Manager Social Media

Resume Summary

Surojit Shaoo

Contact Information

1st Flr.House No 2.GF Katha No 20-8.1st

Cross.Kanakappa Layout. Near Satsang

Mandir. Virgonar Post. Medahalli.

Email: adfnmk@r.postjobfree.com

Phone: +919*********/ +919*********

Current Location: Bangalore

Personal Information

● Date of Birth : 18th October 1979

● Gender : Male

● Nationality : Indian

● Passport No. : J2632377

Professional Details

Total Work Experience 15+ years experience in Customer Services industry specializing in Non Voice (Web Chat, Email & Social Media), Voice (Technical & Non -Technical) field in International & Domestic Process. Profound experience in Inbound Sales, Ecommerce, Hospitality and Telecommunication Industry and has extensive knowledge in Process Setup and Business Transition. Managerial Work Experience 13+ years as Process Manager Company Designation Duration Tenurity

Cogent Eservices Pvt Ltd Operations Manager 7th Oct.'19 - till date 7 months Karvy Digi Konnect Limited Operations Manager 27th Feb.'19 – 24th Sept.’19 7 months Conneqt Business Solutions Ltd., Hyderabad

Assistant Manager – Process

Manager 22nd Oct.'17 – 28th Dec.'18 1 Yr 2 months

Tata Business Support Services Ltd, Mumbai

Assistant Manager – Process

Manager 6th Sept.'16 – 21st Oct.'17 1 Yr 1 month

Hinduja Global Solutions, Mumbai

Assistant Manager – Process

Manager 23rd Jan.'14 – 3rd Sept.'16 2yrs 7 months

Hinduja Global Solutions, Durgapur

Assistant Manager – Process

Manager June'11 – 22nd Jan.'14 2yrs 7 months

IBM Daksh, Kolkata Assistant Manager Oct.'07 – June '11 3yrs 8 months Wipro BPO Ltd, Kolkata Team Leader July'06 – Sept.'07 1 yr 3 months Wipro BPO Ltd, Kolkata

First Level Technical Associate-

Pilot Process April.'05 – July.'06 1 yr 4 months

Clients Associated with

Clients Process Skillset Designation

Zomato, India

Online Food Ordering and Grocery

Ordering -Pan India

Domestic Ecommerce Online

support -- Chat and Outbound

Voice Support and also updation

of Menu Building for Zomato Operation Manager

Phone Pe,India

Phone Pe Online Transaction

Platform -India

Domestic Ecommerce Online

Transaction support -- Email and

Inbound /Outbound Voice

Support Operation Manager

OYO Rooms,

India

Oyo Rooms Inbound –India, Dubai,

China, Malaysia, Singapore, London

Inbound and Outbound Sales and

Hospitality Industry

Process

Manager(A.M Ops)

Tata CLiQ, India

Tata Unistore Ecommerce Business-

PAN India

Domestic Ecommerce support --

Email,Chat and Inbound

/Outbound Voice & Back Office

Support along with Escalation

Support

Process

Manager(A.M Ops)

Star TV India Ltd Hotstar, Star Sports - PAN India International & Domestic Support

– Back End Social Media & Email

Support

Process

Manager(A.M Ops)

Vodafone India Vodafone Web Chat – PAN India

Domestic Inbound Non Voice

Process –Web Chat Medium

Process

Manager(A.M Ops)

Tab Cab

SMS Tab Cab Fleet Routing

Technology – Mumbai

Domestic Inbound and Outbound

Voice Process

Process

Manager(A.M Ops)

Bharti Airtel Ltd

GPRS/3G support - East HUB,

Prepaid Inbound support - East

HUB, Postpaid Inbound support -

East HUB, Outbound Data Sales

PAN India

Domestic Inbound and Outbound

Voice Process

Process

Manager(A.M Ops)

Bharti Airtel Ltd

Airtel – Prepaid and Postpaid LOB –

East HUB Domestic Inbound Voice Process

Process

Manager(A.M Ops)

Hewlett Packard

Technical Voice Process- Desktop

and Laptops -USA

International US Inbound Voice

Process Team Leader

Hewlett Packard

Technical Voice Process –

Computers -USA

International US Inbound Voice

Process

First Level

Technical

Associate

Core Competencies:

13+ years of Managerial experience with excellent proficiency in Process Management and responsible for External and Internal Client Relationship Management and Business enhancement. Ensuring service delivery and Revenue is achieved resulting in Process Ramp Up. Monitoring Process & performance activity and provide Constructive Feedback to the Process by implementing Areas of Opportunity & Improvement. Formulate short/long-term action plans for Process /Performance improvement and Revenue Generation. An effective communicator with good relationship building & interpersonal skills. Presenting Performance review to Clients on behalf of management.

Acquired Core Competencies across Career Span

● Responsible for delivering Service Delivery and achieving Process targets as per Process contract generating Revenue for the Process and ramping up Business for the Organization.

● Accountable for Reward and Penalty of the Process.

● Presenting Process performance review in QBR and MBR to Client.

● Execution of Transition Planning and setup for new Business.

● Setting up daily targets for meeting sales target FTD & MTD and reviewing it periodically.

● Managing Process functions

. Client Relationship Management

. Process Attrition

. Manpower Planning

. Performance Appraisal of the Process

. Revenue generation for the Process

● Revenue tracking of each LOB- VAS Up sell,Email, Chats / Calls Answering within Threshold and Targeted AHT.

● Reviewing Account’s performance against contractual Qualitative and Quantitative metrics (Service Levels, Handle Time, Quality Scores, CSAT Scores, Booking Conversion%, TNPS, etc.) and ensuring we meet client KPI’s – SL/AL, FCR, TNPS,ICE, Call/Chat Quality.

● Act as Change Agent, highlighting the gaps within the process to Senior Management & Client to make the necessary changes in the process which helps to minimize defects resulting in better output of the process and maximize customer satisfaction levels.

● Manage cross functional team of experts to help drive better operational efficiency and effectiveness-Pioneering Delivery Excellence Project to optimize Front Line Executives utilization and productivity.

● Coordinating with the Training & Quality team to improve customer satisfaction levels by monitoring Unit performance. Doing RCA and deriving TNI and effectively implementing corrective actions.

● Module preparation for Training in co-ordination with Training team, Refresher Training modules and development for executives on floor.

● Assess development needs of employees and assist in training and development of them, set targets and monitor performance against goals and objectives with a focus on continuous improvement on the KPIs. Occupational Contour

Latest Role: Operation Manager

Latest Employer: Cogent Eservices Pvt Ltd

ZOMATO : Ecommerce Online Food and Grocery Ordering Platform ---7th Oct.’19 till Date. Achievements: Did Process transition from 30 sitter to 150 sitter process. Providing customer service through Chat media for Online Food and Grocery ordered ensuring end to end customer service along with coordination with delivery person and merchant. Ensured all RnP metric is met post completion of beta period. Increased billing from 10 Lacs to 50 Lacs post transition. Previous Experience--- Karvy Digi Konnect Limited – Operation Manager Tenurity : 27th Feb 2019 – 24th Sept 2019

PHONE PE : Ecommerce Online Transaction Platform-- 27th Feb.’19 – 24th Sept.’19 Achievements: Did Process Transition in Inbound Voice and Email Queue. Added new line of business – Mutual Fund. Ramped up from 50 FTE in Oct.’18 to 200 FTE’s by April’19 end having a monthly billing of 1 cr.

Previous Experience--- Conneqt Business Solutions Limited formerly known as Tata Business Support Services Ltd (TBSS) – Process Manager(AM Ops)

Tenurity : 6th Sept 2016 – 28th Dec 2018

OYO ROOMS: 22nd Oct.’17 – 28th Dec.’18

Achievements: Process Transition, Hiring, Go Live of the Process. Ramping the business from 26 FTE in Oct.’17 to 400 FTE’s having a monthly billing of 1.3cr and running across 2 locations – Hyderabad(250FTE) and Pune(150 FTE).

TATA CLIQ : Domestic E-Commerce Inbound Process -- 6th Sept.’16 – 21st Oct.’17 Achievements: Ramped up the process from 50 Sitter process to 200 sitter FTE Process. Ensuring end to end customer support right from the order process life cycle –Time from when the order is placed till the time the order is delivered to the customer by coordinating with Seller,Logistics Team and other departments through 3 different Omni channels- Email, Chat & Voice. Previous Experience--- Hinduja Global Solutions – Process Manager(AM Ops) Tenurity : 23rd June 2011 – 3rd Sept 2016

● Star TV India Ltd – Email and Social Media -- Jan.’16 - Sept.’16 Achievements: Ensuring Email SLA and Social Media –Face book and Twitter SLA –Responses are given within TAT and FTR is maintained

● Vodafone India – Domestic Pan India Webchat Process -- Oct.’14 - Jan.’16 Achievements: Post moving into Vodafone all major KPI’s like Chat SLA,Chat Quality,TNPS scores were met. Major concerns like Attrition and People Engagement was curbed which resulted in improving-E Sat for the Process which worked as a catalyst in meeting the Targets.

● TAB CAB – Domestic Voice Process- Inbound and Outbound -- 23rd Jan.’14 - Oct.’14 Achievements: Worked from Client Location –Malad, Mumbai. Got recognized by client for implementation and fixes of Fleet Robo application.

● Airtel India – Domestic Voice Telecom Inbound & Outbound Process -- June’11 - Jan.’14 Achievements: Was handling Airtel GPRS Process –North East Circle, Orissa Circle, Bihar Circle .Pioneered 3G launch and transitioned it in the respective circles. Was recognized by HUB CEO Trophy in December’11 for the Best Performing centre. Excelled Unit of Excellence across the centre. Started taking responsibility of Orissa Prepaid circle as the process was in CPD. After 2 quarters Process started meeting the KPI’s and in August’12 Process was recognized for best performance in Quality Metric across PAN India. Post handing over Prepaid Circle I was given the responsibility of Outbound Process –DOB(Data On Boarding) of Airtel. Post setting up of Outbound Sales process I was given the accountability of handling East Hub 3 Postpaid Circles. Streamlined SL% and Repeat % in the respective LOBs.

Notable Accomplishment:

● Awarded as the Best Assistant Manager award and was given Project Reepers Trophy for the year 2012(Qtr III)- Championing the Unit of Excellence Project

● Project Peso was presented as the success story for DOB Outbound Process—Meeting Performance KPI’s in Outbound Process.

● Awarded BPM(Best Process Manager) for the year 2014(Qtr II)

● Recognized as the Best Manager by Vodafone for Performance Improvement 2015 (Qtr I) Previous Experience--- IBM DAKSH – Assistant Manager Ops Tenurity : October 2007 till June 2011

● Airtel India – Domestic Voice Telecom Inbound Process Achievements: Handled 2 major prepaid circles of Airtel which were Kolkata & ROB Circle and Orissa Prepaid Circle. Was accountable for driving compliance on the production floor through FMS(Fraud Management System). Was SPOC for maintenance of Application ID for both the Circles ensuring no mismanagement of Application Id’s happens.

Notable Accomplishment:

● Awarded as the Best Team Manager award for the year 2008 (Qtr III)-Championed Delivery Excellence Project

● Awarded GEM(Going Extra Mile) Employee for the year 2009 (Qtr IV)

● Awarded GEM(Going Extra Mile) Employee for the year 2010 (Qtr II)

● Got the Great Manager Employee Engagement Award as per Manager Feedback Program ’09.

● Steered initiatives towards implementation of Tagging Matrix Tool.

● Recognized by Client for Non Mismanagement of Client Application Id’s for both the line of business. Previous Experience--- WIPRO BPO LTD. – Team Leader & Executive Tenurity: 11th April 2005 till Sept.’2007

● Hewlett Packard – International Technical Voice Inbound Process Achievements: Worked as a Team Lead effective August 2006 for Hewlett Packard Desktop queue. Providing Technical Voice Support to US Customers. Taking escalation calls and drive Performance for the Team Members by Audit and feedback mechanism. Managing Service Level of the floor. Joined “Wipro Limited”, as Technical Support Senior Associate in April 2005 for Hewlett Packard International Voice Technical Support Process .

Tenurity : 11th April 2005 till 30th July 2006

Job Profile : Used to provide Technical Support on Windows OS related to software and hardware issues of HP Desktop.

Notable Attainments:

● HP certified Technician for Consumer Products

EDUCATIONAL CREDENTIALS

● Bachelor of Electronics Engineering (B.E) from Nagpur University,2003.

● 10+2 Science from I.S.C. (WB). The Frank Anthony Public School, Kolkata year 1998.

● Class 10 from I.C.S.E. (WB). The Frank Anthony Public School, Kolkata year 1996 PROFESSIONAL CREDENTIALS

● Computer Fundamentals, Programming Techniques with C, Internet Theory.

● Microsoft Visual Basic 6.0,Linux,DOS

● Microsoft Office XP, 2007, 2010

● Software courses from Tata Infosys Computer Ltd. DECLARATION

I hereby declare that the above-furnished details are true to the best of my knowledge and belief.

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