Manas Das
Kolkata
Summary
Accomplished Assistant Manager at Wipro Ltd with expertise in strategic planning and team building. Enhanced operational efficiency by implementing process improvements, resulting in a 15% increase in productivity. Adept at quality control and customer relations, driving performance management and fostering a collaborative workplace culture. Proven track record in achieving business goals through effective communication and leadership.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Wipro Ltd
Kolkata
04.2015 - Current
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Reviewed completed work to verify consistency, quality, and conformance.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed business performance data and forecasted business results for upper management.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Communicated regularly with customers to gain insights into their needs.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Established processes for monitoring customer satisfaction levels.
- Maintained up-to-date knowledge of company products and services.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned work and monitored performance of project personnel.
- Implemented quality control measures to uphold company standards.
- Collaborated with management on developing strategic plans for achieving business goals.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
Quality Analyst
Serco BPO pvt ltd
Kolkata
07.2012 - 04.2015
- Implemented corrective actions when necessary to improve overall product quality.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Conducted root cause analysis to investigate the source of problems in production process.
- Provided thorough documentation on all quality control activities and results.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
Education
High School Diploma -
Kodaliya Agapure Boy's High School
Kolkata06-2007
Skills
- Team building
- Quality control
- Data analysis
- Customer service
- Performance management
- Process improvement
- Operational planning
- Conflict resolution
- Effective communication
- Time management
- Strategic planning
- Staff management
- Employee performance evaluation
- Customer relations
- Goal setting
- Customer relationship management (CRM)
- Customer service and satisfaction
- Employee supervision
- Performance evaluation
- Performance reviewing
- Process improvement strategies
Languages
Bengali
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Certification
- Certified as Lean Practitioner
- Certified as CI project Practitioner
- Telecom Academy
- PMP Certified
Accomplishments
- Closed 2 Lean projects as Project Leader while giving 120k USD financial benifit to the organisation through volume reduction
- Closed 1 Six Sigma project as a team member
- Closed 3 CI project as a project leader to optimise FTE through AHT reduction and waste elimination
Timeline
Assistant Manager
Wipro Ltd
04.2015 - Current
Quality Analyst
Serco BPO pvt ltd
07.2012 - 04.2015
High School Diploma -
Kodaliya Agapure Boy's High School
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