Rupesh Dutta
Summary
A dynamic professional with 13 years of rich experience across wide gamut of Banking, Sales, Customer Service in BPO domain, specializing in Banking & Sales. Willingness to accept challenges along with the ability to work under pressure. Assertive in driving team members toward the departmental and organizational goals. Deftness in handling overall functioning of processes & implementing processes in line with the preset Guidelines. Proven abilities in planning, development, customer relationship management with interpersonal skills and organizational skills. Ensuring that the process surpasses delivery achievement & service quality norms set by the clients. Monitoring the overall functioning of processes, identifying improvement areas and implementing Adequate measures to minimise error opportunities. Client servicing & ensuring smooth running of client accounts. Database management & Data Analysis. Managing entire service operations to achieve business objectives & ensure a good performance of the team. Hard working, able to multi-task effectively and adept at team orientation & problem solving.
Overview
16
16
years of professional experience
Work History
Operation Manager
BSA Infomedia Pvt Ltd
02.2022 - Current
- On & Off Line Lead generation Process of Tata Capital
- End to End process-Lead generation to Disbursement for Tata Capital personal Loan Pan India
- Managing entire process from data to Disbursement
- Ensure to deliver the conversion as per Client expectation
- Data efficiency and Performance has to be on place as per expectation
- Caller wise Performance and Lead Quality need to be monitored and has to ensure no Escalations from customers
- Monitoring Caller wise Lead to Disbursement efficiency as per Client requirement
- Need to ensure all the Cases are getting Verified by the Login team before Login
- Login team has to ensure all Rejected cases are getting cleared on real time basis and minimize Case Rejection to Increase Approval ratio
- Disbursement team has to ensure 70% Delivery of all the Approved cases
- Weekly & Monthly Performance review with team
- Sharing FTD/MTD MIS on a daily basis
- Ensure to meet Client expectation
Deputy Manager
Eureka Outsourcing Solutions Pvt Ltd
09.2013 - 09.2021
- Taking care of I Bank Personal Loan Pan India
- End To End From Lead Generation Till Disbursement
- Ensure to maintain process is followed up step by step without skipping any process
- Managing 6 Team Leaders /Backend Team and 80 Associates
- Conducting team Training on Soft Skill, Communication Skill, Product, Process
- Taking interviews and mock calls for new hiring
- Creating competition within the associates like running different contest to keep the floor lively & enthusiastic
- Creating productivity analysis on regular basis
- Strategy planning daily work to achieve short terms goals
- Preparing monthly Billing report & maintaining 100% adherence
- Preparing monthly incentive structure & final reports
- Uploading Data & distributing the same via Web
- Continuous Follow up on each & every cases pan India with Banks & Agency
- Controlling attrition (Meeting team on regular basis and Taking one on one in personal level)
- Setting up POA Process from Collecting To Mapping
- Call Monitoring & Feedback + Training
- Updates on Script & sector & Share price of companies
- Data Churning & sharing the same with team for calling
- Maintaining / achieving daily calling metrics being on manual calling
Assistant Manager
Andromeda BPO
12.2015 - 04.2016
- Handling Citi Bank Personal Loan Pan India
- End to End sales process from Lead generation to Disbursement
- Tracking each & every cases via MIS Report
- Coordinating with other cities for pick up collection
- Handling Escalation cases
- Strategy planning daily work to achieve short terms goals
- Controlling maximum attrition (Speaking with one on one in personal level)
- Conducting operational reviews with the team on daily / weekly / monthly basis
- Taking end to end training for new Joiners
- Maintaining MIS reports & to add more reports depending on operations requirement
- Handling & Providing training to Team Coaches
- Providing external support like comparing charts of competitors
Team Leader
Net Ambit
02.2013 - 08.2013
- Handling IPRU & HDFC Life
- End To End Process From Lead Generation Till Disbursement
- Tracking each & every cases via DCR (Daily Collector Report)
- Ensure to maintain proper Sign-in & Login Duration as per client requirements
- Knowledge of regular performance & reviews with Clients & Manager
- Strategy planning daily work to achieve short terms goals
- Controlling maximum attrition (Speaking with one on one in personal level)
- Preparing monthly incentive structure & final reports
- Handling team of 2 Team Leaders/ 60 Associates
- Conducting operational reviews with the team on daily / weekly / monthly / quarterly basis
- Proper planning for Shrinkages and Attritions and taking various measures to control the same as per planning
- To identify areas of concern and under performance and take corrective measures
- To identify training needs and accordingly impart training to team members to be able to Effective service customers
Team Leader
Vertex Solution Pvt Ltd
06.2010 - 01.2013
- Worked as CSR for sales in Airtel DTH Process for Inbound and Out Bound
- Due to Best Performance and Initiatives towards the process promoted as Team Leader in Dec-2011
- Handling Team of 25 agents to generate sales from inbound and Out-Bound call volume
- Managing weekly roaster, sales report
- Planning strategies to Archive sales target
- Making POA to achieve the KPI's Standards
- Making process initiative to grow the business, conversion and revenue
- Won three awards for Best Agent in the entire process
- Won three awards for Best Team Leader in the entire process
Customer Service Representative
Spanco Telecom Services Pvt Ltd
11.2008 - 05.2010
- Worked as a CSR for Reliance Customer Care Process
- Profile was to receive calls from Reliance prepaid customers and resolve their queries and complaints
Education
Graduation (BA) -
Magadh University
Skills
- End to End Handling of Sales Process
- Database management
- Data Analysis
- Team Management
- Client/Process Owner Interaction
- Reports
- MIS
- Productivity Analysis
- Attrition Analysis
Awards
- Back to back 3 Best TL Award in 2012
- Won 3 award for Best agent in the entire process
- Not Even a Single Month Revenue has gone down
- Got Singapore Ticket for highest Disbursement in Pan India 2018
- Got Award for Controlling Attrition & Absenteeism in Feb & March 19
- Long Service Award (3 years) from Eureka
Timeline
Operation Manager
BSA Infomedia Pvt Ltd
02.2022 - Current
Assistant Manager
Andromeda BPO
12.2015 - 04.2016
Deputy Manager
Eureka Outsourcing Solutions Pvt Ltd
09.2013 - 09.2021
Team Leader
Net Ambit
02.2013 - 08.2013
Team Leader
Vertex Solution Pvt Ltd
06.2010 - 01.2013
Customer Service Representative
Spanco Telecom Services Pvt Ltd
11.2008 - 05.2010
Graduation (BA) -
Magadh University
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