj@r.postjobfree.com
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(CUSTOMER SERVICE AND BACK OFFICE OPERATIONS MANAGEMENT ( RESOURCE
MANAGEMENT ( CLIENT SERVICING (RECRUITMENT PROCESS DESIGNING/DEVELOPMENT
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Location Preference: Milwaukee, WI, USA
Career Overview
< Result oriented professional with 9 years of experience in Operations
Management, Customer Service & Recruitment Process Designing. Currently
based out of the U.S. for 3 years and looking for an opportunity to work
in Milwaukee, Wisconsin
< Was associated with PeopleStrong HR Services Pvt. Ltd., Gurgaon and
designated as Manager - Operations (Recruitment Shared Service Center)
< Proven skills in managing teams to work in sync with the corporate set
parameters & motivating them for achieving business and individual goals.
< A keen strategist, planner & implementer with expertise in managing with
key focus on profitability by ensuring optimal utilization of resources.
< Extensively traveled to UK to understand the as-is process and helped
them develop the to-be process in India.
< Skilled at developing relationships with key decision-makers in the
organizations for revenue. Adeptness in expanding the revenue base in the
market.
< Proficient in developing & streamlining systems with proven ability to
enhance operational effectiveness and meet operational goals within the
cost, time & quality parameters.
< Proven track record of managing processes/ SOPs and streamlining workflow
& creating team work environment to enhance productivity innovatively.
< Have received numerous client appreciations for hands-on approach,
process knowledge.
< Excellent communication and inter-personal skills with proven abilities
in operations, customer relationship management & team management.
< Responsible for achieving Pan India revenue targets for customer metrics
and develop and sustain strong relationship with clients.
Core Competencies
< Conceptualizing & implementing strategies with a view to achieve business
objectives.
< Formulating and designing corporate goals, short term and long term
budgets and developing business plans for the achievement of these goals.
< Playing a key role in managing day to day operations of the delivery
unit, ensuring daily service levels, operational targets and quality
targets are achieved.
< Developing & executing effective business plans, by identifying trends
and creating environment to achieve business goals and objectives.
Framing work direction and plan for the associates after assessment of
their capabilities.
< Preparing various weekly/monthly MIS reports pertaining to
process/productivity.
< Mapping business requirements and coordinating in developing and
implementing processes in line with the pre-set guidelines; spearheading
process transition initiatives.
< Monitoring the overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximize customer
satisfaction level.
< Ensuring continuous interaction with the customer to make sure that area
of concern can be worked upon for improved service levels.
< Managing team functions viz. planning, recruitment & selection,
induction, performance appraisal and training.
< Developing project plans and training schedules, assisting the teams in
end to end process migrations.
< Process Stabilization and ensuring continuous improvement in service
levels by benchmarking against best levels of performance. Documentation
of outcomes and processes.
< Leading, mentoring & monitoring the performance of teams to ensure
efficiency in process operations and meeting of individual & group
targets.
< Driving towards exceeding measures on client metrics, aligning processes
& technology to maximize service delivery.
< Managing Recruitment teams and Vendors, developing customized trackers
for Recruitment and employee master data, Analyzing Recruitment costs /
Cost reduction exercises, Resourcing Strategy, Change Management.
< Employer Branding, Assessment and Selection / Supplier Procurement /
Recruitment Outsourcing / Recruitment Service Delivery / Executive
Search & Selection / Managing Career Site and Employee Referrals / Event
management (Job Fairs, Walk-Ins).
Employment Details
Since Mar '10 with PeopleStrong HR Shared Services Private Limited, Gurgaon
Company Profile: PeopleStrong HR Services Pvt. Ltd. is a leading HR
Outsourcing company specializing in HR Shared Services, Consulting, Payroll
Management and Recruitment solutions, based out of India. Within two years
of its inception, People Strong was rated as emerging RPO Leaders from Asia
by HRO Today magazine.
Job Role & Responsibilities:
As Manager - Operations
< Responsible for Client Relationship management with focus on building on
the existing partnership and exploring expansion opportunities with them
< Hiring Strategy for the Domestic hiring and recruitment operations
< Manpower planning and allocation strategy for large outsourcing deals
< Sourcing Strategy through low cost hiring models
< Was a part of a project to hire professionals for an International Bank
outsourced in India
< Currently managing a project in hiring profiles for an Indian Insurance
MNC
< Functional and Implementation lead for the Recruitment Automation
Expertise:
< Handling high Volume, High End Critical requirements / Handling Direct /
Contract / Contract To Hire recruitments
< Handling Ad hoc, Just-In Time and Planned requirements / Converting
Decentralized to Centralized recruitment system
< Extensive experience in Strategic Recruitment using innovative methods
and models, Creative / Out-Of-Box recruitments
< Recruitment process involving Assessment Processes, Evaluation Methods
and Self-Control Mechanism Methods
< Experience in Analysis and implementation of Cost Effective Recruitment
processes
< Designing, building and implementing various recruitment Processes and
Models, Standard Operating Recruitment Processes and Methods, preparing
various recruitment Reports and Analysis for top management review.
< Handling Walk-In and Call-In Interviews through Multi Location, Multi
Skill simultaneous drives resulting in volume closures
Oct '07-Dec '09 with Barclays Shared Services Private Limited, NOIDA
Company Profile: Barclays Bank PLC set up a captive unit in India. The
Bank's third-party BPO Partner Intelenet set up a 3,000 people BPO centre
for the bank in NOIDA on a Build-Operate-Transfer (BOT) basis. The captive
unit does all regular financial back office work like transaction
processing, account handling, credit card queries and customer service. In
effect, Barclays Shared Services follows a hybrid - third party plus
captive outsourcing model.
Growth Path:
Oct'07-Mar'09 Team Manager - Operations (Barclaycard VCC)
Mar'09-Dec'09 Assistant Manager - Transition
Job Role & Responsibilities across tenures:
As Assistant Manager - Transition
< Responsible for ensuring all transition projects are completed as per
plan.
< Executing transition plans as per timelines agreed and ensuring inputs
from HR, IT, Training, Operations are incorporated in the final
transition plans prepared by onshore team.
< Interacting and working closely with the onshore projects team and key
stakeholders for smooth transitioning.
< Developing, analyzing and documenting business requirements.
< Was the SPOC for the project and liaised with the different stakeholders
like Onshore Project Managers, Recruitment Team, IT Team, Capacity and
Administration Team.
< Did performance analysis, risk assessment and development of solutions to
improve project performance.
Noteworthy Contributions:
< Received commendation from the COO of the company on successfully
completion of the project.
As Team Manager - Operations (Barclaycard VCC)
< Mentored a team of 120 members including 6 Team Leaders each handling a
team of total 20 professionals each involved with high-end customer
service.
< Responsible for generating reports of teams, parameter analysis,
customized report on agents, discussion and ensure effective quality
check on the performance of the teams.
< Responsible for maintaining excellent relations with Head - Card
Operations on needs and expectations of client, customer and team, and it
to be achieved to the best of their satisfaction.
Noteworthy Contributions:
< There were two teams that were honored with the Customer Excellence Award
by the Head Card Operations for exemplary performance.
< One of the Team Leaders got promoted as Quality Manager for the cards
process.
Dec'06-Oct'07 with Quatrro BPO Solutions Pvt. Ltd. / AuxiCogent
International BPO Services Private Limited, Gurgaon, Haryana as Assistant
Manager - Operations
Company Profile: AuxiCogent is a global outsourcer of specialized front and
back office services in the fields of shipping, transportation, logistics
and travel verticals. Its BPO services combine the domain expertise of John
Keells Holdings (JKH) with the offshore outsourcing delivery expertise of
Quatrro. Quatrro is focusing on pioneering new service lines, geographies
and business models in Business Process Outsourcing. The BPO business and
the process were taken over by Mr. Raman Roy, founder of Quatrro BPO from
Flextronics Software Systems.
Job Role & Responsibilities:
< Spearheaded a team of 60 members inclusive of 3 Subject Matter Experts.
As an Assistant Manager, I was responsible for handling Operations and
Service Delivery for a large US based Satellite Internet services
provider called HughesNet Satellite Internet. Associating with the group
at start of BPO business of Hughes, have grown within the ranks braving
multiple ownership & management changes from Hughes to Flextronics to
Aricent in 4 years.
< Accountable for generating reports of teams, parameter analysis,
customizing report on Agents and ensuring effective quality check on the
performance of the new hires.
< Coordinated with the training team and the voice and accent team to
improve the standard of the new hires.
< Hired around 100 individuals for the process in the past.
Noteworthy Contributions:
< Held the top position out of 15 teams in 2005. This was an overall
performance of team.
< Stellar role in the conduction of need analysis on the operation floor,
designing and implementing reinforcement modules and support the new
joiners into the operational floor through comprehensive on-the-job
training program to diminish the learning curve.
< Member of the Green Belt Certification program to do the analysis to
reduce the overall AHT of the process.
< Honored with the Customer Excellence Award by the client for exemplary
performance.
Jan'03-Dec'06 with Flextronics Software Systems (Erstwhile Hughes BPO
Services), Gurgaon
Company Profile: Flextronics Software Systems was an end-to-end
communication solutions provider with more than 200 customers worldwide, in
the telecom infrastructure, service provider, and business process
outsourcing sectors.
Growth Path:
Jan'03-Aug'04 Technical Support Specialist
Aug'04-Dec'06 Team Leader
Job Role & Responsibilities as Team Leader: Played key role in managing 20
professionals for the leading satellite ISP provider (HughesNet Satellite
Internet.)
Job Role & Responsibilities as Technical Support Specialist:
< Functioned as a mentor in a mentorship programme responsible their
performance.
< Responsible for preparing MIS - daily/monthly productivity reports,
efficiency reports and quality reports.
< Monitored the quality and did quality checks for the New Trainees.
Noteworthy Contributions as Technical Support Specialist:
< Adjudged as a Top Performer in the year 2003.
< Was promoted to Team Leader in a span of one and half years in
Flextronics Software Systems.
< Successfully resolved the escalations / unresolved issues pertaining to
customer care and have received commendations from the client.
Aug'01-Nov'02 with Daksh IBM, Gurgaon as Customer Care Specialist
Company Profile: It's a leading Indian eCRM co-sourcing company, which
offers customer care services including voice, email response, real-time
chat, knowledge management, eCRM architecture and other value added
services to Fortune 500 companies.
Job Role & Responsibilities as Customer Service Representative:
< Was a part of the Pilot project for a major CDMA Phone Service provider
in the US called Sprint (erstwhile Sprint PCS)
< Managed day to day queries and escalations related to services and
payment status of the customers over emails.
< Responsible for the mentorship of new joiners in the team and share
quality reports to the Team Leader. Monitored the quality and did quality
checks for the New Trainees.
Nov'00-Jul'01 with Domino's Pizza, Agra as Customer Service Representative
Company Profile: Domino's Pizza was incorporated in New Delhi on March 16th
1995 as a private company under the name Dominos India Private Ltd. Over
the period since 1996, Domino's Pizza India has remained focused on
delivering great tasting Pizzas and sides, superior quality, exceptional
customer service and value for money offerings.
Education
1999 B.Sc. from St. Johns College, Agra, Dr. Ambedkar University.
2001 M.T.M. (Masters in Tourism Management) from Dr. B.R. Ambedkar
University, Agra.
2005 Post Graduate Diploma in Management (PGDM) from NMIMS, Mumbai
(Specialization in Finance & Marketing).
Appearing Eligible for PMP Certification Exam
Beyond Curriculum
< Active Participant in Adventure Tours (part of tours of the University to
Gangotri, Gomukh, Tapovan and Uttar Kashi).
< Organized tours for the team across the Country to places like Shimla,
Nainital, Amritsar and Agra.
< Certified in Trekking from the Nehru Institute of Mountaineering, Uttar
Kashi.
IT Skills
Software: MS tools like Office, Excel, Project, Word, PowerPoint, Visio,
Outlook etc. Well versed with AVAYA tool usage.
Operating Systems: MS DOS & Win 98 SE/2000/ME/XP/XP Professional/Vista.
Professional Trainings
< Training on PMP Certification Exam Preparation in 2010.
< Forecasting, Staffing and Scheduling Training in 2007.
< LEAN and Six Sigma Awareness Training in 2006.
< Train the Trainer in 2005.
< Leadership Skills Training in 2005.
< Interviewing Skills in 2004.
< Feedback Skills in 2004.
< Developing Self Excellence in 2004.
< Customer Care Training in 2003.
< Voice & Accent Neutralization Training in 2003.
Personal Details
Languages Known: English and Hindi
Phone: 302-***-****
Current Address: 1129 North Jackson Street, Milwaukee, Wisconsin, USA
Work Permit: Legally allowed to work in the USA
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