Rajat Kanti Banerjee
Bengaluru,Karnataka
Summary
Performance driven operations professional, with extensive experience in CRM implementation, Workflow Automation, Control Tower Operation and Support functions. Rich experience in leading multiple high performance teams.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Senior Manager Marketing
Narayana Hrudayalaya Hospital
02.2024 - Current
- Drive the Salesforce Business Values by automating agent workstreams and developing operational standards for the Contact Centre Team
- Added monthly revenue streams of Rs 1.5 cr by creating new booking capabilities for Laboratory Test Booking, Health Check Booking, Video Consultation with Doctor and Radiology Test Booking
- Initiated creation of an open source AI Chatbot for Doctor Appointment Booking - Beta testing underway in Google Ads Campaign, Google Business Page and Organization Website
- Co-Initiated Salesforce Marketing Cloud implementation and customer messaging journey creation for Surgery Cost Estimation, Pharmacy, Cross Consultation and Surgery Discharge
Senior Program Manager
BYJU’S (Think & Learn Pvt Ltd)
10.2022 - Current
- Designed and implemented BYJU’S Internal ERP suites including Order Management Systems and User Experience Systems
- Defined product features, specs, and user stories with various cross-functional teams to launch BYJU’S CRM Ecosystem (Salesforce, Freshdesk, and Freshchat)
Head – Support Operations & Control Tower
BYJU’S (Think & Learn Pvt Ltd)
02.2019 - 09.2022
- Built and Managed a high performing 56 member team to lead sales and post-sales support operations
- Built the entire payment systems support infrastructure to manage cancellations, refunds and assist the accounts team for reconciliation
- Led the Internal governance, fraud detection and risk mitigation program
Head - Operations
Curiositi Learning Solutions (Acquired By BYJUs)
04.2017 - 01.2019
- Leading the Warehouse Operations and Procurement functions for the company with a team of 10 people
- Increased warehouse efficiency to tackle 1.8X business increase YoY and boosted 10X B2C shipment, delivery and tracking by tieing-up with B2C focussed courier partners
- Led the creation of Customer Support channels & processes - Knowlarity & Zoho Desk, with 100% resolution within 48 Hrs
- Achieved 105% of B2B collection targets for the year 2018-19
Senior Operations Manager
Ace Creative Learning Pvt. Ltd
04.2015 - 03.2017
- Led the New Product roll out for B2B offering (eDUCATOR) scaling to 8500+ students and 35 schools with annual revenue run-rate of INR 7 Cr
- Launched B2C Product (dPAL) with 3500+ users
- Led UX enhancement projects resulting in 1.7X increased user engagement
Sales Analyst
Jockey India, Page Industries Ltd
06.2013 - 03.2015
- Responsible for S&OP planning along with Trade Engagement and Scheme budgets
- Helped design GTM plan to launch 3 new product lines of a value INR 102 Cr
- Designed consolidated dashboards for sales tracking improving productivity by 4.5%
Manager
Srei BNP Paribas
12.2008 - 03.2012
- Led special operations for 2 major projects launched under a Special Purpose Vehicle (Srei Sahaj e-Village Ltd) to execute critical government projects.
- Created the winning bid of Aadhar Project (UIDAI) in 6 states for 25 crore Indians with a Revenue impact for the company to the tune of INR 150 cr. Received The Special Contributor Award for Aadhar Project from the Government of India in 2011
- Created the winning bid of National Population Registrar (NPR) project for setting up implementation teams in 4 states amounting to a revenue of ~ INR 60 cr.
Education
B.Sc - Economics
Bhawanipur Education Society College, University of Calcutta
Kolkata, India 07.2002 - 05.2005
PGDBM - Finance & Marketing
IILM Graduate School of Management
New Delhi, India 07.2006 - 05.2008
Skills
- Team Building
Structured Thinking
Problem Solving
Timeline
Senior Manager Marketing
Narayana Hrudayalaya Hospital
02.2024 - Current
Senior Program Manager
BYJU’S (Think & Learn Pvt Ltd)
10.2022 - Current
Head – Support Operations & Control Tower
BYJU’S (Think & Learn Pvt Ltd)
02.2019 - 09.2022
Head - Operations
Curiositi Learning Solutions (Acquired By BYJUs)
04.2017 - 01.2019
Senior Operations Manager
Ace Creative Learning Pvt. Ltd
04.2015 - 03.2017
Sales Analyst
Jockey India, Page Industries Ltd
06.2013 - 03.2015
Manager
Srei BNP Paribas
12.2008 - 03.2012
PGDBM - Finance & Marketing
IILM Graduate School of Management
07.2006 - 05.2008
B.Sc - Economics
Bhawanipur Education Society College, University of Calcutta
07.2002 - 05.2005
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