Prosenjit Chatterjee

• Implemented innovative marketing campaigns to expand customer base and increase brand awareness.
• Conduct assessments and counseled clients regarding controls, risks, process issues and productivity inefficiencies.
• Implemented process improvement to shape organizational culture, optimize procedures for increased efficiency.
• Hiring talent.
• Negotiated favorable contracts with suppliers, resulting in reduced costs and improved product quality.
• Convincing talker, friendly and gregarious.

PEOPLE

• Safety above all – is chairperson of QDST (Quality Driven Safety Team).
• Align/impart behavioral & soft skills training to the team as and when required.
• Appraising subordinates/team members based on performances.
• Motivates individuals & team to take ownership of the goals & responsibility for their specific part.
• Develop team members through effective hiring, coaching, evaluative, performance feedback and guidance.

SERVICE

• Lead, implement and execute operational strategic initiatives and plans.
• Lead and part of projects (QDM – Quality Driven Management) that enhance People, Service, Profit philosophy of organization – being QDM apprentice.
• Responsible for consistent improvement of service quality along with strong focus during festive spike volumes (Big Billion Day Sales, Diwali Festival sale) etc.
• Responsible for all SLA's & TAT are maintained.
• Ascertain customer satisfaction and reduces client escalation by monitoring that the queries, issues & grievances are taken care of within timeline.
• Take overall responsibility for results but makes other accountable for their specific areas.
• Managing timely departmental workflow and productivity as well as enhance operational support staff experience and knowledge.

PROFIT

• Contract and Vendor management
• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
• Monthly accrual process is being taken care wherein recording of transactions and reporting diligently is ascertained thus preventing inaccurate financial performance reporting of function/business.
• Analyzing cost variance of employees and services.

• Maintaining positive relationships with customers by remaining organized and meeting deadlines.
• Leading service delivery team, managing conflict, and ensuring team's processes and tasks are carried out efficiently.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Strong customer service, project management, and quality control skills.

• Respond to customer calls and emails and answer questions about products and services.
• Decreased customer complaints or concerns.
• Log all contacts in customer database system accurately.

• Created and implemented new business opportunities by utilizing strategic networking strategies.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Assisted in driving revenue generation through effective lead nurturing strategies based on individual customer preferences and behaviors.
• Played a key role in enhancing brand reputation by addressing escalated customer issues promptly via the appropriate communication channels provided by our CRM system.

• Managed customer relations on ongoing basis to maximize customer retention.
• Maintained statistical database of customers using define software for types of customer complaints, resolutions offered by organization, and satisfaction rating by customer.
• Boosted overall satisfaction rates by proactively identifying potential problems and initiating corrective actions before they escalated into larger issues or complaints.
• Contributed to a positive work environment by maintaining open lines of communication with colleagues, sharing best practices, and collaborating on initiatives aimed at enhancing team performance.
• Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
• Participated in cross-functional teams tasked with improving organizational performance through better alignment between sales, marketing, operations, and customer service functions.

• Collaborated with cross-functional teams to identify new funding opportunities aligned with organizational priorities.
• Established robust planned giving program, diversifying revenue sources and providing long-term financial stability for organization.
• Established as key Counsellor to job profile and maximize profit to Centre.
• Responsible for front/back office operations.
• Placement Support.