Duhita Banerjee
Specialist - Quality
Hyderabad
Summary
A supportive & Self driven professional with a knack of learning new skills and providing actionable insights for process/performance improvement.
Successfully collaborated with leaders QoQ to bring breakthrough team performance and built highly motivated teams.
Have a proven record of being Detail-oriented team player successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Specialist - Quality
Regalix India
hyderabad
07.2021 - Current
- Performed RCA on Top opportunity areas & took adequate preventive measurement steps to curb repeat occurrence.
- Performed continuous evaluations of calls and provided feedback to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Classroom and online training refreshers/sessions to enhance product knowledge, customer experience & efficiency on calls.
- Monitored participant workflow and behaviors throughout training process.
- Conducted successful Call Calibrations and actively involved with the team brainstorming to bring best results.
- Performed CSAT & DSAT Analysis & way forward.
- Coached over 250 sellers in last 1.5 years.
Senior Account Manager
Regalix India
Hyderabad
04.2018 - 06.2021
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Managed over 300 Advertiser Accounts in a quarter for 3 years and helped generate revenue for Google and advertisers successfully.
- Addressed client's concerns with Cost, ROI & to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on strong product knowledge and customer-centric terms.
Senior Process Specialist
On-Process Technology
Kolkata
12.2013 - 02.2018
- Managed shipment delivery for big Retail chains like Amazon & Walmart.
- Handled calls to assist in successful delivery of shipments from order placement to delivery & invoicing.
Education
Bachelor of Engineering - Electrical
NIT Durgapur
Durgapur 08.1996 - 08.2000
MBA - General Studies
ICFAI Sikkim University
Distance Learning 01.2013 - 01.2016
Skills
Internal Quality Assurance Management
Agile Coach
Team building
People management
Escalation Management
Process Improvement
Performance management
Accomplishments
- Best Account manager award in 2021
- Coached over 200 account managers in past 1.5 years.
- Supported BQs by conducting product trainings & 1:1 sessions.
Certification
Advanced Excel
Timeline
Google ads Certified
01-2023
Advanced Excel
11-2022
Specialist - Quality
Regalix India
07.2021 - Current
Lean Six Sigma YB
03-2021
Senior Account Manager
Regalix India
04.2018 - 06.2021
Senior Process Specialist
On-Process Technology
12.2013 - 02.2018
MBA - General Studies
ICFAI Sikkim University
01.2013 - 01.2016
Bachelor of Engineering - Electrical
NIT Durgapur
08.1996 - 08.2000