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
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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)
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