SUMAN DUTTA

Deputy Manager Customer Service

Professional Summary:

Accomplished Deputy Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands

Established objectives to offer team members clear roadmap to help company achieve overall goals.

Monitored security to protect employees, customers and property.

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Key Skills:

Team management

Employee performance evaluation

Soft skill training

Language known: English/Hindi/Bengali

Hard working and goal oriented

HOBBIES:

1)I love to travel across the Globe and learning about different cultures of different countries.

2) I love to watch cricket and also loves to play cricket

3)I love to listen soft music

PERSONAL FONT: Married to Rashmi Dutta since last 12 years and we are blessed with a baby girl in the year 2017.

CONTACT

974-***-****

ADDRESS Nirala Aspire Sec 16B Greater Noida West

Pin: 201305

PERMANENT ADDRESS 131 Garfa Main Road Jadavpur Kol-700075

EMAIL :

ad4fky@r.postjobfree.com

EDUCATION

Andrew’s High School

1989 to 1999

Complete class X with 52% marks Board: WBSE

South City College

1999 - 2001

Completed class XII with 58% marks. Board: WB

Stream: Commerce

South City College

2002 – 2006

Completed Bachelor Degree of Commerce with 56% marks

University: University of Kolkata

Computer knowledge:

MS Office MS Excel Power point Internet Access

PROFESSIONAL EXPERIENCE

IBM Daksh Business Service Pvt Ltd (Customer service Representative)

2007–2014

Joined as a customer service representative and then promoted as a Team Leader

Job Profile

Built strong relationships with customers through positive attitude and attentive response.

Initiated timely response to emails, voicemails and written correspondence.

Participated in cross-functional team-building activities.

Supported office business development and customer service.

Need to manage breaks and checking emails and respond to team members regarding any query and provide them resolution.

CMRI Hospital (Team Leader)

2015–2016

Job Profile:

Worked as Team manager in a Hospital in Emergency department. Ambulance related query or Doctor appointment and admission related query. At the end of the day need to prepare report on that basis and share with management. Applied best practices in customer service, sales and employee management to exceed organizational goals. Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.

Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.

Concentrix Daksh Business Services Pvt Ltd (Assistant Manager Customer service)

2016–2018

Job Profile:

Managing a team of 40+

Drive Service Level on a daily basis as per client target

Auditing calls and sharing feedback to improve Quality

Handling Manager escalation calls

Mentored team members to enhance professional development and accountability in workplace.

Control shrinkage and attrition within the team

Weekly meet with Team members regarding performance review

Tech Mahindra PVT Ltd (Assistant Manager Customer Service)

2018 to 2020

Job Profile:

Managed a team of 20+

Drive Service Level on a daily basis as per client target

Auditing calls and sharing feedback to improve Quality

Handling Manager Escalation calls

Attending weekly call with clients regarding performance review of the process

Attending meetings with senior management regarding manpower planning and improvement of process

Control shrinkage and attrition within the team

One on One weekly meetings with the team members regarding performance review

BQ Management within the team and train them to improve performance.

HDFC ERGO General Insurance Company (Deputy Manager Customer Service)

2021 till Present

Current Job Profile:

Managed a team of 60

Drive Service Level on a daily basis as per targets defined.

3 Team Leaders report to me with each having team of people.

Attending weekly call with higher Management regarding performance review of the process

Roster planning fortnightly for entire process as per WFM guidelines

Control shrinkage and attrition within the team

One on One monthly review with team Leaders regarding performance of their team.

BQ Management within the team and provide necessary Coaching and feedback to improve performance

PROJECT: I AM CURRENTLY DOING A PROJECT ON NON COMPLAINCE AND VOLUME REDUCTION

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