Debdeep Chatterjee
Kolkata
Summary
A result-oriented professional with over 16 years of experience in Operations, Sales & Customer service. Experience in managing various processes of Insurance, electronic, medical Equipment’s. Skilled in monitoring Clients Demands, Quality parameters, Shrinkage, Backup Planning, Hiring & managing Shrinkage. Ensured compliance with internal norms and procedures like audit methodology and risk management. Expertise in Customer Service, Hiring, Controlling Attrition, Shrinkage & operations for customer service delivery. Proficient in developing & streamlining systems with proven ability in enhancing operational effectiveness and meeting operational goals within cost, time, and quality parameters. Hands on experience in mapping business requirements and designing customized solutions. Strong analytical skills and ability to analyze business practices and define optimal procedures.
Overview
16
16
years of professional experience
1
1
Language
Work History
Admin Head
OCTANE MEDICAL
08.2025 - Current
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Updated reports, managed accounts, and generated reports for company database.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
PTS Consulting Services
02.2022 - 07.2025
- Providing overall leadership & management to strategize and operationalize business plans to achieve business and financial targets with a cross-functional team
- Conducting WBR with the Clients, Explaining the Challenges that we are facing and how to overcome it meet out targets.
- Formulating business strategies for maximizing profitability & generating revenue, realizing strategic goals
- Formulating SOPs, KPIs/KPAs for smooth business operations; determined areas of improvement by analyzing the reports & trends through KPIs and planning for the continuous process improvement
- Administering the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level; managing service operations for rendering quality and providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT and accuracy
- Rendering sustained services for high ROI, increasing retention level by achieving quality norms and resolving their issues to attain high customer satisfaction
- Setting out quality standards for various operational areas, ensuring a high-quality client experience, while adhering to the SLAs and preset work processes
- Preparing MIS reports entailing productivity, quality, staffing & so on with a view to apprise management of the process operations and assist in critical decision-making processes
- Implementing KPIs & incentive plans for the team and conducted monthly/quarterly department performance review for the yearly appraisals process; conducting performance appraisals for the team (Mid-Year & Year End).
- Organizational Experience
Octane Medical
07.2019 - 02.2022
- Collect and document data, including alerting activity, account information, transactional data, KYC information, to assist in the investigation
- Quoting in Tenders on behalf of the Company
- Cracking deals with the Shareholders of Hospitals
- Visiting Hospitals where our equipment’s are Installed (Collecting feedback)
- Ensuring service excellence to enhance portfolio, control retention and better cross sell through sub brokers for third party.
- Handling account modification instruction for settlement.
- Create an effective and efficient team through continuous communication, timely feedback, and appropriate supervisory practices
- Involve, engage, motivate, develop, lead and drive business for Company
- Recognizing the operating activities like sales and delivery of the company’s product as well as collecting payments, investigating activities like sales to the customers and generating income for the client
- Creation of performance reports for the entire team
- Setting up call with the clients and following up for their requirement for the respective needs.
- Organizational Experience
Smart Call Centre
06.2017 - 07.2019
- Leading the service team
- Managing audit parameters like planning & conducting audits on a monthly basis; reviewing audit reports of the CS and recommending changes in the same to the management; cooperating with the External Audit Team
- Ensuring legal & statutory compliances for completing quality parameters verifications and notifying discrepancies; maintaining the records as per the statutory guidelines.
- Handling and maintenance of confidential client documentation
- Controlling and monitoring branch resources i.e., operating staff, sales team and also Customer Service from branch.
- Monitoring the day-to-day EOD SLA for internal as well as for the Clients.
- Closely monitoring the high-risk customers and updating the same to the Client for any Misconduct happened.
- Ensuring the Compliance, quality & Hygiene is being followed in the entire floor.
- Managing daily sales records, maintaining customer’s portfolio and interacting with them. Assistance in the execution of each employee’s work, maintaining day to day interaction record & customer database.
- Providing the best customer service to the customer which reduces customer complain. Generating leads for the branch and analysis of branch portfolio, taking feedback from the customer for improvement in the branch portfolio.
- Verification of the complaint and resolving them within the TAT.
- Organizational Experience
Genpact
01.2010 - 03.2017
- Administering the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level; managing service operations for rendering quality and providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT and accuracy
- Rendering sustained services for high ROI, increasing retention level by achieving quality norms and resolving their issues to attain high customer satisfaction
- Administering service network operations across the region by implementing policies & procedures and ensuring customer satisfaction & business retention; supervising the activities such as post service feedback, following up with the customers, monitoring service reminders and managing customer complaints
- Performing several roles like finding new process, determining gaps in existing process and implementing new processes
- Mapping business requirements and developing & implementing processes in line with guidelines; ensuring to remove less logical procedures in processes, thereby reducing AHT; identifying improvement areas and implementing adequate measures to maximize operational efficiency
- Transitioning systems to upgraded versions to achieve efficiency in various operations; implementing several process improvement initiatives in form of Automation and Re-engineering
- Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
- Setting out quality standards for various operational areas, ensuring a high-quality client experience, while adhering to the SLAs and preset work processes
- Preparing MIS reports entailing productivity, quality, staffing & so on with a view to apprise management of the process operations and assist in critical decision-making processes
- Implementing KPIs & incentive plans for the team and conducted monthly/quarterly department performance review for the yearly appraisals process; conducting performance appraisals for the team (Mid-Year & Year End)
- Ensuring the successful accomplishment of preset business targets in face of growing competition; identifying the prospective clients, generating business from new accounts and developing them to achieve profitability
- Organizational Experience
Education
Bachelor of Arts - World History
Sambalpur University
Rourkela 04.2001 -
H.S.C. - undefined
Sambalpur University
01-2005
I.C.S.E -
PRAGATI PUBLIC SCHOOL
ROURKELA04-2003
Skills
Documentation and control
Office management
Administrative support
Office supervision
Microsoft Office
Disclaimer
I hereby declare that all the information provided by me in the application above is correct to the best of my knowledge and belief.
Timeline
Admin Head
OCTANE MEDICAL
08.2025 - Current
PTS Consulting Services
02.2022 - 07.2025
Octane Medical
07.2019 - 02.2022
Smart Call Centre
06.2017 - 07.2019
Genpact
01.2010 - 03.2017
Bachelor of Arts - World History
Sambalpur University
04.2001 -
H.S.C. - undefined
Sambalpur University
I.C.S.E -
PRAGATI PUBLIC SCHOOL