Arkam Banerji
Kondapur
Summary
To work for a renowned and reputed company where I can unleash my potential, ameliorate my skills and carve a niche to self in course of my professional responsibility and challenging work. To work in a great team, sharing the spirit and knowledge of the team, motivating the team at times and drawing inspiration from its other times. To contribute to the advancement of an organization having a well laid vision for its growth and for its employee base.
Overview
9
9
years of professional experience
Work History
Process Developer 3 - VIP Account Manager
Gridlogic
10.2021 - Current
- I am responsible for providing personalized service and support to high-value clients, ensuring their satisfaction, retention, and continued business
- Duties typically include building strong relationships, understanding clients' needs, resolving issues, facilitating transactions, and identifying opportunities for upselling or cross-selling
- I often act as a liaison between clients and various departments within the company to ensure seamless communication and delivery of services
- Additionally, I analyze client data to provide insights and recommendations for enhancing the client experience and maximizing revenue.
Senior Associate
IVY Comptech
01.2019 - 09.2021
- Managed a team of 08 people from CS Department
- Supporting Gaming Products - Poker, Sport Bets & Casino Games
- Responsible for core process improvements and people management
- To achieve productivity and quality standards as per established guidelines
- Adhere to standard operating practices and follow compliance guidelines
- Ensure accurate documentation and confidentiality of customer information
- Timely dissemination of information on any new Promotion/ Product to all the teams across locations
- Research into the functionality of the promotions/product and escalation of issue identified
- Responsible for identifying customer impacting issues, finding and implementing solutions
- Responsible for escalating issues on a need basis for technical and customer impacting issues.
Financial Associate
HSBC
02.2017 - 12.2018
- Provided financial guidance/repayment offers to UK customers who are overdue on payments through inbound and outbound calls
- Dealt with Bank accounts, Loans, Credit Cards and commercial products
- Dealt with accounts between 1 and 7 delinquency buckets and provided customer level solutions by assessing affordability/circumstances creating a win-win situation for the bank and the customer
- Resolved complex queries through operational insight and strong process knowledge
- Ensure day to day processes are run as per defined process notes and policies
- Maintain HSBC internal control standards, implement and observe Group Compliance
- Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.
Subject Matter Expert
Knoah Solutions Pvt Ltd
05.2015 - 02.2017
- Maintaining a team of 25 members for International Technical Support Team
- Provided Product Training to the New Hire Batches
- Maintaining the CSAT, AHT, FCR and other KPI's
- Working on MS Excel for pulling up the MIS reports and working on Samsung SAP
- Achieving the forecast provided by the client and maintaining the attrition and shrinkage.
Education
Bachelors of Commerce -
B.COM
01-2014
Higher Secondary -
Branch High School
01-2014
Skills
- Real Money Gaming
- Customer Service
- Communication
- Teamwork
- Team Leadership
- Product Management
- People Management
- Quality Management
Accomplishments
- Bravo Awards - Employee of the Month - Knoah Solutions Jun 2015 Won 3 Times Bravo Awards for Top Employee of the Month in Knoah Solutions Pvt Ltd.
- Top Employee of the Year - HSBC 2017 Been Nominated as the Top Employee of the Year 2017 for the department under "Making Difference" category in HSBC
- Best Employee Of The Year - Ivy Jan 2021 Won "Best Employee Of The Year" for the department of CS & Marketing in IVY Comptech
Licenses & certificates
- Six Sigma : Black Belt - LinkedIn
- Operation Management Foundations - LinkedIn
- Quality Management For Operational Excellence - LinkedIn
- Product Management : Building a Product Strategy - LinkedIn
- Improving Your Leadership Communications - LinkedIn
- Google Analytics - Google
- SAP BusinessObjects Business Intelligence - Udemy
- Customer Retention - LinkedIn
Timeline
Process Developer 3 - VIP Account Manager
Gridlogic
10.2021 - Current
Senior Associate
IVY Comptech
01.2019 - 09.2021
Financial Associate
HSBC
02.2017 - 12.2018
Subject Matter Expert
Knoah Solutions Pvt Ltd
05.2015 - 02.2017
Bachelors of Commerce -
B.COM
Higher Secondary -
Branch High School
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