Kaushik Chakraborty
Loyalty Program Manager
Shyamnagar,WB
Summary
Insightful Talented Ex-Loyalty Program Manager offering 13 years of total working experience. Highly effective at building team cohesion by training members techniques, procedures and processes for high-quality service and peak performance. Directing and improving operations through effective employee motivational strategies and strong policy enforcement. Driven to maximize cooperation through adaptable, friendly approach. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
MIS Executive
Randstad India Private Limited
Kolkata, West Bengal
05.2022 - Current
- Planned and led administration of management information system for achieving threshold-level performance.
- Used SAP to input, analyze and model data.
- Maintained MIS security and performance levels, dictating organizational policy to maintain threat protection effectiveness.
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Supervised multi-functional teams of technology professionals, coders and support experts.
- Designed internal dashboard for at-a-glance system and project status reporting.
- Established positive relationships with industry leaders to gain insight into innovations and trends.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
Manager, Loyalty Programs
Evolve Brands Pvt. Ltd.
Kolkata, West Bengal
01.2020 - 03.2022
- Manage PAN INDIA based Loyalty program of “NU Vista Limited - Double Bull Cement (Formerly Emami Cement Ltd)” named "Nipun" consisting of near about 30000 contractors.
- Demonstrates ability to effectively manage a team of 4 to 8 individuals (Inbound and Outbound both Call Centre team.)(Approximate Call volume :- near about 250-300 inbound calls and more than 400 outbound calls regarding various calling campaigns on daily basis.
- Also communicate and instructed to multiple teams (MIS team, Creative team and tech team etc.) regarding new developments and enhancement of various areas of existing program.
- Strong team player, detail oriented, organized and flexible with the ability to work with minimal supervision in a fast paced environment and willing to assume new projects
- Effectively develop and execute innovative ideas
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Applied client feedback to develop process improvements and support long-term business needs.
- Set and managed schedules to give proper coverage to required areas and meet client service demands.
Loyalty Program Executive
NetCarrots Loyalty Services
Kolkata, West Bengal
10.2018 - 01.2020
- Manage two Loyalty Program of “ACC Limited”. (“ACC Concrete Club” and “Atoot Bandhan”) consisting total member base of approx. 17000 Contractors and approx. 9000 Engineers.
- Single Contact person for total 131no. engineers of ACC Limited.(East Region) to answer their both program related query and handle all escalations.
- Carried out day-day-day duties accurately and efficiently.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
MIS Executive
Reliance Jio Infocomm Limited (On Deputation by Kutumbh care Pvt. Ltd.)
Kolkata, West Bengal
01.2015 - 10.2018
- Planned and led administration of management information system for achieving threshold-level performance.
- Produced tables, pivot reports and charts for use in key decision-making processes.
- Led system training and onboarding to meet information retention policy and government regulatory guidelines.
- Liaised with executive leaders to solve operational and workflow issues to reduce breakdown in data communication.
- Delivered cost-benefit analysis to weigh financial decision impact against desired outcomes.
- Developed business plan to support executive travel and offsite engagement needs.
CSG Engineer
Tata Teleservices (On Deputation by Vayam Info Solutions Pvt Ltd)
Kolkata, West Bengal
02.2012 - 10.2014
- Led projects and analyzed data to identify opportunities for improvement.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Identified issues, analyzed information and provided solutions to problems.
Senior Call Center Representative
Firstsource Solutions Limited
Kolkata, West Bengal
11.2010 - 02.2012
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
Customer Service Representative
Sparsh Bpo Services Limited
Kolkata, West Bengal
08.2009 - 08.2010
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Associate
Bharat BPO Services Limited
Kolkata, West Bengal
11.2008 - 07.2009
- Entered customer interaction details in Oracle to track requests, document problems and record solutions offered.
- Developed and actualized customer service initiatives to decrease wait times.
Education
MBA - Operation Management
NMIMS
Mumbai 01.2021 - Current
Bachelor of Arts - B.A
Indira Gandhi Open University
Delhi 06.2014 - 06.2017
High School Diploma -
Shyamnagar Kanti Chandra High School
Kolkata 01.2005 - 01.2006
High School Diploma -
Noapara Brahmamayee Vidyalaya
Kolkata 01.2003 - 01.2004
Skills
Strategic Planning
Consulting
Operations management
Project Management
Customer service
Call Centre Management
MIS team Management
Co-ordination with Tech team
New App Development & Maintenance
Data Analysis
Loyalty Point Calculation, Tier Calculation
- Invoice Processing through SAP
- SRN & GRN Creation in SAP
- Relationship building and management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
MIS Executive
Randstad India Private Limited
05.2022 - Current
MBA - Operation Management
NMIMS
01.2021 - Current
Manager, Loyalty Programs
Evolve Brands Pvt. Ltd.
01.2020 - 03.2022
Loyalty Program Executive
NetCarrots Loyalty Services
10.2018 - 01.2020
MIS Executive
Reliance Jio Infocomm Limited (On Deputation by Kutumbh care Pvt. Ltd.)
01.2015 - 10.2018
Bachelor of Arts - B.A
Indira Gandhi Open University
06.2014 - 06.2017
CSG Engineer
Tata Teleservices (On Deputation by Vayam Info Solutions Pvt Ltd)
02.2012 - 10.2014
Senior Call Center Representative
Firstsource Solutions Limited
11.2010 - 02.2012
Customer Service Representative
Sparsh Bpo Services Limited
08.2009 - 08.2010
Customer Service Associate
Bharat BPO Services Limited
11.2008 - 07.2009
High School Diploma -
Shyamnagar Kanti Chandra High School
01.2005 - 01.2006
High School Diploma -
Noapara Brahmamayee Vidyalaya
01.2003 - 01.2004