Cooking
ADRITA CHATTERJEE
Assistant Manager - Operations
94/H/2 Swami Vivekananda Sarani, Barasat, Kolkata
Summary
To pursue a challenging career and be a part of progressive organization that gives a scope to enhance my knowledge and utilizing my skills towards the growth of the organization. Competent at social oral and written communication Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams. Resourceful at maintaining business relationship with clients and customers to achieve quality product and service norms by resolving their service related critical issues and maintaining KPI targets at client level.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Assistant Manager - Operations
KocharTech Pvt Ltd
Kolkata
02.2022 - Current
- Managing chat support process for Swiggy Stores.
- Supervised operations team to support operational excellence and excellent customer service.
- Part of transition of Swiggy Process of 150+ headcount, end to end responsible for planning and execution to meet client requirement.
- Taking care of RnP & helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Generating desk & other operational reports for management on monthly client's schedule of MBR & QBR.
- Educated operations team on best practices, company policies and service excellence standards.
- Conducting weekly reviews of reporting supervisors.
- End to End responsible & accountable for everything in process which includes KPI's, profitability, Employee Retention , Client handling & as well as E sat.
Team Leader - Operations
KocharTech Pvt Ltd
Kolkata
06.2021 - 01.2022
- Managing chat support platform for Swiggy Stores.
- Mentored and guided executive team during business development decision-making to optimize profitability, marketing strategy and communications planning.
- Tracked performance key metrics and operational KPI.
- Generating reports & sharing with client on daily basis. I was engaged to head for Instamart Campaign for Swiggy & took part on MBR, QBR & daily client review calls.
- Forecasted customer satisfaction trends based on previous data to maximize customer satisfaction impacting CSAT.
Team Leader - Operations
Teleperformance
Kolkata
09.2019 - 06.2021
- Managing for Voice & Non voice Channel of TataSky & SBI.
- Managing & ensuring delivery with process like TataSky , SBI.
- Mentored and guided executive team during business development decision-making to optimize profitability.
- Tracked key metrics like EQ, IQ, ACHT, NPS, Box Sale.
- Tracking of operational metrics like Attrition, Shrinkage, & client based targets on realtime.
- *Achieved various cash prizes for Inter team performance on monthly targets.
Tem Leader - Operations
Aegis Customer Support Services Private Limited
Kolkata
12.2018 - 09.2019
- Managing chat support platform for Swiggy Food.
- Collaborated with team members to achieve target results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintaining daily audits bases on BQ & quality parameters.
- Maintaining team performance targets like NPS, EQ, IQ, FRT, AHT, Attrition, Shrinkage.
- * Achieve RNR for Best Team Leader for consecutive 4 months (January to April'19).
Customer Service Associate
Aegis Customer Support Services Private Limited (Startek)
Kolkata
08.2018 - 12.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times & enhance positive goals towards targets.
- Responded to customer calls and chats to answer questions about products and services.
Education
B.Tech - Computer Science
Bengal Institute Of Technology
Kolkata 06.2014 - 06.2018
High School Diploma -
Auxilium Convent School
Kolkata 04.2012 - 04.2014
Skills
Microsoft Officeundefined
Interests
Gardening
Photography
Timeline
Assistant Manager - Operations
KocharTech Pvt Ltd
02.2022 - Current
Team Leader - Operations
KocharTech Pvt Ltd
06.2021 - 01.2022
Team Leader - Operations
Teleperformance
09.2019 - 06.2021
Tem Leader - Operations
Aegis Customer Support Services Private Limited
12.2018 - 09.2019
Customer Service Associate
Aegis Customer Support Services Private Limited (Startek)
08.2018 - 12.2018
B.Tech - Computer Science
Bengal Institute Of Technology
06.2014 - 06.2018
High School Diploma -
Auxilium Convent School
04.2012 - 04.2014
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