Digital Content Creation
Jagannath Chatterjee
PMO Lead (East And West Zone)
Kolkata,West Bengal
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Lead Customer Experience
Flipkart Internet Pvt Ltd
Kolkata
06.2017 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
- Conducted orientation sessions and organized on-the-job training for new hires.
- Organized and edited training manuals, Digital content through Voice over and AV platform and other educational materials
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Managed all exempt employee coaching, training and performance improvement actions.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Directed field training to enhance participants' skills.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
Business Development Executive
7Cs Gold & Jewellery LLC
Dubai
09.2015 - 06.2017
- Identified business development challenges and customer concerns for proactive resolution.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Translated customer needs into solution requirements using powerful value propositions and negotiation skills.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Performed website content management tasks to enhance company marketing techniques and promote brand exposure.
Customer Experience Coach
Flipkart Internet Pvt Ltd.
Kolkata
03.2015 - 08.2015
- Managed recruitment, training and development for newly hired manpower
- Assessed training program effectiveness on regular basis and improved upon deficient areas
- Designed and implemented training program
Team Leader Non-Voice Operations
Aegis Limited
Kolkta
09.2010 - 03.2015
- Motivated and trained employees to maximize team productivity
- Produced detailed reports outlining performance against benchmarks
- Managed high workload with consistent record of achieving deadlines and Business targets
- Conducted root cause analysis in deficient areas to identify and resolve issues
- Actively listened to customers and handled concerns quickly
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Increased customer satisfaction by resolving issues.
Team Lead Voice Operations
Firstsource Solutions Ltd
Kolkata
03.2007 - 09.2010
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Tracked receipts, employee hours and inventory movements.
- Reported on updates to project specifications and progress.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Education
MBA - Business Process Outsourcing
Sikkim Manipal University
Kolkata 01.2006 - 04.2008
Bachelor of Computer Applications - Computer And Information Sciences
RICIS
Raniganj, Burdwan 06.2002 - 07.2005
Skills
Leadership experience
Positive customer experience
Online training experience
Workshop coordination
Employee training
Training material development
Project implementation
Knowledgeable in Audio Visual platform, Content Voice over, Digital content creation
MS office suite, Google Workspace
Accomplishments
- Extra Mile Award for the Year 2022 for introducing Audio Visual Platform in Learning content
- The Innovator award in Champions Club in the Year 2022
- Kaizen award winner for the year 2019, 2020, 2021 & 2022 consecutively
- Innovation Award winner (Theme: Space & Productivity) in the year 2021
- Customer experience Champion for the quarter JFM & AMJ 2021
Certification
Yellow Belt
Interests
Listening to successful motivational speaker
Exploring new Learning from you tube
Cooking
Travelling
Timeline
Yellow Belt
12-2019
Lead Customer Experience
Flipkart Internet Pvt Ltd
06.2017 - Current
Business Development Executive
7Cs Gold & Jewellery LLC
09.2015 - 06.2017
Customer Experience Coach
Flipkart Internet Pvt Ltd.
03.2015 - 08.2015
Team Leader Non-Voice Operations
Aegis Limited
09.2010 - 03.2015
Team Lead Voice Operations
Firstsource Solutions Ltd
03.2007 - 09.2010
MBA - Business Process Outsourcing
Sikkim Manipal University
01.2006 - 04.2008
Bachelor of Computer Applications - Computer And Information Sciences
RICIS
06.2002 - 07.2005