Rakesh Samanta
Ahmedabad,India
Summary
Hardworking team player with strong organisational skills. Achieves company goals through exceptional planning and prioritisation. I am well organised and have enough willpower to do any kind of work that is assigned to me. To pursue a challenging career in an organisation that offers me an opportunity to grow. Results-driven team leader with a strong administrative background. Evaluate and improve team performance with a proactive mindset. Consistently enforces policies and tackles process inefficiencies.
Overview
16
16
years of professional experience
15
15
years of post-secondary education
Work history
Customer Support Manager
1Win
Remote
11.2023 - Current
- Created and submitted progress reports to upper management.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Assessed employee performance on a weekly basis and implemented corrective actions.
- Delivered new-hire training and mentored established staff on processes and procedures.
- Resolved team conflicts and assisted with identified problems to maintain a sense of teamwork.
- Lead and manage a team of online chat and call service representatives to ensure all customer inquiries are answered in a timely and accurate manner.
- Set office policies and procedures to keep team members coordinated.
- Maintained high standards of accuracy and quality to maintain client satisfaction.
- Enforced clerical team compliance with industry best practices and internal policies.
Team leader - service delivery
Medusind Solution
Ahmedabad
04.2009 - 03.2024
- Downloading the Work from the Client System (OpenDental/Dentrix/Eiglesoft/ECW software).
- Dental/Medical Insurance Verification/Claims process and protocol
- Handling and solving the queries of team members.
- Sending daily, weekly, and monthly reports.
- Handling the Ahmedabad and Chennai teams.
- Giving updates and feedback to the team based on client requirements.
- Client Interaction.
- Preparing the agenda and minutes of the meeting.
- Motivate and inspire the team members to achieve the goal.
- Providing training to new team members.
- Preparing process manuals and documents.
- Managing the day-to-day activities of the team.
- Motivating the team to achieve organizational goals.
- Developing and implementing a timeline to achieve targets.
- Conducting training for team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Creating a pleasant working environment that inspires the team.
Country lead
Mostbet
Remote
03.2022 - 10.2023
- Lead and manage a team of online chat service representatives to ensure all customer inquiries are answered in a timely and accurate manner.
- Develop and implement procedures and guidelines to ensure customer service excellence.
- Monitor and review the quality of customer service delivered by the team.
- Identify areas for improvement and develop strategies to enhance customer service.
- Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Analyse customer feedback and identify trends in customer complaints and inquiries.
- Provide reports to management on customer service trends and performance.
- Ensure customer inquiries and complaints are handled appropriately and in accordance with company policies.
- Track customer satisfaction and implement strategies to improve customer service.
Customer service executive
Azure Knowledge Centre
Ahmedabad
02.2008 - 03.2009
- Dialling for UK Mortgage, 3G Network, UK Debt Management, and Refinancing.
- Dialling for Australia and Canada Mortgage and Refinancing.
Education
Secondary School Certificate Examination -
Nanji Kalidas DAV Public School
Veraval 03.1994 - 03.2004
Higher Secondary School Certificate Examination - Accounting
Ambuja Vidya Niketan
Ambuja Nagar 03.2005 - 03.2006
Advance Diploma in Operation Management - Business Management
National Institute of Business Management & Techno
Delhi 01.2009 - 01.2010
Bachelor of Commerce - Accounting
Kalinga University
Raipur, Chhattisgarh 07.2014 - 06.2017
Skills
- Excel proficiency
- Call centre operations
- Adherence to high customer service standards
- Customer Relationship Management Software (CRM)
- Effective workflow management
- Customer service
- Exceptional telephone etiquette
- Employee management
- Product knowledge
- Excellent time management skills
- Process improvement specialist
- Technical support
- Quality Assurance and Control
- Team management
- Time Management
Languages
English
Fluent
Hindi
Fluent
Bengali
Native
Gujarati
Fluent
Timeline
Customer Support Manager
1Win
11.2023 - Current
Country lead
Mostbet
03.2022 - 10.2023
Bachelor of Commerce - Accounting
Kalinga University
07.2014 - 06.2017
Team leader - service delivery
Medusind Solution
04.2009 - 03.2024
Advance Diploma in Operation Management - Business Management
National Institute of Business Management & Techno
01.2009 - 01.2010
Customer service executive
Azure Knowledge Centre
02.2008 - 03.2009
Higher Secondary School Certificate Examination - Accounting
Ambuja Vidya Niketan
03.2005 - 03.2006
Secondary School Certificate Examination -
Nanji Kalidas DAV Public School
03.1994 - 03.2004
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