Pratyusha Roy
Assistant Manager - BPO
Kolkata
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
18
18
years of post-secondary education
1
1
Language
Work History
Team Leader Operations
Minacs Pvt. Ltd. / Concentrix Services India Private Limited
02.2015 - 02.2017
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Customer service associate
Tatwa BPO Ltd
02.2010 - 03.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained a high level of product knowledge, providing accurate information to customers.
Team Leader - Service Delivery
Tatwa BPO Ltd
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Handling Team of 15 ssociate and ensure their performance to improve productivity
- Implemented training programs to enhance the skill set of the team members, improving overall service quality.
- Managed resources efficiently to meet project requirements while minimizing costs and maximizing productivity.
- Incorporated best practices in service delivery management into daily routines, resulting in better decisionmaking.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Team Leader Operations
Tech Mahindra Ltd.
- Supervising a Team of 30+ employees and monitored projects to ensure progress
- Developed and implemented strategies to improve team performance and meet organizational goals
- Provided mentorship and guidance to team members, fostering a positive work environment and promoting professional growth
- Facilitated effective communication between team members and other departments, ensuring smooth coordination and collaboration
- Monitored and evaluated team performance, identifying areas for improvement and implementing appropriate training and development programs.
Assistant Manager
Tech Mahindra
07.2017 - 07.2023
- Managed and supervised a team of 6 Team Leaders including 80 FTEs
- Managed day-to-day operations of a team, ensuring efficient workflow and adherence to organizational goals, Evaluate employee performance and identify hiring and training needs
- Developed and implemented strategies to improve operational efficiency and productivity, resulting in cost savings and increased revenue
- Communicate with the clients and evaluate their needs
- Oversaw training and development programs for team members, enhancing their skills and performance
- Analyzed data and generated reports to track key performance indicators and provide actionable insights for decision-making
- Developed and implemented action plans for meeting performance goals.
Education
Secondary -
WBBSE
Higher Secondary - undefined
WBBHSE
BBA - Business Administration And Management
Intellectual Institute of Management & Technology
04.2001 - 04.2019
Skills
Interpersonal and communication skills
Employee Supervision
Analytical Skills
Business Growth Initiatives
Delegating Work
Problem-solving abilities
Performance Evaluation and Monitoring
Decision-Making
Process Improvements
Performance Tracking
Contact No
+91 9088649665
Profile Synopsis
Total 14 years of extensive experience in Customer Service Delivery with core competencies in Operation Management along with capabilities of, Client Management, Recruitment, Product Training and Production Floor Management, Quality Assurance.
Personal Information
- Date of Birth: 12/31/87
- Marital Status: Married
Timeline
Assistant Manager
Tech Mahindra
07.2017 - 07.2023
Team Leader Operations
Minacs Pvt. Ltd. / Concentrix Services India Private Limited
02.2015 - 02.2017
Customer service associate
Tatwa BPO Ltd
02.2010 - 03.2015
BBA - Business Administration And Management
Intellectual Institute of Management & Technology
04.2001 - 04.2019
Team Leader - Service Delivery
Tatwa BPO Ltd
Team Leader Operations
Tech Mahindra Ltd.
Secondary -
WBBSE
Higher Secondary - undefined
WBBHSE