Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Disclaimer
Timeline
Generic

Chandan Tanti

Dibrugarh

Summary

  • As a skilled Team Leader with experience at Concentrix, I’m passionate about guiding and motivating my team to achieve their goals and overcome challenges. I excel in creating a positive work environment, improving team performance, and managing complex tasks. I’m seeking a new opportunity where I can leverage my leadership skills to foster a creative and high-achieving atmosphere.
  • Visionary operations strategist boasting over 9 years of illustrious experience in the dynamic BPO, specializing in the intricate realm of International gamng processes alongside wielding expertise in the labyrinth of IT support.
  • Possessing a skilled mastery in the fine art of team leadership, shrinkage mitigation, inventory governance, and attrition abatement, epitomizing the quintessence of operational expertise, perpetually surpassing performance benchmarks with unparalleled finesse.
  • Committed to the ethos of excellence, perpetually raising the bar of process quality, transmuting customer interactions into a symphony of satisfaction, fostering a melodic tapestry of team engagement, all in harmonious pursuit of organizational zeniths.

Overview

13
13
years of professional experience

Work History

Assistant Manager

Concentrix Daksh India PVT LTD
2018.04 - 2024.08
  • Currently spearheading a team of 35+ resources, including 03 Subject Matter Experts (SMEs), ensuring optimal performance and productivity levels within the operational domain.
  • Proactively monitoring and maintaining process Standard Operating Procedures (SOP) and Key Performance Indicators (KPIs) such as Attrition control, Shrinkage, Productivity, Customer Satisfaction (C-Sat), and Login Hours, ensuring adherence to established benchmarks.
  • Facilitating weekly meetings with team members and SMEs to assess achievements and collectively strategize to address areas of improvement, fostering a culture of continuous enhancement and growth.
  • Collaborating cross-functionally to manage escalations, liaising with clients and relevant departments (Support Staff/Quality/Training) to quickly address issues and ensure seamless operations.
  • Employing a data-driven approach to drive performance improvements, analyzing metrics, and conducting Root Cause Analysis (RCA) to identify and rectify underlying issues, thereby enhancing overall quality and efficiency.
  • Taking charge of onboarding and training new associates, devising comprehensive training plans, and conducting refresher sessions as needed, ensuring team members are equipped with the necessary skills and knowledge to excel in their roles.
  • Assuming responsibility for staffing scheduling, aligning staffing levels with heat map requirements to optimize resource allocation and meet operational demands effectively.

Sr. Customer Care Representative

Convergys India pvt. LTD
Gurgaon
2018.10 - 2018.10
  • Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction promptly.
  • Implemented upselling strategies to promote and offer value-added products, resulting in increased revenue and customer engagement.
  • Analyzed customer needs and recommended tailored solutions to enhance the overall customer experience.
  • Conducted follow-up calls and surveys to gather feedback and identify opportunities for improvement.
  • Managed high-value customer accounts, ensuring personalized service and building long-term relationships.
  • Trained and mentored junior customer care representatives to enhance team performance and service quality.
  • Utilized CRM tools to track interactions, monitor performance metrics, and generate reports for management review.

Promotion Manager

Poseidon/Athina Technology
2012.02 - 2014.10
  • Collaborated with international clients to develop promotional campaigns, resulting in increased lead generation and higher conversion rates.
  • Delivered real-time support to online gamers, managing payment processes, withdrawal transactions, and KYC verification to ensure security.
  • Addressed and resolved complaints from multiple online forums efficiently.
  • Coordinated with affiliate partners to finalize deals, verify traffic, and process payments.
  • Managed a team dedicated to enhancing website SEO to improve search engine rankings.
  • Analyzed campaign performance metrics to refine strategies and optimize results.
  • Developed and maintained detailed reports on client interactions, transaction histories, and campaign effectiveness.
  • Implemented best practices for user experience and security to improve customer satisfaction and retention.

Education

BA - Economics

DDR College, Dibrugarh University
Dibrugarh
2009-01

Higher Secondary -

Assam Vidyapith HS School
Chabua, Assam
2006-04

HSLC -

Dinjoy Hazarimal HS School
Assam
2003-12

Skills

  • Team leadership
  • Performance Monitoring
  • Training & development
  • Problem solving
  • Shrinkage Management
  • Inventory Governance
  • Process Optimization
  • Performance Analysis
  • Conflict Management
  • Client Relationship Management
  • Escalation Management

Personal Information

Languages Known: English, Assamese, Hindi, Oriya, Bengali  

Father’s Name: Subil Tanti,    

Address: Balijan TE, PO chabua, DIst- Dibrugarh, Assam- 786184

Date of birth: 02/12/1987

Languages

  • Assamese
  • English
  • Hindi

Disclaimer

I hereby declare that the details provided in this resume are accurate and true to the best of my knowledge and belief.

Name: Chandan Tanti

Location: Dibrugarh 

Timeline

Sr. Customer Care Representative

Convergys India pvt. LTD
2018.10 - 2018.10

Assistant Manager

Concentrix Daksh India PVT LTD
2018.04 - 2024.08

Promotion Manager

Poseidon/Athina Technology
2012.02 - 2014.10

BA - Economics

DDR College, Dibrugarh University

Higher Secondary -

Assam Vidyapith HS School

HSLC -

Dinjoy Hazarimal HS School
Chandan Tanti