Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Arijit Basu

Arijit Basu

Pune

Summary

Accomplished Assistant Manager with proven leadership at EXL Services, adept in stakeholder management and driving change. Expert in project management and employee retention, consistently exceeding targets. Skilled in effective communication and decision-making, ensuring delivery on key SLA metrics. Proficient in analyzing data to implement process improvements, enhancing team performance by 20%.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Assistant Manager, Operations, Motor Claims Voice

EXL Service.Com (I) Pvt. Ltd.
Pune
10.2016 - Current
  • Managed team of 14 FTE for Voice Motor Claims to achieve performance goals.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Set objectives, conducted checkpoints, and evaluated team performance.
  • Ensured delivery against key SLA metrics to maintain service standards.
  • Engaged with clients to communicate performance results and gather feedback.
  • Analyzed data to identify process gaps and implemented effective solutions.
  • Drove change management initiatives to enhance team efficiency and processes.
  • Coordinated with operations and support functions to implement training and quality assurance solutions.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Resolved conflicts between team members in an effective manner.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Ensured compliance with safety regulations and company policies.
  • Maintained up-to-date knowledge of company products and services.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Implemented quality control measures to uphold company standards.
  • Analyzed business performance data and forecasted business results for upper management.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

CRA

Tech Mahindra (3 Global services)
Pune
07.2012 - 06.2016
  • Handled inbound calls from UK customers to retain mobile contracts.
  • Conducted outbound calls to sell new mobile contracts to UK customers.
  • Executed inbound and outbound calls to sell and upgrade SIM-only contracts.
  • Collaborated on retention, sales, home signal, insurance, and SIM-only campaigns.
  • Managed time effectively, ensuring completion of tasks within deadlines.
  • Received recognition from management for exceptional customer service.
  • Worked collaboratively with diverse coworkers to achieve objectives and resolve product-related issues.

Team Member (collections Outbound)

GRS (FIS)
Mumbai
08.2007 - 12.2008
  • Executed outbound calls to US customers, facilitating payments for checking accounts.
  • Established payment promise dates and monitored compliance with follow-ups.
  • Resolved customer issues promptly while maintaining professionalism.
  • Maintained cleanliness and organization of work area throughout shifts.
  • Responded to inquiries regarding products and services via phone calls.
  • Delivered customer service support to enhance overall satisfaction.
  • Cultivated strong relationships with peers and upper management through effective communication.
  • Developed positive customer rapport through friendly greetings and exceptional service.

Education

BA -

Shobhit University
Meerut
01-2015

HS -

WBCHSE
01-1997

ICSE -

St Marys Orphanage & Day School
01-1995

Skills

  • Adaptability to learn new technologies
  • Strong Troubleshooting and problem-solving abilities
  • Capability to achieve targets
  • Project management, Employee retention
  • Effective communication
  • Time management
  • Goal setting and achievement
  • Continuous development
  • Leadership qualities
  • Task prioritization
  • Decision-making capacity
  • Stakeholder management
  • Team building
  • Customer service
  • Product knowledge

Certification

Lean six sigma (Yellow Belt)

Timeline

Assistant Manager, Operations, Motor Claims Voice

EXL Service.Com (I) Pvt. Ltd.
10.2016 - Current

CRA

Tech Mahindra (3 Global services)
07.2012 - 06.2016

Team Member (collections Outbound)

GRS (FIS)
08.2007 - 12.2008

BA -

Shobhit University

HS -

WBCHSE

ICSE -

St Marys Orphanage & Day School

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Arijit Basu