Manager Customer Support

SANTANU DAS

Dedicated customer support

manager with 15 years’ experience in

order processing and managing the

eCommerce sites. Consistently

achieve record-high customer

satisfaction rankings, streamline

operations, and increase

productivity. Assertive and

enthusiastic with extensive

knowledge of process optimization.

CONTACT

PHONE: 988-***-****

EMAIL: *********@*****.***

SKILL SETS

• Product

Knowledge\Management

• Process Improvement\

Management

• Metric dashboard

• Create and manage SLA

• Quality Assurance Program

• Team management

• Escalation Specialist

• Business Analyst

• Forecast Reporting

• Client Database

Management

• Continues Process

improvement

• Setup and manage the Order

Management System

• Influencer

CROSSOVER FEBRUARY 2020 - CURRENT

Support Manager Feb 2020 - Current

• Working with the executive management team to transition the process during the company acquisition.

• Preparing all the KT documents during the transition process.

• Setting up the call routing through LiveOps in the new environment.

• Managing the eCommerce sites – 2CheckOut and DNN Store

• Maintaining and updating the Twitter for the DNN Store

• Helping in giving the valuable inputs for the store migration from one platform to other.

• Monitoring on a high level to ensure that the customers are getting the right solution along with the SLA when they are raising any ticket through the DNN store.

• Generating the revenue reports and co-ordinating with the Finance team to ensure that the vendors are receiving the payments on time.

• Helping the finance team by creating the invoices for the manually billed customers.

• Working with the Engineering and the Professional Service team regarding the process automation which could

minimise the customer interaction and the AHT.

• Administering the Salesforce for all the employees in the company and helping the management team by creating several reports which is beneficial for the business.

• Working on the MicroStrategy (MIS) tool and generate several reports to determine the customer base, customer growth and calculating the customer revenue periodically.

• Apart from all the above tasks, I have been also doing the same responsibilities outlined below as the company got acquired.

XORA SOFTWARE LTD FEBRUARY 2006 – FEBRUARY 2020

Customer Support Manager Apr 2013 – Feb 2020

• Supervise staff within one or more operations departments

• Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility

• Maintain high levels of performance for customer service metrics including call quality, email quality, CRM updating accuracy, customer service ratings, order accuracy

• Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality

• Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence

• Planning and Execution

• RCA for improving service

level

• RCA for productivity

improvement

• Employee Satisfaction

Program

• Revenue over expense

strategy

• Salesforce (Reporting and

ticketing)

• Knowledge Base

(Confluence)

• Jira – Raising the tickets

• Effective Feedback process

• Leave Management Strategy

• MIS

• Manage Customer Billing

• Ecommerce

• Training needs analysis

• Remote Management

• Time Management

• Challenges and supports employees in their development, and uses individuals’ capabilities and potential for the benefit of the team

• Evaluates individual performance, determines trends, analyses strengths, and weaknesses and develops training programs for improvement

• Assists in the development of new products, policies, and resulting technology changes

• Supervision of the content development and knowledge base

• Interviewing the new candidates and planning for the new hire training

• Interaction with the global teams regarding the process and product improvements.

Customer Support Lead Jan 2012 - Mar 2013

Sr Customer Support Representative Feb 2008 - Dec 2011 Customer Support Representative Feb 2006 - Jan 2008 ADARSH SOLUTIONS PVT LTD NOVEMBER 2004 – JANUARY 2006 Sourcing Specialist

November 2004 – January 2006

• Interacting with major U.S electronics manufacturers and gathering relevant technical (RoHS) data for i2 Technologies end customers.

• Resolving technical queries for the customers through calls and emails.

• Interacting with the production team and verifying the data received from the supplier.

• Trained the new employees on the product and the process. EDUCATION

• Diploma in Computer Science - Impact College of Engineering and Applied Sciences (2003)

• Higher Secondary (12th Grade) – Cathedral Mission High School (2000)

• Secondary Examination (10th Grade) – A.K. Ghosh Memorial High School (1997)

COURSES

• LinkedIn assessments in Microsoft Excel and PowerPoint

• Manager as a Coach (Workshop)

• Line one Management Training (Workshop)

Contact this candidate