RashmiRanjan Mandal
Bhubaneswar
Summary
Dynamic associate manager with proven success in team leadership and operational efficiency. Skilled in performance management and training development, driving exceptional customer satisfaction and service delivery.
Overview
9
9
years of professional experience
Work History
Associate Manager
Sutherland Global Services Pvt Ltd
Hyderabad
2024.08 - Current
- Led team of 40 associates in chat process for e-commerce business, achieving alignment with client KRAs and organisational KPIs.
- Managed daily operations to deliver services efficiently, contributing to high levels of customer satisfaction.
- Led team meetings to discuss progress and address operational challenges effectively.
- Developed training materials to enhance staff knowledge and operational efficiency.
- Coordinated cross-functional communication between departments for seamless workflows.
- Monitored team performance and provided constructive feedback for development.
- Oversaw scheduling and resource allocation to optimize workforce productivity.
- Monitored customer complaints and provided timely solutions to improve customer experience.
- Ensured compliance with company regulations, laws, and safety standards.
- Created monthly reports to track progress on key initiatives and inform strategic decision-making.
- Conducted regular performance reviews with direct reports.
Assistant Manager of Operations
Concentrix Daksh India
Bhubaneswar
2023.09 - 2024.07
- Led a team of 150 consultants on voice processes managing a line of business according to KRA and business KPI, guiding 10 team leaders with 15 HC each.
- Participated in client daily, weekly, and quarterly business reviews for a line of business with 150 HC.
- Mentored team leaders to ensure successful completion of their assigned duties.
- Built strong relationships with all the stakeholders from Quality and Training teams to achieve and exceed KPI targets.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Served as the first level of escalation for consultants regarding performance and personal-related issues.
- Initiated ideas for continuous business improvements individually and collaboratively with the team.
- Received client appreciation and accolades for exceptional performance.
- Assisted with new hire processing and existing on-the-job training programs.
Team Leader
Tech Mahindra Limited
Visakhapatnam
2019.02 - 2023.07
- Led a team of 80 in the chat process to achieve performance levels aligned with business requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open, professional relationships with team members to resolve issues efficiently.
- Coached team members in customer service techniques, offering feedback and support to meet sales goals.
- Initiated continuous improvement ideas individually and collaboratively, supporting new hire processing and on-the-job training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Set up and calibrated machinery to meet specific production requirements like meeting business level performance targets and delivery targets.
Senior Customer Support Representative
Capita India PVT Ltd (Intl Process)
Bangalore
2018.06 - 2019.01
- Maintained accurate customer account records in billing software, ensuring data integrity for efficient billing processes.
- Responded to customer inquiries about billing issues and payment plans, facilitating timely resolutions and enhancing customer satisfaction.
- Processed utility billing statements for residential and commercial customers.
- Ensured compliance with regulatory standards in all billing processes.
- Investigated and resolved customer complaints regarding service or billing issues, improving customer experience and retention.
- Collaborated with departments to resolve discrepancies in account information.
Executive
Aegis Private Limited
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.
- Assisted numerous customers daily by providing friendly and efficient service.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
Digital Interaction Advisor
[24]7 Customer Private LTD( International Chat Process)
Bangalore
2016.09 - 2017.03
- Assisted customers through live chat to resolve inquiries and provide information.
- Leveraged CRM software to track customer interactions and manage support tickets, improving response time.
- Collaborated with team members to develop and refine customer interaction strategies, increasing customer satisfaction.
- Maintained knowledge of company products to effectively assist customers with their needs.
- Mentored new employees on best practices and customer care procedures, facilitating smoother onboarding and consistent service.
- Cross-trained and provided backup support for cross functional business
Education
Bachelor of Science - Mathematics Physics And Chemistry
Sri Jayadev College of Educational And Technology
Bhubaneswar2013-03
Skills
- Operations management
- Process improvement
- Performance monitoring
- Quality assurance
- Data analysis
- Reporting and documentation
- Customer relationship management
- Cross-functional collaboration
- Team leadership
- Employee training
- Conflict resolution
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Odia
Advanced (C1)
C1
Timeline
Associate Manager
Sutherland Global Services Pvt Ltd
2024.08 - Current
Assistant Manager of Operations
Concentrix Daksh India
2023.09 - 2024.07
Team Leader
Tech Mahindra Limited
2019.02 - 2023.07
Senior Customer Support Representative
Capita India PVT Ltd (Intl Process)
2018.06 - 2019.01
Executive
Aegis Private Limited
2017.03 - 2018.11
Digital Interaction Advisor
[24]7 Customer Private LTD( International Chat Process)
2016.09 - 2017.03
Bachelor of Science - Mathematics Physics And Chemistry
Sri Jayadev College of Educational And Technology