Customer Service Manager

Avik Bhattacharya

Summary:-

Skilled Business Analyst with 14 years of experience in Customer Service, project management, account management and relationship development. Experienced in project selection, planning, promoting and execution. Comprehensive problem solving abilities with excellent verbal and communication skills; Having experience in both Business to Business Sales, Retail sales & corporate Sales, Inbound & outbound domestic-international Corporate Customer Service Domain, Administration & WFM. Ability to deal people diplomatically and professionally, willingness to learn, Team facilitator.

Personal Information

Year of Birth: - 1983

Nationality: - Indian

Marital Status: - Married

Contact Number: - +91-629*******/ 973-***-****

Email:-*******@*****.***

Linkedin Profile URL:- https://www.linkedin.com/in/avik-bhattacharya-57a77a85/

Education:- Bachelor’s Degree in Science

KEY SKILLS AND COMPETENCIES:

Professional:-

Can plan and prioritise own workload and the workload of others.

Highly skilled in analysing business requirements.

Experience within Customer service Operations & Business Development.

Adjusting communication style to fit the audience.

Thorough knowledge of campaign management, campaign analysis and customer profiling.

Experience in handling the demands of senior team members.

Customer focused with the ability to build and maintain effective relationships.

Proven track record in a similar role.

Personal:-

Always taking accountability for results.

Open to new ideas and ways of working.

Willing to be held accountable for the success or failure of and campaigns.

AREAS OF EXPERTISE:

Business Development

New Clients Acquisition

Overall Operations Management

Customer Service Operations Management

Leadership

Conflict Management

Business Negotiation

Organization

Decision-Making

People Management

Dependable

Reporting Skills

Deadline-Oriented

Budget Development

Critical Thinking and Problem Solving Skills

Planning and Organizing

Communication Skills

Persuasiveness

Influencing and Leading

Delegation

Negotiation

Adaptability

Stress Tolerance

Team Work

Team Management

Business Analysis

Business Strategy

Career History:-

Sr. Territory Manager (Business Development & Customer Service Operations):- 23rd Novermber’2017 – Till Date

Company Name: - Infocom Network Ltd

Location: - Kolkata

Responsible for leading customer communications across various platforms and regions

Key Deliverable:

Monitoring relationships with existing customers through CRM systems.

Capturing and interpreting both structured and unstructured customer data.

Developing a CRM Strategy for the business

Sharing insights and results with the rest of the CRM team.

Owning the relationship with Salesforce.com.

Design and implement a strategic business plan that expands company’s customer base and ensure its strong presence

Present sales, revenue and expenses reports and realistic forecasts to the management team.

Identifying what content drives the best engagement and response amongst different target audiences.

Notify the sales team of new sales and cross-selling opportunities

Providing clarity to staff on businesses goals.

Managing the business side of the company’s customer related operations.

Collaborating with the wider marketing team to maintain brand messaging and campaigns.

Orchestrating the digital delivery of CRM and customer campaigns.

Acting on post implementation reviews of CRM campaigns.

Maintaining excellent standards of service and client communication at all times.

Career History:-

Process Manager (Business Development & Corporate Customer Service Operations) 02nd September’2013 –20th November’2017

Company Name: - Pecon Software Ltd

Location: - Kolkata

Key Deliverable:

Main KRA is Client Handling & Client interaction regarding day to day operation of corporate customer service.

To provide End to End resolution to the customer within the given TAT by routing the case to concerned departments.

Designed and implemented various courses and programs (Process – Based) for newly hired associates for meeting Process’s need for high quality professionals, which contributed to the reduction in failures (in the floor matrix) caused by the new hires.

Evaluation of operational practices and procedures and managing 200 /250 employees’ day to day operation.

Provide direction to staff, ensure resolution of problem sets priorities and provide expertise and leadership in assigned functional area and manage all client interaction and client communication.

Panning for contingencies with respect to people, workflow and operations processes. Monitor implementation of processes and establish workloads and provide support in decision – making.

Meet quality norms of his unit. Motivate his / her team to achieve maximum productivity.

Attrition management-Associate and team. Arranging for back fills on a timely basis. Extensively dealing with total collection figure and facts and responsible for the fulfilling the target of collection of entire area.

Organization: - Joined Aditya Birla Minacs Worldwide Ltd on 24th August 2009 as a Process Leader in IDEA Process & promoted later on as Assistant Manager Operations. To standardize IDEA Inbound & Outbound process where again proved successful leader and met various matrix at different times. To standardize IDEA where again proved successful leader, met various matrix at different times. Aditya Birla Minacs is one of the leading providers of Business Process Outsourcing services to Fortune 500 companies in the areas of Transaction processing and Customer Care Services. Also acting as TL Controller in Videocon D2H Outbound Process for Transitioning as per corporate standard & helps the organization to generate revenue and to deliver as per Client Requirements. Experienced in generating real time & Historical Reports as per company guide line & is responsible to share with clients on a daily basis as per given timeline. Helped the organization to set up proper WFM Team including MIS Team / RTA Team to track the performance on real time & historical Basis .Also to deliver the reports as per client requirements.

Key Deliverable:

Designed and implemented various courses and programs (Process – Based) for newly hired associates for meeting Process’s need for high quality professionals, which contributed to the reduction in failures (in the floor matrix) caused by the new hires.

Evaluation of operational practices and procedures and managing 200 /250 employees’ day to day operation.

Provide direction to staff, ensure resolution of problem sets priorities and provide expertise and leadership in assigned functional area and manage all client interaction and client communication.

Panning for contingencies with respect to people, workflow and operations processes. Monitor implementation of processes and establish workloads and provide support in decision – making.

Meet quality norms of his unit. Motivate his / her team to achieve maximum productivity.

Achievement

Transitioned various processes

Being part of the Transitioning Team collected the functional, operational requirements from the client and was successful in implementing the same.

Got the best “Team Leader award for three consecutive quarters”.

Got the “Extra Miler TL Award for two consecutive quarters”.

Organization: - First Source Solutions Limited (Previously known as ICICI One Source Ltd) on 27th April’07. Got 1st promotion within eight months of production as a Team Leader reporting to Ops Manager.

Achievement

Got first promotion as Team Leader within 8 months of joining First Source Solutions Ltd.

Awarded exceptional Performance Award by GM of the company for controlling shrinkage and attrition of the process.

Got the best Team Leader award within Eastern India for delivering exceptional C-SAT Score.

Organization: - Kankei Relationship Private Ltd, India’s well renowned BPO, Provides end to end solution across spectrum of industries. Joined as CCE at Kolkata and worked for the 1st process Hutch owned by Kankei, where awarded by the CEO of the company for giving excellent performance in the required time.

Training:

Yellow Belt Training

Star TL Certification.

TTT (Train the Trainer),TTQ(Train the Quality),7QC (Seven Quality control Tools) Certified

References- Can be provided as and when desired.

Date:- Signature

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