Manager Back Office
Resume:
Curriculum Vitae
Address – Rifle Range Road, Belgharia
Kolkata – 700056
Mobile - 983*******
Email ID - ******.***********@*****.***
SONALI GANGULY
Asst. Manager (Operations)
Career Objective:
To secure a challenging position where I can effectively contribute my skills for the growth of organization
besides to learn and enhancing my knowledge and skills and to serve for excellence and to work hard for
the organization.
An accomplished employee with a Total 13 Years of Experience in Operations, have demonstrative skill in analyzing, creative problem solving, people management, client management.
Professional Experiences:
Organization : ATC India Electronics Pvt. Ltd.
Designation : Assistant Manager (Operations)
Period : July, 2018 – July, 2019
Process : ABP and Telegraph (Inbound, Outbound, Mail and Back office)
Responsibilities:
Manage a team of Team Leaders, Associates to drive and achieve targets as set by the business or client.
Manage people related metrics such as shrinkage and attrition by driving employee engagement initiatives or motivate team members.
Staffing and rostering.
Preparing DRR sheets, driving daily achievements.
Take corrective measures against process gaps if any impacting process or business performance.
Daily follow-ups on pending cases to maximize conversions.
Update feedback trails wherever required and sending daily reports to the concerned reporting head.
To effectively manage all customers related complaints and issues.
Employee training and hiring.
Assist Sr. Manager in daily works of the company.
Meet the entire target given as KRA like Customer Satisfaction Score, Repeat, Utilization and Abandandoned.
Review with Client every month.
Client interaction on regular basis in terms of handle the client call. MOM (Minutes of the Meeting) preparation and circulate to client as well as the team.
Organization : Aegis Customer Support Services Pvt. Ltd.
Designation : Team Leader
Period : June, 2017 – February, 2018
Process : Vodafone Inbound (North East)
Responsibilities:
Maintaining 53 People with two SMEs for Vodafone North East Inbound Process.
Achieving targets given by Client.
Making MIS Dash Board for weekly & Daily performance.
Helping CSR to achieve their goals.
Briefing team members in terms of Product, Quality and Productivity.
Maintaining SL
Making Roster for team members.
Barging calls to give proper feedback to team members.
Organization : Intelenet Global Services Ltd.
Designation : Team Leader
Responsibilities : Managing 30 People in Vodafone Inbound ROB Process.
Duration : October, 2013 – June, 2017
Process : Vodafone Inbound
Organization : Spanco BPO Services Ltd.
Designation : Team Leader and Asst. Team Leader
Period : September, 2011 – October, 2013
Process : Reliance GSM
Organization : Sparsh BPO Services Ltd.
Designation : Associate and Sr. Associate
Period : October, 2005 – September, 2011
Process : CITI Bank (Outbound), ICICI Prudential (Outbound) and BSNL (Inbound)
Organization : Briddhi Coaching Centre
Designation : Trainer
Period : March, 1997 – June, 2005
Work Description : Worked as a trainer, provided training to Board students on Literature (1st and 2nd Language).
ACADEMIC DETAILS
Bachelor of Arts from Calcutta University in the year 1996
PERSONAL INFORMATION
Languages Known: English, Hindi and Bengali
Hobbies: Gardening & listening to music
DATE:
PLACE: SONALI GANGULY
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