CHANDAN DASGUPTA

• Managed customer service operations in Indian Railways, Telecommunication, Renewable Energy, and Home UPS sectors at Exide Industries Ltd. a pioneer in the battery manufacturing industry, ensuring prompt customer call attendance, installation & commissioning, repairs, and after-hours support.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Orchestrated the delivery of tailored services and solutions, consistently achieving high customer satisfaction by addressing client issues promptly.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Demonstrated outstanding problem-solving skills under stringent deadlines and maintained proactive customer communication to arrest escalations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Directed comprehensive maintenance services, including preventive, corrective, emergency, and paid services, while initiating system startups and conducting extensive training to users, customers, and dealers.
• Pioneered the development and enforcement of policies, procedures, and process improvements to boost customer satisfaction and retention.
• Exhibited exceptional customer service experiences, set transparent expectations and fostered a deep understanding of customer needs in a competitive landscape.
• Built and developed a robust service team, training new members and managing a team of 40 service engineers to deliver top-tier service.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects & tasks.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Mentored team members to enhance professional development and accountability in workplace.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Managed a monthly average of 1200 customer calls, achieving an average of 88% turnaround time within 72 hours
• Generated daily, weekly, and monthly service and MIS reports to analyze & boost operational efficiency
• Conducted in-depth warranty analysis, identified areas for improvement, and enhanced performance metrics through the implementation of operational process excellence.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Earned multiple quarterly championship awards in recognition of exceptional service delivery and team leadership.

• Managed service support for the Indian banking sector as a Field Service Engineer specializing in currency automation machines.
• Led installation & commissioning, upgrades and maintenance of currency automation & processing systems across Reserve Bank of India, private and government banking industry.
• Diagnosed and rectified complex electrical and mechanical faults in all currency automation equipments, ensuring swift resolution of issues.
• Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
• Provided remote support for clients experiencing technical difficulties, resolving problems quickly and efficiently without the need for on-site visits.
• Implemented process improvements that optimized repair times, leading to reduced costs and increased customer satisfaction.
• Delivered exceptional customer service by promptly attending to service calls, providing expert technical support, and training to the customers.
• Performed onsite installation, modification and maintenance of systems and equipment.
• Conducted rigorous testing and validation of equipment, ensuring adherence to Factory Acceptance Tests (FAT) and Site Acceptance Tests (SAT).
• Performed precise repairs and calibrations on systems, and proactively addressed equipment enhancements and upgrades.
• Recommended design changes, upgrades and replacements to improve systems performance.
• Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
• Effectively prioritized competing demands from multiple clients while maintaining high standards of quality in all completed work assignments.
• Streamlined workflow processes, reducing downtime and increasing overall productivity in the field.
• Managed and resolved 15-20 service issues per week, demonstrating strong problem-solving acumen.
• Mobilized resource planning and manpower management to maintain high-quality service delivery to the clients.
• Managed inventory effectively, ensuring timely procurement of parts to avoid delays in servicing critical machinery.
• Trained personnel to align objectives, strengthen competencies and standardize operations.
• Consulted with clients on best practices for equipment use, contributing to improved longevity and operational efficiency.
• Developed customized preventive maintenance plans tailored to individual client needs, extending equipment life and minimizing disruptions.
• Recognized & appreciated for outstanding service delivery with prestigious Service Excellence Award

• Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
• Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
• Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
• Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
• Played an instrumental role in retaining key accounts by ensuring prompt resolution of escalated issues and maintaining strong communication throughout the process.
• Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
• Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
• Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
• Collaborated with cross-functional teams to improve product quality and reduce customer complaints.
• Spearheaded initiatives aimed at improving first-call resolution rates, positively impacting overall customer satisfaction scores.
• Trained customers to use and maintain equipment to reduce service issues.

• Completed a distance MBA program with a specialization in General Management
• Developed strategic leadership and decision-making skills during program
• Applied theoretical knowledge to real-world business situations
• Enhanced understanding of organizational behavior and operations management through comprehensive curriculum

Earned a Bachelor of Engineering degree in Electrical Engineering