Arijit Sinha
Management Trainee
Gurugram
Summary
Motivated Service Worker with exceptional social skills, communication abilities and customer service background. Dedicated to following health and safety guidelines and handling food items properly. Pursues every opportunity to support team members and proactively address issues.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Management Trainee
Genpact
Gurugram
07.2023 - Current
- Heading a team of 53 members in a tickets escalation process.
- Assisted established management staff with operational oversight, business development, and process improvement strategies post transition.
- Helped a team of 53 associates maintain business professionalism by coaching each on methods for delivering exceptional service to every client escalation.
- Supervised operations team to support operational excellence, maintain SLA and provide excellent customer service.
- Monitored employee productivity and optimized procedures to reduce costs.
- Developed and maintain operational guidelines for staff.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities and reduce risk of potential losses.
Operations Supervisor
FIS
Gurugram
08.2022 - 07.2023
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Team Coach
FIS
Gurugram
04.2021 - 08.2022
- Assisted with onboarding of new employees by providing training and development resources.
- Organized projects and contests to increase sales and encourage exceptional customer service.
- Developing basic SOP's to sustain over 90% Error Free Quality for 10 team members and succeeding at maintaining 100% External Quality for 5 months consecutively.
- Establishing timely systems and procedures, communicating objectives and delegating daily targets related to processing queries from international financial institutions to a team of 18 customer service representatives.
- Took part in two pilot processes and managed knowledge transfer, training and implementation.
Senior Customer Service Associate
FIS Global Business Solutions Pvt Ltd
Gurugram
04.2019 - 06.2021
- Resolving B2B customer queries over email as well as over the call.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to Subject Matter Expert (SME) and assisted in coaching and making new associates production ready.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Promoted to team coach of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Regional Training Manager
SSK Private Limited
Kolkata
10.2017 - 03.2019
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Coordinated technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Trained new hires to perform cross-training exercises with experienced workers.
- Created in-depth training manual for all employees.
Product Manager
ABP Private Limited
Kolkata
11.2015 - 04.2017
- Coordinated project planning and execution with team members and team leads.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Prioritized roadmap in order to achieve product goals and metrics.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Spearheaded collaborative efforts to bring products to market.
Product Manager
Bharat Matrimony
Chennai
10.2014 - 11.2015
- Coordinated project planning and execution with team members and team leads.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
Customer Service Associate
Prime Retail India Limited
Kolkata
03.2011 - 06.2013
- Designing the process for customer support.
- Was directly involved in the hiring process to build the customer service team.
- Impart training to associates on process and products.
- Product Management:
- Converting brick-and-mortar business to an online platform.
- Conducting extensive research to understand best page layout principles and implementing the same for the retail website.
- Competitive analysis of competitors to understand unmet needs.
- Tying up with Logistic companies for PAN India delivery, Cash on Delivery facility and safeguard company's interest with Insurance
Customer Service Specialist
IBM
Kolkata
06.2008 - 03.2011
- Handling inbound calls and resolving queries for the Canadian Process Clover.
- Was promoted to the Escalations Team handling client related issues.
- Mentoring new hires.
- Occasionally assisting the process training team as and when required.
Education
TESOL/ TEFL Certification - Teaching English As A Second Language (ESL)
Asian College of Teachers
Kolkata, India 09.2022 - 04.2023
Bachelor of Arts - English Language And Literature
Bidhan Chandra College
Asansol, India 08.2003 - 08.2006
Higher Secondary -
Benachity High School
Durgapur, India 03.2001 - 03.2003
High School Diploma -
St. Vincent's High & Technical School
Asansol, India 03.1988 - 04.2000
Skills
Operations oversight
Staff Management
Customer Relations
Process improvements
Resource Allocation
Hobbies
Arts, Travelling, self-proclaimed Masterchef
Timeline
Management Trainee
Genpact
07.2023 - Current
TESOL/ TEFL Certification - Teaching English As A Second Language (ESL)
Asian College of Teachers
09.2022 - 04.2023
Operations Supervisor
FIS
08.2022 - 07.2023
Team Coach
FIS
04.2021 - 08.2022
Senior Customer Service Associate
FIS Global Business Solutions Pvt Ltd
04.2019 - 06.2021
Regional Training Manager
SSK Private Limited
10.2017 - 03.2019
Product Manager
ABP Private Limited
11.2015 - 04.2017
Product Manager
Bharat Matrimony
10.2014 - 11.2015
Customer Service Associate
Prime Retail India Limited
03.2011 - 06.2013
Customer Service Specialist
IBM
06.2008 - 03.2011
Bachelor of Arts - English Language And Literature
Bidhan Chandra College
08.2003 - 08.2006
Higher Secondary -
Benachity High School
03.2001 - 03.2003
High School Diploma -
St. Vincent's High & Technical School
03.1988 - 04.2000