Sports
Indranil Mukherjee
Sales & Customer Service
Dombivili
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
2
2
Certifications
3
3
Language
Work History
Senior Manager – Sales Support
ICICI Lombard GIC
Mumbai
02.2019 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Recommended and implemented successful strategies to maximize revenue.
- Provided strong leadership to enhance team productivity and morale.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Held monthly meetings to create business plans and workshops to drive successful business.
Customer Care Operations – Manager
Reliance Communications (RISPL Division)
Mumbai
04.2016 - 11.2017
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Partnered with vendors and suppliers to effectively manage and budget.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Validate invoices and process through SAP
Customer Care Operations - Deputy Manager
Reliance Communications (RISPL Division)
Mumbai
07.2013 - 03.2016
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
- Performed statistical analyses to gather data for operational and forecast team needs.
Assistant Manager - Quality
Tech Mahindra
New Delhi
09.2011 - 07.2013
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed call audit teams to drive CSAT score and reduce error % on calls.
- Analyze data to identify improvement areas
Assistant Manager - Quality
RBPO
Chandigarh
07.2010 - 08.2011
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Created auditor schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Team Member – Client Servicing & Process Development
RBPO
- Worked with different clients internal & external to provide optimal service and meet service goals.
- Contributed to team success by completing jobs quickly and accurately.
- Forecasted call volumes for call center
- Forecast manpower requirement for call center
- Implement processes at every site
- Conduct process related training
- Review performances on process key process efficiency metrics
- Prepare outbound campaigns & processes
- Validate invoices and process for payments through SAP
Team Leader
RBPO
- Conducted training and mentored team members to promote productivity and commitment to professional service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Generated reports detailing findings and recommendations.
- Held weekly team meetings to inform team members on company news and updates.
Assistant Team Leader
Reliance BPO (Formerly known as RIPL a captive BPO of Reliance group)
- Managed OJT teams
- Coach them on call control, customer satisfaction, FE parameters
- Handhold callers to improve perform and reduce the learning curve
Program Manager
Piramal Foundation
New Delhi
12.2017 - 01.2019
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Coached team members on productivity strategies to accomplish challenging goals.
- Interacted with customers and clients to identify business needs and requirements.
- Participated in vendor selection and management process for program initiatives.
Education
Bachelor of Commerce - Commerce & Accountants
Prafulla Chandra College (Known As South City College), Calcutta University
Kolkata 05.2000 - 06.2003
12th Standard (Higher Secondary Examination) - Accountancy
Prafulla Chandra College (Known As South City College), WBHSC
Kolkata 06.1998 - 05.2000
10th Standard (Secondary Examination) -
Julien Day School, Calcutta, WBSE
Kolkata 06.1997 - 05.1998
Skills
CC Inbound and Outbound Operations - More than 4 years of experience in managing customer care operations both Inbound and Outboundundefined
Career Achievements
- Implementation of OJT & Training processes
- Rolled out a sales process for corporate general insurance products.
- Idle time reduction project
- Improvement on utilization of tele-callers
- Reduction in FE %
- Improvement on CSAT score
- Manage outbound campaigns for sales of general insurance products.
Residing Address
Casa Eviva L 1702, Dombivili East, Thane, 421204, Maharashtra
Carrier Summary
- ICICI Lombard GIC, 02/06/19, Present, 4 years 9 months, Senior Manager – Sales Support
- Piramal Foundation, 12/01/17, Present, 11 months, Program Manager
- Reliance Communications (RISPL Division), 04/01/16, 11/30/17, 1 year 8 months, Customer Care Operations – Manager
- Reliance Communications (RISPL Division), 07/22/13, 03/31/16, 2 years 8 months, Customer Care Operations - Deputy Manager
- Tech Mahindra, 09/05/11, 07/19/13, 1 year 23 months, Assistant Manager - Quality
- RBPO, 07/01/10, 08/31/11, 1 year 1 month, Assistant Manager - Quality
- RBPO, 02/12/08, 06/30/10, 2 years 4 months, Team Member – Client Servicing & Process Development
- RBPO, 09/01/07, 02/11/08, 5 months, Team Leader
- RBPO, 03/01/07, 08/31/07, 6 months, Assistant Team Leader
- Reliance BPO (Formerly known as RIPL a captive BPO of Reliance group), 03/29/04, 02/28/07, 2 years 11 months, Customer Service Executive
Personal Information
- Date of Birth: 03/25/81
- Marital Status: Married
Accomplishments
- Supervised team of 10+ direct reporting.
- Reduced FE% by 20%
- Reduced idle time by 8%
- Collaborated with team of government officials & school teachers in implementation of Niti Aayog's - Aspirational District project.
- Improved sales conversion by >12%
Certification
Six Sigma Green Belt
Interests
Stories
Movies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Elementary (A2)
Work Preference
Work Type
Gig WorkFull TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsFlexible work hoursPaid time offWork from home optionPersonal development programsPaid sick leaveQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Affiliations
- Palava Kalibari Trust
Timeline
Senior Manager – Sales Support
ICICI Lombard GIC
02.2019 - Current
Large group Facilitation & design
06-2018
Program Manager
Piramal Foundation
12.2017 - 01.2019
Customer Care Operations – Manager
Reliance Communications (RISPL Division)
04.2016 - 11.2017
Customer Care Operations - Deputy Manager
Reliance Communications (RISPL Division)
07.2013 - 03.2016
Assistant Manager - Quality
Tech Mahindra
09.2011 - 07.2013
Assistant Manager - Quality
RBPO
07.2010 - 08.2011
Six Sigma Green Belt
04-2010
Bachelor of Commerce - Commerce & Accountants
Prafulla Chandra College (Known As South City College), Calcutta University
05.2000 - 06.2003
12th Standard (Higher Secondary Examination) - Accountancy
Prafulla Chandra College (Known As South City College), WBHSC
06.1998 - 05.2000
10th Standard (Secondary Examination) -
Julien Day School, Calcutta, WBSE
06.1997 - 05.1998
Team Member – Client Servicing & Process Development
RBPO
Team Leader
RBPO
Assistant Team Leader
Reliance BPO (Formerly known as RIPL a captive BPO of Reliance group)
Similar Profiles
ABDUL HAKEEM KHANABDUL HAKEEM KHAN
Associate Vice President at ICICI Lombard GIC Ltd/ Bharti AXA GIC LtdAssociate Vice President at ICICI Lombard GIC Ltd/ Bharti AXA GIC Ltd
Ajay KumarAjay Kumar
Unit Sales Manager in Bancassurance (ICICI Bank) at ICICI Lombard GIC IndUnit Sales Manager in Bancassurance (ICICI Bank) at ICICI Lombard GIC Ind
Sourav DasSourav Das
Chief Manager at ICICI Lombard GIC Ltd.Chief Manager at ICICI Lombard GIC Ltd.
Pravin ZagadePravin Zagade
Senior Unit Manager at ICICI Lombard GIC. LTD, OEM ChannelSenior Unit Manager at ICICI Lombard GIC. LTD, OEM Channel
Aniket GajarmalAniket Gajarmal
Senior Human Resources Specialist at AI Cloud , AWS , GE , ManufacturingSenior Human Resources Specialist at AI Cloud , AWS , GE , Manufacturing