Deepak Ghosh
Assistant Manager Operation
Bangalore
Summary
To work in an organization where I am able to contribute the organization’s growth and profitability with my skills and in turn get an opportunity to gain exposure and expertise that would help me to build a successful career
An assertive individual with experience in Operations management and Customer relation management , Call Center who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at Day to Day Analytics KPI(warranty cost ,Operation efficiency ) reporting direct to Commercial LOB head & Operation Manager
Overview
11
11
years of professional experience
2018
2018
years of post-secondary education
4
4
Languages
Work History
Assistant Manager (Operations Analytics)
Concentrix
04.2021 - Current
- Company Overview: Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
- Working as an Assistant manager Operation Analytics & associate Manager, Handling team of 15 Associates along with Day to Day Analytical reports & working on Operation Dashboard.
- Handling escalations from internal stake holders like Contact center, Field service delivery, Part & Logistics and social media working on process improvement.
- Participating in designing Contact center projects related to warranty Cost Metrics, Operation KPI.
- Preparing Analytical Dashboard and reporting Directing to LOB Head & Operations Manager.
- Weekly Review with Operations & other Tower Teams.
- Providing actionable data to various internal support groups as needed with internal QA Team and Contact Centre Team managers, Partner managers, Parts & Logistics managers & social media manager.
- Driving Sales APOS (Warranty Upgrade Revenue) & Generating revenue of $92K per quarter.
- SPOC for PAN India Billable project.
- Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
Team Lead Quality Analyst
Concentrix
04.2018 - 02.2021
- Company Overview: Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
- Lead a team of 18 quality analysts, responsible for monitoring and evaluating customer service interactions to ensure adherence to established quality standards and client expectations.
- Conducting training to new hires on quality parameter.
- Facilitated call calibrations among all LOB on a weekly basis with Ops Manager and LOB Head.
- Conducted regular performance reviews, identifying areas for improvement and providing targeted coaching to individual team members to enhance their performance.
- Exported data from NICE system to create weekly quality reports including customer care representative's progress, quality trends and training recommendations for Quality and Training managers.
- Worked with Group Supervisors to develop customer care representative's performance and to create action plans to improve quality scores.
- Reviewed and analyzed CSAT bottom box alerts in a weekly basis to ensure quality assurance and report irregularities to Group Supervisor for proper agent coaching.
- Developed departmental training materials/procedural processes, participated in training classes.
- Monitored agents and completed statistical agent and departmental reporting.
- Provided accurate, consistent, and constructive performance feedback to agents and management team.
- Auditing Chat Bot & Live agent for MEA, India, Srilanka & Bangladesh region.
- Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
Team Coach (SME)
Concentrix
12.2015 - 03.2018
- Company Overview: Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
- Handling a team of 25 associates / front line force who assist the customers in resolving issues over the phone.
- Involved in quality checks and feedbacks.
- Weekly and monthly analysis of various metrics like FTF, FOP, PPD, KICKBACK, ART, FTR.
- Able to identify cost effective technical solution that meet business needs.
- Ensuring that all changes are managed so that they minimize downtime and risk of any inconvenience.
- To assure the success of the project, monitoring the progress of each team member and the overall progress of the project.
- Evaluating the group success at various stages in the ensure the team stays on track and reaches the conclusion on time.
- Main goal is to ensure the project is moving forward toward completion.
- Handling global Technical escalation from customer and IT users.
- Updating on known Tips and knowledge base articles on Lenovo portal for customer as well as internal team.
- Providing technical training to team and new hires.
- Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
Resolution Expert
Concentrix
03.2015 - 11.2015
- Company Overview: Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
- Ability to identify, understand and give priority to urgent issues.
- Experience on training new staff.
- Able to develop, coordinate, delegate and plan work activities.
- Dealing calmly and professionally with challenging situation.
- Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
Technical Support Associate
Concentrix
07.2014 - 02.2015
- Company Overview: Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
- Helping customers fix issues and query on (Desktop / Portable/windows/Linux /networking) over the phone.
- Mentored new hires and handled escalations.
- Identifying the technical problem and resolving it or directing customer that how to solve the problem.
- Maintaining 98% accuracy in dispatching parts.
- Handling customer and IT user from India, Srilanka, Bangladesh and UK through phone, chats & Email.
- 1 month experience in handling Lenovo EMC storage devices calls.
- Basic knowledge on RAID technology, storage area network.
- Formerly Minacs. Process: Lenovo Technical support (International process voice and semi voice). Line of Business: Commercial Technical Support(Think series)
Education
BCA -
Sangai International University
Diploma in computer science and technology - undefined
W.B.S.C.T.E.
10th - undefined
Maharashtra State Board
Skills
Data analysis
Operational reporting
Project management
Process improvement
KPI development
Customer relationship management
Team leadership
Performance coaching
Quality assurance
Technical troubleshooting
Sales analytics
Conflict resolution
Operations management
Employee performance evaluations
Cost reduction
Problem-solving
Task delegation
Employee scheduling
Team motivation
Interests
Traveling
Volleyball
Cooking
Career Overview
An assertive individual with experience in Operations management and Customer relation management, Call Center who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at Day to Day Analytics KPI (warranty cost, Operation efficiency) reporting direct to Commercial LOB head & Operation Manager.
Personal Information
- Total Experience: 10 Years 10 Months
- Date of Birth: 11/02/92
Timeline
Assistant Manager (Operations Analytics)
Concentrix
04.2021 - Current
Team Lead Quality Analyst
Concentrix
04.2018 - 02.2021
Team Coach (SME)
Concentrix
12.2015 - 03.2018
Resolution Expert
Concentrix
03.2015 - 11.2015
Technical Support Associate
Concentrix
07.2014 - 02.2015
Diploma in computer science and technology - undefined
W.B.S.C.T.E.
10th - undefined
Maharashtra State Board
BCA -
Sangai International University