Jeebak Dutta Choudhury
Kolkata
Summary
Motivated campaigner with 11+ years of progressive experience. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and under budget.
Overview
12
12
years of professional experience
1
1
Certification
Work History
DGM - Operations
PepsiCo Varun Beverages Ltd
Kolkata
11.2021 - Current
- Achieved best rank All India in 2022 & 23 in Customer centric KPIs like TAT, NPS, Reduction in repeat failures
- Resolved customer complaints related to product quality or delivery issues.
- Managed day-to-day logistics operations, negotiated with carriers and warehouse operators for services and preferential rates.
- Improved productivity by driving sales in Non-buyer & low-buyer outlets (approx 80% reduction) along with Sales team.
- Identified opportunities to reduce cost and improve productivity.
- Tracked orders using functional systems and coordinated with warehouse workers to ensure proper storage and distribution of products.
- Monitored supplier performance to ensure orders were fulfilled on time and accurately according to customer requirements.
Customer Satisfaction Manager
Samsung India Electronics Pvt. Ltd
North Kolkata, 24 PGS, Hooghly, Nadia Dist.
07.2018 - 11.2021
- Managed After-sales Service operations in multiple product portfolios in Consumer Electronics (HA & AV products) & Mobile phones (Smartphone + Feature phone)
- Analyzed customer feedback data to identify patterns or common themes among customers' experiences.
- Tracked customer service performance metrics such as response time (TAT), happy calling score, NPS, FTC, repeat failure, customer retention through Care Pack.
- Collaborated with cross-functional teams to improve overall customer experience through process optimization initiatives.
- Conducted customer satisfaction surveys to identify areas of improvement. Gathered market intelligence information regarding competitor offerings in order to remain competitive in the marketplace.
Area Service Manager
Panasonic India Pvt. Ltd
Kolkata
07.2016 - 06.2018
- Tracked customer service performance metrics such as response time (TAT), NPS, FTC, repeat failure, customer retention through Care Pack.
- Analyzed customer feedback data to identify patterns or common themes among customers' experiences.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited, trained, coached and mentored new technicians to ensure they had the necessary skills to meet job requirements.
- Successfully conducted OPQC (Operations & Process Quality) Audits at Service Centre end to improve centre hygiene & performance.
Assistant Manager
Godrej & Boyce Mfg. Co. Ltd
Bhubaneshwar
08.2015 - 07.2016
- Tracked customer service performance metrics such as Open Call, Status Call, Customer Satisfaction Number (CSN).
- Resolved customer inquiries and complaints requiring management-level escalation.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Service Executive
Kent RO Systems Ltd
Kolkata
12.2013 - 08.2015
- Coordinating with Service Franchisees to meet business targets on continuous basis.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited, trained, coached and mentored new technicians to ensure they had the necessary skills to meet job requirements.
- Examined records and papers to verify warranty and service contract coverage.
- Planned and delivered training sessions on RO & UV systems to new joiners.
Engineering Trainee
Automax India
Kolkata
07.2012 - 12.2013
- Supervision & Sales - PLC automation related projects
Education
MBA - IB & Supply Chain
Indian Institute of Foreign Trade
New Delhi02-2023
B.TECH - EEE
Bengal College of Engineering & Technology (BCET)
Durgapur, WB06-2012
Skills
- Supply Chain Management
- Process Improvement
- Project Management
- Vendor Management
- Logistics
- Warehouse Management System
- Customer Experience
- Strategic Planning
- Analytical Thinking
- Problem-Solving
- Teamwork and Collaboration
- Interpersonal Communication
Certification
Lean Six Sigma Black Belt, Henry Harvin Academy, 2023, International Quality Federation, ISAAC, CSSC, UKAF, MSME, GoI
Accomplishments
- Won "SABASH" award presented by RSM (East) for best performance in HCS & FTC parameters in KPI evaluation in 2021.
- Conducted multiple Customer Experience workshops & soft-skill training, Care Pack upselling for service technicians at Samsung Technical Academy.
- Awarded Best Area Service Manager at Panasonic in 2017.
Timeline
DGM - Operations
PepsiCo Varun Beverages Ltd
11.2021 - Current
Customer Satisfaction Manager
Samsung India Electronics Pvt. Ltd
07.2018 - 11.2021
Area Service Manager
Panasonic India Pvt. Ltd
07.2016 - 06.2018
Assistant Manager
Godrej & Boyce Mfg. Co. Ltd
08.2015 - 07.2016
Service Executive
Kent RO Systems Ltd
12.2013 - 08.2015
Engineering Trainee
Automax India
07.2012 - 12.2013
MBA - IB & Supply Chain
Indian Institute of Foreign Trade
B.TECH - EEE
Bengal College of Engineering & Technology (BCET)
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