Customer Service Manager

Ranjana Nag Chowdhury

************@*****.*** 204-***-****

* ********* ****, ********, *******, L6Y 4K9

LinkedIn Profile: https://www.linkedin.com/in/ranjana-nag-chowdhury-729218126

SUMMARY

Highly skilled Customer Service Manager with relevant background in leading and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in leading customer-centric insights & fostering customer experience culture, streamlining operations and fostering positive work environment thereby driving initiatives to enhance overall CX through data analysis, employee engagement & strategic leadership.

KEY ACCOMPLISHMENT

Led cost optimization projects through increased automation targeting reduction in volumes by 40%.

Part of national cross-functional project to improve CSAT score by 30%.

Achieved high customer retention efficacy by 35% by launching specialized & dedicated processes.

Achieved 100% training throughput & reengineered content leading to 20% training hours reduction.

KEY COMPETENCIES

Service Partner/Client relationship management

Negotiation skills

Data management & analysis

Cross-functional collaboration

Team leadership

Customer satisfaction measurement

SLA Compliance

DMAIC, LEAN

Project Management

Strong analytical skills

Process improvement/ Re-engineering

System proficiency- CRM,TMS, WMS, PeopleSoft, LMS, Genesis, BI, Great Plains, CXT, Navigator, SAP

Six sigma Green belt, WHMIS trained

MS Suite, Access, Excel, VLookup, Pivot, Solver

EDUCATIONAL & TRAINING

Post-Graduate- Supply Chain Management Humber Institute of Technology & Advanced Learning 2019

Bachelor of Commerce (Major in Accountancy) University of Calcutta 2004

EXPERIENCE

Service Manager- Customer Account Distribution

Maersk Caledon, Ontario June 2023

Developed and implemented new strategies to increase 20% quarterly sales for the customers.

Key WMS functionalities enabled to help detect duplicate/fraudulent orders.

Implemented an access-based counting cycle, improving inventory accuracy from under 90% to 99%.

Cross-functional collaboration for CRM implementation resulted in 25% enhanced data accuracy.

Introduced a quality assurance and productivity improvement program, which reduced error by 12%.

Analysed data to identify trends & opportunities leading to increase in revenue and customer satisfaction.

Ensuring 100% SLAs are met as per targets with key built in dashboard to measure process efficacy.

Developed and delivered MBR & QBR presentations to the clients’ senior management team.

Ensured 100% compliance in sharing weekly invoicing to the client and help resolving any issues.

Transportation Administration Supervisor- Billing Team Supervisor 3PL Logistics

National Logistics Services Mississauga, Ontario May 2019 – May 2023

Managed accounts payable and receivable processes for transportation ensuring accuracy and efficiency.

Implemented new billing technology solution resulting in the 30% increase in Ecommerce business.

Constructed, managed, trained and empowered 9 billing team reportees and 1 system analyst.

Streamlined processes by implementing automation tools resulting in a 25% reduction in processing time.

Ensuring 100% compliance on deadlines for Finance team to generate monthly reports and accruals.

With cross-functional collaboration, successfully identified and addressed critical issues from key customer accounts that helped in retaining 100% account retention.

Collaborated with the Finance & Technology teams on resolving long pending billing issues and outstanding receivables owing to 200k.

Standardized & documented all internal processes and SOPs for the billing team, achieving a 100% compliance rate during quarterly audits & enhancing operational efficiency across five key departments.

Customer Service Manager Retail

Walmart Canada Mississauga, Ontario Nov 2016 – Nov 2018

Demonstrated success in leading the frontend team to consistently increase customer satisfaction goals.

Developed and implemented initiatives that improved customer satisfaction scores of the store by 15%.

Handling customer and associate concerns thereby providing suitable resolution/guidance.

Monitoring and coordinating frontend coverage/breaks & providing assistance to outlying registers.

Worked closely with the store managers to help report and resolve pricing, frontend issues.

Ensured safe work processes, emergency procedures and participated in annual cycle- counts.

Actively responded to emergency alerts with proven ability to prioritize, respond and resolve issues.

Deputy Manager- Customer Experience

Vodafone India Ltd. Corporate Enterprise Business India July 2004 – August 2016

Part of national team to coordinate,interact & manage customer service for callcentre & back office BPOs responsible for ops, training & quality.

Ensuring any issues are resolved thereby achieving a score of >98% SLA daily and monthly.

Actively involved in system implementation UAT with CRM Oracle teams for new JAVA CRM launch.

Analyzed market trends, competition, from Oracle reporting & reporting using pivot, v-look up, etc.

Spearheaded projects to help ensure improved CSAT/NPS above 95% & Lower Churn Volume by 35%.

Collaborated with technology team for report automation and customer empowerment impacting call reduction to callcentre by 30%.

Led cross-functional projects identifying gaps thereby implementing process improvement initiatives.

Initiated various engagement and motivational programme rollouts for internal and vendor associates.

INTERESTS & LANGUAGES KNOWN

HOBBIES: Travelling, swimming, cooking.

Languages Known- English, Bengali, Hindi.

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