Abhishek Ghosh

• Managing the Multiple team with headcount of (50 Agents) 3 Deputy Mangers
• L1/L2, Social Media, Risk & Chargeback, Campaigns and Transactional Monitoring
• Oversee the entire operations (Restructuring the operations)
• Managing Support Metrics including - ART, FCR, Repeat %
• Quality Scores, CSAT
• Risk and Chargeback
• Process Enhancement Projects (Error Reduction, Category level CSAT improvement)
• Responsible for CSAT and reopen rate for various customer queries by means of driving projects via analysing the data available
• RBI reporting
• Working with the automation team to enhance the chat BOT experience
• Participating in the MBR (Monthly Business Reviews)
• Interviews for new hires

Managing a team of 45 members and 3 SMEs, I managed the customer escalation desk.

Managing support metrics, including AHT,

Quality Scores, CSAT,

Process Enhancement Projects (Error Reduction, Category-Level CSAT Improvement)

Responsible for CSAT and reopen rates for various customer queries by means of driving projects through analyzing the available data.

Interviews for new candidates.

Participating in the WBRs, MBRs (Monthly Business Reviews).

Reviewing Campaigns and Offers.

Managing support metrics, including ART, FCR, and repeat percentage.

Internal Ombudsman.

• Handled the social media escalation on Facebook and twitter
• Escalations followed up till the closure
• Escalation L2 Team
• Following up on the escalation cases with the L2 team for closure
• Updating the cx about the progress on the tickets that’s been raised with an ET

• Launched the new product into the market
• Was responsible for appointment for distributor and stockiest for the entire region
• Was responsible for the creating awareness and in turn generating revenues for the region
• To meet with doctors and chemists and stockists Worked in South Kolkata for Derma division
• To generate prescription
• Launching new products
• Implement the company strategy in proper way to enhance business
• To make sure the availability of company products at retail level

• To meet with doctors and chemists and stockists Worked in South Kolkata for Derma division
• To generate prescription
• Launching new products
• Implement the company strategy in proper way to enhance business
• To make sure the availability of company products at retail level

• Convinces the Doctor to prescribe the product with convincing product knowledge
• Implementing companies strategies in the area
• Promotional strategies in 24Pgs(South) in Kakdwip market

• Arranging appointments with doctors, pharmacists and hospital medical teams, which may include pre-arranged appointment or regular cold calling
• Planning work schedules and weekly and monthly timetables
• Monitoring competitor activity and competitor's products Worked in South Kolkata