JISHNU MUKHERJEE

· Delivery of the overall operational metrics & targets

· Proactively maintain regular engagement with key client contacts

· Ensure delivery of Client KPIs/targets including day to day service levels, customer experience, quality measures and compliance measures.

· Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent

· Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics

· Selecting, effectively managing and coaching AMs’ and TLs

• Managing ecommerce, Bill Payment & recharge, Travel and Credit card bill payment LOBs for CRED (Fintech) with 152 advisors 2 AMs and 6 Team Leads rolling up to me
• Managing the CRED business for Bangalore in terms of Ticket resolution, FTR (First time response) CSAT and Managing escalations
• Attending daily call with Client (CRED) on Bangalore team performance and also WBR and MBR
• Roster making, Attrition management, Billing included in key responsibilities
• Daily calibration sessions with Quality and Training to identify the gaps within the functions and suggest improvements on the same
• Manpower Alignment and identifying cross training opportunities to help save cost and identify business improvement.

• Sell Shopping Vouchers to US Customers
• Worked in an Insurance Sales process for Corporate
• Worked in Sales Process selling Computers (Dell & Gateway) to US Customers.

• Managing a team of content reviewers reviewing Playstore apps on policy guidelines and responsible for making a social difference
• Piloted a project reporting directly to the client
• Working with the Google engineering team in incorporating changes to the App review process
• Managing a team of 60 people with team leads reporting
• Responsible for the team performance in terms number of app reviews, quality scores, error rate attendance and attrition
• Fortnightly review with DPE to showcase performance and discuss the challenges and hence suggesting improvements in the Playstore process.

• Working as an Assistant Manager for the Lenovo/ Motorola Voice team since Aug 2017
• Was given the role for having experience in all avenues as Team Lead (Email, chat and escalation team).

• Monitoring the Queue status for both email & chat queue and providing necessary feedback to advisors for improvement
• Helping the advisors in handling irate customers by taking ownership and fulfilling the customer commitment.

• Worked as a Team Leader for Lenovo India managing the escalation team
• Managed all 5 channels of escalations-social media, Senior Leadership Team Escalation, MD India Escalations, Executive Director Escalation and Legal & Litigation cases
• Attending weekly call with Lenovo Legal team to discuss Legal cases and identify and action cases for out of court settlement.

• Reducing the number of Escalations for Lenovo India Services
• Managing all the Business Partners for Lenovo-India (West) and help in addressing their service concerns.

• Make reports in MS Excel which was beneficial for the Stack Ranking of the Agents on the floor
• Worked as a SME and went on Training Dells OSPs at SITEL Bangalore and Agents of Dell Canada Segment.

• Helped Customers in resolving the issues with Hardware and Software and took Ownership to deliver a good Customer Experience
• Selling Products to the Customers which are required for the Effective Performance of their Computer.