Bhabani Prasad Pattnaik
Assistant Manager
Bengaluru
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Assistant Manager
Infosys
09.2022 - Current
- Submitting monthly invoice to the client
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Created employee schedules to align coverage with forecasted demands.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels
- Boosted employee morale by recognizing outstanding performance and celebrating team's accomplishments.
- Streamlined the process for increased efficiency, implementing new processes and procedures.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Team Lead
Infosys BPM
08.2019 - 09.2022
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Completed a project on the team’s NPS Improvement and implemented process improvements that led to reduced turnaround times for customers' queries without compromising quality.
- Increased customer satisfaction by ensuring timely completion of cases and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Held weekly team meetings to inform team members on company news and updates.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Developed effective performance improvement plans in alignment with goals and specifications.
- Evaluated team performance and provided coaching to address inefficiencies.
Process Specialist
Infosys
02.2016 - 08.2019
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality services, enhancing usage and introducing new features.
- Enhanced team performance by providing real-time support, expert guidance on critical products and strategic initiatives.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement
Senior Process Executive
Infosys
09.2013 - 02.2016
- Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
- Provided strategic and operational recommendations for improvement across project.
- Investigated basic issues and escalated more complicated concerns.
- Resolved customer's issues on calls and via messages and completed interactions quickly to meet productivity goals.
- Prepared accurate documents for customer and business needs.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Process Executive
Wipro BPO
09.2011 - 06.2013
- Resolved customers' issues on calls and completed interactions quickly to meet productivity goals.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Care Executive
IBM
05.2009 - 06.2010
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Resolved concerns with products or services to help with retention and drive sales.
- Took ownership of customers issues to follow problems through to resolution.
Education
MBA -
Sikkim Manipal University
04.2001 -
Bachelor of Arts -
Sambalpur University
04.2001 -
Skills
Customer Service
Team Leadership
Problem-solving abilities
Decision-Making
Operations Management
Employee Performance Evaluations
Employee Scheduling
Team motivation
Recruiting and interviewing
Workload Management
Compliance understanding
Performance reviewing
Languages
English
Oriya
Hindi
Bengali
Certification
CTM - Certified Transaction Monitoring
Interests
An enhanced sense of identity and self-awareness
Boosting overall well-being
Skill development
Learning new cooking methods
Timeline
Assistant Manager
Infosys
09.2022 - Current
Team Lead
Infosys BPM
08.2019 - 09.2022
Yellow Belt Certified
06-2018
CTM - Certified Transaction Monitoring
03-2016
Process Specialist
Infosys
02.2016 - 08.2019
Senior Process Executive
Infosys
09.2013 - 02.2016
Process Executive
Wipro BPO
09.2011 - 06.2013
Customer Care Executive
IBM
05.2009 - 06.2010
MBA -
Sikkim Manipal University
04.2001 -
Bachelor of Arts -
Sambalpur University
04.2001 -