Debjit Mullick

• I assisted Airtel in setting up an international WhatsApp desk and implemented a bot flow setup with specific service level agreements (SLAs). This included the following:

Setting up the WhatsApp Business API: I worked with Airtel to set up the WhatsApp Business API, which allowed them to establish a dedicated business phone number to handle customer inquiries.

Creating a bot flow setup: I created a bot flow setup to help automate customer inquiries, reducing the need for manual intervention. This involved identifying the most common customer inquiries and developing responses to those queries.

Establishing SLAs: I worked with Airtel to establish service level agreements for the WhatsApp desk, including response time, resolution time, and availability. These SLAs were aligned with Airtel's existing customer service goals and objectives.

Training staff: I trained Airtel's customer service team to handle customer inquiries via WhatsApp, including how to use the bot flow setup, respond to inquiries, and manage customer expectations.

Monitoring and analyzing metrics: I regularly monitored and analyzed the performance of the WhatsApp desk, tracking metrics such as response time, resolution time, and customer satisfaction. I used this information to provide feedback and insights to Airtel on areas for improvement

Overall, by setting up an international WhatsApp desk with a bot flow setup and SLAs, I helped Airtel enhance their customer service capabilities, reduce response times, and improve overall customer satisfaction.

• I helped Airtel set up and establish a presence on LinkedIn, including developing all the standard operating procedures (SOPs) needed to manage customer complaints on the platform. This included:

Overall, by establishing a strong customer service process for LinkedIn complaints, I helped Airtel improve their customer satisfaction and enhance their reputation on the platform.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Mentored team members to enhance professional development and accountability in workplace.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Created employee schedules to align coverage with forecasted demands.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Launched quality assurance practices for each phase of development

• Built strong relationships with customers through positive attitude and attentive response
• Mentored and guided employees to foster proper completion of assigned duties
• Set up and calibrated machinery to meet specific production requirements and meet desired tolerances
• Initiated timely response to emails, voicemails and written correspondence
• Molded team and embraced change to adapt within dynamic market
• Documented counts and sorted finished work to promote easy access for shipping or additional processing
• Optimized customer support by establishing collaborative service environment
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained and managed customer files and databases.
• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Leveraged consultative approach to gather customer details and technical data.
• Responded to customer calls and emails to answer questions about products and services.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Participated in team meetings and training sessions to stay informed about product updates and changes.