Dipak Chatterjee
Kolkata
Summary
I am looking for better opportunity for my professional growth & development by utilizing my experience and knowledge. Aable to handle a high volume of customer requirement in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Vendor relationships. Customer satisfaction and quality control improvements excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimum escalations. Shipment specialist in Sales and distribution module in SAP platform. Help Desk & Call Center operations with CRM and Mail Admin. Obtain a position that will provide me the ability to apply my work experience to a growing industry. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
13
13
years of professional experience
Work History
Team Leader
Wipro Limited Kolkata
10.2016 - 07.2022
- Responsible for managing team along with process SME and for the assigned clusters for
- Middle East Asia & Africa United Kingdom and Ireland
- Supporting team with backlog assignments/managing and reviewing within the team for other cluster as well whenever required provide support within Middle East Asia & Africa
- Motivating team members by recognizing their efforts and dedication through frequent team meetings and regular call connects in order to maintain the team balance and competitive attitude in order to build better productive scenarios
- Being part of weekly governance call where we will discuss overall performance of the team which includes escalation and appreciation
- Maintaining the issue log and preparing RCA and CAPA Preparing the score card for the team based on the process Metrix
- Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & trainings
- Maintaining error tracker for the team and providing refreshment training for the team members on monthly basis
- Sharing knowledge and new skills or process updates with End users and colleagues
- Manage attendance, attendance incentive, and leaves request for the team
- Mentor and assist new hires, also support them for further opportunities within the new company along with current job role in order to maintain hygienic relation between office colleagues
- Collaborator – for client tool technical issues, help the team to overcome the glitches while keeping the MO teams posted about any impending risk
- Responsible for generate the reports as per the Power Bi and daily updates to the manger
- Key Achievement:
- Started with the pilot batch played an effective role in stabilizing the project from starting phase
- Proposed Global SOP for Order to cash
- Introduce Global process and share the standard SOP for shipment activity
- Successfully completed Knowledge sharing program at France client location
- Involve Knowledge sharing program at Chennai client location
Subject Matter Expert
Wipro Limited
Kolkata
- PR validation/ purchase group/material details customer partner creation
- Vendor confirmation
- Handling of overall activities of Purchase Department Including Import and Export
- Responsible to advise customer cost effective shipment plan as per product category
- Sales order creation and its changes in alliance tool as per given data
- Client follow up regarding business processes
- Creating various invoices and its cancellation as per client request
- Achieving daily targets on priority basis within SLA Period
- Work involve order entry in SAP and execute until the order reach final destination
- Handling all over the shipment process
- Work involve as a coordinator with Europe and middle east region
- Responsible to create outbound delivery as per the customer requirement
- Responsible to create import and export shipping invoice for customs clearance
- Responsible to inform the intangible material details with software certificate through SAP transaction
- OD/DN processing as per the heterogeneous compliance
- Storage location confirmation as per the LX03 report
- Idoc release to visible the Export doc in MIC tool
- LSP identification as per the material weight volume
- Managing logistic functions provide cost effective transport solutions and clearances
- Coordinate with the LSP/logistic partner to pick up the requested shipment
- Follow-up to receive the airway bill/CMR
- Acquiring and allocation of Camunda work id and closing once it is done
Senior Customer Support Executive
Utsav fashion pvt ltd
Kolkata
07.2012 - 07.2016
- Worked involved to solve customer issue against the pre-sale and post-sale
- Established process and productivity improvements and implementation of Knowledge base applications
- Developed and implemented quantifiable departmental guidelines and procedures
- Involved vendor management relationship
- Instituted best practices for continuous improvement
- Implemented Best Practices philosophy within operations reducing repeat calls and emails
- Responsible for providing sales support, quotations and order entry.
Customer Support Executive
Aegis Limited
Kolkata
07.2009 - 06.2010
- Work involved answering customer queries,
- Problem solving and providing detailed information on new products
- Placed outbound call to solve the critical issues within the proper given TAT
- Escalation handling to 1st
- And 2nd levels, issuance of trouble tickets using CRM to various departments within the ROB and NCR.
Education
Bachelor of Business Administration -
Sikkim Manipal University
Higher Secondary - Arts
Dakshindihi High School
Skills
- Order Management & Workflow tools
- Warehouse operations in supply chain management
- Logistic planner for Ocean/Road and Air shipment as per the BPP and OTM tool
- Deliver better quality
- Analytical Thinking
- Work Planning and Prioritization
- Giving Constructive Feedback
- Issue Resolution
- Documentation and Reporting
- Goal Setting
- Evaluating Employee Work
- Service Level Agreements
- SOP Adherence
- Shift Scheduling
- Verbal and Written Communication
- Coaching and Mentoring
- Problem-Solving
- Leading Team Meetings
- People Management
- Overtime Management
- Supervision & Leadership
Interests
Reading, collection of books, Surfing, listening Music
Languages
Timeline
Team Leader
Wipro Limited Kolkata
10.2016 - 07.2022
Senior Customer Support Executive
Utsav fashion pvt ltd
07.2012 - 07.2016
Customer Support Executive
Aegis Limited
07.2009 - 06.2010
Subject Matter Expert
Wipro Limited
Bachelor of Business Administration -
Sikkim Manipal University
Higher Secondary - Arts
Dakshindihi High School
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