Ashok Talukdar
Bangalore
Summary
Over 9 years of dedicated experience in Operations, specializing in Customer Support, Quality Compliance, Service Excellence, and Team Management. Proven track record Implemented improvement strategies, achieving performance goals. Certified 6 Sigma Green Belt. Expertise in diverse industries, including Banking, e-commerce, insurance, and Telecom. Known for optimizing operational efficiency, ensuring quality compliance, and leading high- performing teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager (Operations)
Concentrix Daksh Services India Pvt. Ltd.
2014.09 - 2023.12
- Orchestrated a team of 50 associates with 4 TLs reporting
- Implemented attrition control mechanisms with strong EWS governance
- Demonstrated leadership by maintaining outstanding KPIs: 98% SLA adherence, 95% CSAT, 92% ESAT, 98% portfolio resolution, achieving a 20% increase in sales targets, and maintaining a 95% quality score
- Surpassed sales and upselling goals consistently, exceeding targets
- Analyzed and assessed interactions within a blended program
- Conducted performance appraisals, delivering feedback and providing coaching to enhance team performance
- And handled escalation
- Achieved a 15% increase in upselling and cross-selling products or services
- Actively participated in 50+ client calls monthly, addressing diverse client needs and delivering impactful team coaching sessions
- Oversaw personnel metrics, ensuring a 90% goal achievement and addressing customer escalations with a 95% success rate
- Assessed calls and cases within a blended program, orchestrating 20+ call calibrations, disseminating updates, and identifying training needs
- Actively engaged in 50+ instances of call listening, case evaluation, team briefings, and participated in 15+ call calibrations
- Achieved process productivity requirements, communicating quality reports to clients regularly
- Collaborated in 10+ task forces with Operations and Client to optimize overall performance.
Education
3 Yrs in Hotel Management Catering And Applied Nutrition - Hotel Management
DSMS
Durgapur, West Bengal 10+2
DHSK Commerce Collage
Dibrugarh,Assam 10
Don Bosco School
Dibrugarh,Assam Skills
- Time management
- Team Leadership
- Team Management
- MS Excel
- PPT
- Adaptability and Flexibility
- Communication
- Strategic Thinking
Professional recognition
- Q3 PeopleSoft Manager Award: Recognized for implementing innovative solutions that significantly improved the efficiency of PeopleSoft operations during Q3.
- Recognized for Exceptional Dedication: Received client commendation for consistently surpassing service expectations.
- Best Employee (QA): Acknowledged as the Best Employee in Quality Assurance for maintaining the highest standards of quality and performance throughout the year.
Educationcertificate
- Completed 3 Years Hotel Management Catering & Applied Nutrition
- Completed 10+2 from DHSK Commerce College
- Completed S.S.C from Don Bosco School, Dibrugarh.
- Six sigma green belt certified.
Languages
- English
- Hindi
- Bengali
- Assamese
Certification
- Six sigma green belt certified
Timeline
Assistant Manager (Operations)
Concentrix Daksh Services India Pvt. Ltd.
2014.09 - 2023.12
3 Yrs in Hotel Management Catering And Applied Nutrition - Hotel Management
DSMS
10+2
DHSK Commerce Collage
10
Don Bosco School
- Six sigma green belt certified
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