SANDIP KUMAR NATH

Work History

BT eServ India Pvt Ltd, Kolkata, India

Kolkata

07.2022 - Current

Demonstrated high level of initiative and creativity while tackling difficult tasks.
Worked with management to develop strategic and tactical plans to meet different requirements.
Prepared and maintained reports, dashboards and monthly data.
Gained strong leadership skills by managing projects from start to finish.
Proved successful working within tight deadlines and fast-paced environment.
Participated in team projects, demonstrating ability to work collaboratively and effectively.
Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
Implemented training programs to maximize team member development and potential.
Coordinated team collaboration to share ideas and build best practices.
Managed real-time inbound chat traffic across multiple contact center locations.

BT eServ India Pvt Ltd

Kolkata

04.2021 - 07.2022

Ensured overall metrics, Service Level, ASA, Abandon%, Occupancy & other metrics are met
Tracked Daily agent productivity & Targets so that the process runs smoothly
Worked with management to develop strategic and tactical plans to meet different requirements
Managed real-time inbound chat traffic across multiple contact center locations
Set and adjusted to schedules to maintain optimal coverage and service levels
Managed overtime, shift swaps and breaks requests
Stakeholder Management
Incident Management
Managed Real Time queues to meet daily delivery
Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Set and adjusted to schedules to maintain optimal coverage and service levels.
Managed overtime, shift swaps, breaks and PTO requests.

BT eServ India Pvt Ltd

Kolkata

06.2019 - 04.2021

Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
Provided quotes to customers for purchase of products
Managed customer relations and customer service through daily communication and interaction
Maximized customer interactions by promptly identifying needs and wants
Mentored and coached other team members to meet daily goals
Increased customer satisfaction significantly within department
Boosted customer experiences by delivering superior customer service and issue resolution
Maintained total productivity of 100% through out month.

ZINK INFOTECH PVT LTD

Kolkata

10.2015 - 05.2019

Established personalized approach to customer relations
Provided Debt Settlement plans to clients
Handled unresolved customer grievances
Worked with different Banks to provide Debt settlement options of up to 60% for clients
Analyzed debt management scenarios of clients and guided them in correct path to become debt free
Interacted with different banks of USA for collection letters and debt settlement offers
Increased customer satisfaction significantly within department
Mentored and coached other team members to meet daily sales goals
Created and built custom project plans and deliverables for customers to satisfy quality, time and budget.
Identified customer needs and wants to enhance customer experiences and boost sales.
Utilized customer feedback to improve product offerings.
Developed and implemented strategies to increase customer satisfaction and engagement.
Analyzed customer data to identify trends and anticipate customer needs.
Maintained relationships with customers to maximize sales opportunities.