Aniruddha Ghosh
Customer Serrvice Executive/ BSM
Kolkata
Summary
Detail-oriented Customer Service Manager with over 10 years of experience driving customer loyalty and satisfaction through attentive service. Skilled in managing customer service operations, developing innovative strategies, and utilizing customer feedback. Successful Executive with a proven track record of delivering mission-critical results, excellent communication skills, and cross-cultural team management. Possesses an entrepreneurial attitude focused on maximizing profitability, serving as an ambitious team leader who forges strategic alliances with organizational leaders to support key business initiatives.
Overview
19
19
years of professional experience
2016
2016
years of post-secondary education
1
1
Language
Work History
Customer Case Executive/ BSM
A. O. SMITH CORPORATION
11.2024 - Current
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Maintain the revenue growth year over year.
- Implemented business strategies, increased revenue, and effectively targeted new markets.
- Drove significant growth in annual revenue by identifying and penetrating new market segments.
CUSTOMER CARE EXCICUTIVE
HINDUSTAN UNILEVER LTD
05.2021 - 10.2024
- Providing Customer Support: Offering assistance to customers with product information, order tracking, account management, and technical support. Resolving customer issues promptly and efficiently to ensure satisfaction.
- Setting Standards and Policies: Establishing and enforcing customer service standards, policies, and procedures to maintain consistency, quality, and compliance with company guidelines, and industry regulations.
- Monitoring and Evaluation: Monitoring key performance indicators (KPIs), such as response times, resolution rates, customer satisfaction scores, and employee productivity. Analyzing data to identify trends, areas for improvement, and opportunities to enhance service quality.
- Customer Relationship Management: Building and maintaining relationships with key clients, stakeholders, and partners within the state. Acting as a point of contact for escalated issues, and resolving complex customer concerns.
- Problem Resolution and Escalation: Handling escalated customer issues that cannot be resolved at lower levels. Providing guidance and support to team members in resolving challenging situations while ensuring customer satisfaction and retention.
- Process Improvement: Continuously reviewing and refining customer service processes, workflows, and systems to optimize efficiency, effectiveness, and responsiveness. Implementing best practices and innovative solutions to enhance the customer experience.
- Cross-functional Collaboration: Collaborating with other departments such as sales, marketing, operations, and logistics to ensure alignment and coordination in delivering seamless customer service across all touchpoints.
- Training and Development: Providing ongoing training, coaching, and professional development opportunities for team members to enhance their skills, knowledge, and performance. Keeping abreast of industry trends and best practices in customer service management.
- Risk Management and Compliance: Identifying potential risks, vulnerabilities, and compliance issues related to customer service operations. Implementing measures to mitigate risks and ensure adherence to regulatory requirements and company policies.
- Customer Feedback and Satisfaction: Soliciting feedback from customers through surveys, feedback forms, and other channels. Using customer insights to drive continuous improvement initiatives and enhance overall satisfaction levels.
- Customer Advocacy: Serving as an advocate for customers within the organization, championing their needs, concerns, and feedback. Acting as a catalyst for customer-centric culture and driving initiatives to enhance customer loyalty and retention.
CUSTOMER CARE OFFICIER
HINDUSTAN UNILEVER LTD
03.2016 - 05.2022
- Responding to customer inquiries: Addressing customer inquiries, requests, and complaints through various channels, such as phone calls, emails, chat, and social media platforms.
- Providing Customer Support: Offering assistance to customers with product information, order tracking, account management, and technical support. Resolving customer issues promptly and efficiently to ensure satisfaction.
- Maintaining the revenue growth year over year.
- Monitoring Customer Satisfaction: Conducting customer satisfaction surveys, collecting feedback, and analyzing data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Collaborating with other departments: Coordinating with sales, marketing, operations, and other departments to address customer issues, escalate complex cases, and improve processes for better customer service delivery.
- Implementing Customer Service Policies: Adhering to company policies and procedures related to customer service, privacy, security, and compliance with regulatory requirements.
- Upselling and cross-selling: Identifying opportunities to upsell or cross-sell products and services to customers based on their needs, preferences, and purchase history.
- Training and Development: Participating in training sessions and workshops to enhance customer service skills, product knowledge, communication techniques, and conflict resolution strategies.
- Maintaining Professionalism and Etiquette: Demonstrating professionalism, patience, and courtesy in all customer interactions. Upholding the company's brand image and reputation through positive communication and behavior.
- Meeting Performance Targets: Meeting or exceeding key performance indicators (KPIs), such as average response time, customer satisfaction scores, first-call resolution rate, and sales targets.
- Adapting to Change: Being flexible and adaptable in a dynamic work environment, including changes in technology, processes, products, or organizational structure.
- Continuous Improvement: Proactively seeking opportunities to improve processes, systems, and workflows to enhance efficiency, productivity, and overall customer satisfaction.
ZONAL SERVICE OFFICER
HINDUSTAN UNILEVER LTD
04.2014 - 03.2016
- Successfully inspected and approved products for mass production at [Company Name] for 3 years.
- Conducted detailed quality control inspections and tests to ensure product compliance with customer requirements.
- Performed regular checks and inspections to detect product defects and malfunctions.
Customer Service Supervisor
HINDUSTAN UNILEVER LTD
04.2007 - 03.2014
- Managed a customer service team of 50+ technicians, providing training and performance reviews.
- Implemented successful customer service strategies to increase customer satisfaction scores.
- Developed and managed customer service staff to handle escalated customer complaints and inquiries.
- Established customer service metrics and KPIs to measure service performance and customer satisfaction.
- Developed and maintained strong customer relationships while delivering exemplary customer service.
Education
MBA -
IIBM Institute of Business Management
B.com - PASS
04.2004 - 04.2007
Diploma in Electrical Engineering
IMTS
07.2025 - Current
Skills
Computers
Customer Care
Positive Attitude
Teamwork
Leadership
Work ethic
Communication
Time management
Problem-solving
Attention to detail
Personal Information
- Date of Birth: 03/21/85
- Nationality: Indian
Timeline
Diploma in Electrical Engineering
IMTS
07.2025 - Current
Customer Case Executive/ BSM
A. O. SMITH CORPORATION
11.2024 - Current
CUSTOMER CARE EXCICUTIVE
HINDUSTAN UNILEVER LTD
05.2021 - 10.2024
CUSTOMER CARE OFFICIER
HINDUSTAN UNILEVER LTD
03.2016 - 05.2022
ZONAL SERVICE OFFICER
HINDUSTAN UNILEVER LTD
04.2014 - 03.2016
Customer Service Supervisor
HINDUSTAN UNILEVER LTD
04.2007 - 03.2014
B.com - PASS
04.2004 - 04.2007
MBA -
IIBM Institute of Business Management