Customer Service Management

DEBANJAN DE

Mobile: 094********~ E-Mail: ************@*****.***, ************@*****.**.**

Location Preference: Kolkata

CAREER OVERVIEW

Currently Pursuing PGCBM from IIM Tiruchirappalli.

M.Sc. & DOEACC- B-Level professional with over 5 years of experience in Business Process Management, Operation Management & Product Management .

Currently serving at Century Plyboards (I) Ltd.(HO), Kolkata.

Given Merit Award for Exemplary Performance to the organization.

Contribute to short and long-term organizational planning and strategy as a member of the management team.

Highly accomplished with a verifiable track record in fields such as analysis and gathering, product management, advertising & branding, product marketing & positioning, business process mapping, strategic alliance, Competition Tracking, Market Coordination & Data Management. A accomplished and fluent communicator with strong investigation, problem-solving and decision-making skills, combined with a pragmatic approach and sound business acumen.

CORE COMPETENCIES

Business Process Management, Operation Management & Product Management

Devising the marketing plan, promotion campaign, market feedback in coordination with the central marketing team of the company.

Liquidation of uncommitted stock at factory in coordination with the factory management & sales team.

Identifying the pain point areas of Sales Force team & addressing them individually to attain the LOBs objective

Work to ensure that business process outcomes are in harmony with an organization’s strategic goals. Work collaboratively across all departments of the organization to help improve the management of a business process

Focus on the entire process from beginning to end, introducing innovation into the process that can impact results, enhance profitability and assist the organization to meet its business objectives and goals

Precisely involved in Pricing – Discount structuring – Project Quotation – Schemes – Promotional Events – Business analysis.

Understand market research need for the brands and execute a market research road map. Ensure market research done is utilized meaningfully to achieve business objectives.

Help develop and lead execution of the brand plans (including communication development) to deliver the business objectives (namely sales, market share, profitability and brand health) of the relevant group of brands.

Work closely with the sales team to initiate, plan and oversee implementation of local initiatives to drive volume growth.

Monitor and influence demand forecasting; monitor sales and other brand metrics and adapt plans as required.

Effectively manage internal interfaces (R&D, manufacturing, SCM, market research, sales) and cross functional teams to deliver on brand objectives.

Handling various activities like information gathering, analyzing the information gathered, documenting the functional or business requirements.

Monitor and recommend action for brand profitability.

Look after the Brand Support Activities distribution of POP/POS items, Budgets for whole India.

Others as per incoming requirements from Management.

Key Achievements

Received excellent work appreciation from HOD from time to time.

Was graded Excellent performer in 1st year Job review.

Operational Management.

Excellent people manager, open to direction and Collaborative work style and commitment to get the job done

Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.

Oversee overall financial management, planning, systems and controls.

Management of agency budget in coordination with the Senior Manager.

CAREER CONTOUR

Since April’14 with Century Plyboards (I) Ltd., Kolkata as Business Analyst- Prelam Division

Key Deliverables

Manage, control, and implement the approved Annual Marketing Plan of the assigned products.

Researching consumer markets, monitoring market trends and identifying potential areas

Prepare sales forecast and monitor assigned product stock and coordinate with logistic personnel to order the assigned products and monitor the inventory status of the assigned products.

Support the Marketing Manager in evolving brand plans, forecasts and budgets.

Liaise with other areas of the organization (R&D, manufacturing) to implement new changes.

Meeting deadlines related to timely dispatch of Promo-materials.

Improvement of the Market Share of the Brands responsible for.

Tracking of Brand-wise, territory-wise sales and to provide the feed back to the field force and GM.

Oct’10 – March’14 with Pest Control India Pvt. Ltd., Kolkata as Customer Service Officer - Operations

Key Deliverables

Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.

Dec’09 – Aug’10 with Sun Knowledge Pvt. Ltd. Kolkata as Data Analyst (Operation)

Key Deliverables

Excellent computer skills and proficient in excel, word, outlook, and access.

Confers with computer operations, technical support, user and vendor representatives concerning data base requirements, system performance, capacity planning.

SOFTWARE & TECHNICAL SKILLS

Software : SAP-BI, Qlickview.

Statistical Analysis : Matlab.

Programming Language : C

PROFESSIONAL QUALIFICATIONS

B-Level from DOEACC in 2010 with CGPA of 7.42.

DITA (Basic I.T, VB, C, MS DOS, Ms Office, Windows) from Computer Training Institute, State Youth Centre, Kolkata (Govt. of West Bengal) in 2005 with 79%.

SCHOLASTICS

M.Sc. 2010

West Bengal University of Technology, Kolkata (WBUT) with CGPA of 7.42.

Graduation-B.Sc 2006

Sammilani Mahavidylaya, Kolkata (Calcutta University).

12th (Science) 2003 Grace Ling Liang English School.( I.S.C ) with 77%.

10th 2001

Grace Ling Liang English School ( I.C.S.E ) with 85%.

EXTRAMURAL ENGAGEMENTS

Actively took part in different programs under National Service Scheme (NSS) such as Organizing Blood Donation Camp, Relief Camp, etc.

PERSONAL DOSSIER

Date of Birth : 16th May, 1985.

Address : 9 Rathin Banerjee Lane, Dhakuria, Kolkata - 700031

Linguistic Abilities : English, Hindi and Bengali.

Contact this candidate