RashmiRanjan Mandal
Customer Service And Operations Management
Bhubaneswar
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
5
5
years of professional experience
17
17
years of post-secondary education
Work History
Digital Interaction Executive
[24]7 Customer PVT. LTD. (International Chat process)
Bangalore
2016.09 - 2017.03
- Been a part of E-Commerce Non-voice process.
- Maintained energy and enthusiasm in fast-paced environment.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems for customers
- Worked with customers to understand needs and provide excellent service.
Customer Support Executive
2. AEGIS PRIVATE LIMITED COMPANY (International Process)
Bangalore
2017.03 - 2018.11
- Worked as a Customer care Senior Executive in a Public Record research for a Criminal Background verification process.
- Managed customer service effectiveness by monitoring performance and assessing self metrics.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Cross-trained and provided backup support for cross functional business
Customer Support Senior Executive
Capita India PVT. LTD. (International Process)
Bangalore
2018.12 - 2019.07
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Team Leader- Operations
TechMahindra Limited
Visakhapatnam
2020.02 - Current
- Led a team of 20 on chat process as per the KRA's and business KPI's ensuring them to achieve the performance levels as per the business requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Have initiated ideas for business continuous improvements from self and through team.
- Assisted with new hire processing and existing On job training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Participated in cross-functional team-building activities.
- Initiated timely response to emails, voicemails and written correspondence.
- Set up and calibrated machinery to meet specific production requirements like meeting business level performance targets and delivery targets
Education
High School Diploma -
Injana High School
Bhubaneswar 1995.06 - 2007.04
High School Diploma -
Acharya Harihara Mahavidyalaya
Bhubaneswar 2007.06 - 2010.03
Bachelor of Science - Mathematics
Sri Jayadev College Of Educational & Technology
Bhubaneswar 2010.06 - 2013.03
Skills
Operations management
Timeline
Team Leader- Operations
TechMahindra Limited
2020.02 - Current
Customer Support Senior Executive
Capita India PVT. LTD. (International Process)
2018.12 - 2019.07
Customer Support Executive
2. AEGIS PRIVATE LIMITED COMPANY (International Process)
2017.03 - 2018.11
Digital Interaction Executive
[24]7 Customer PVT. LTD. (International Chat process)
2016.09 - 2017.03
Bachelor of Science - Mathematics
Sri Jayadev College Of Educational & Technology
2010.06 - 2013.03
High School Diploma -
Acharya Harihara Mahavidyalaya
2007.06 - 2010.03
High School Diploma -
Injana High School
1995.06 - 2007.04
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