Ratno Sanu Bhattacharya

• Managed the North Americas (NAM) region, overseeing a team of over 50 Technical Customer Support Associates for Palo Alto Networks
• Ensured service levels and operational metrics, including team- level KPIs, were consistently met
• Regularly monitored Customer Support Associates to identify areas for improvement
• Managed key metrics such as absenteeism and attrition to maintain team hygiene
• Analyzed team metrics and variances, developing action plans to address outliers at the campaign/site level
• Handled the hiring and sourcing of qualified Customer Support Associates
• Conducted DSAT analysis to follow up with customers, developing corrective measures and action plans, and presenting these to the client on a weekly basis
• Ensured adherence to performance metrics, escalation processes, quality compliance, shift scheduling, and schedule adherence
• Maintained the competence of Customer Support Associates by organizing technical upscaling and refresher training sessions
• Oversaw the performance management of associates and Leads within the team.

• Spearheaded the Pilot Ramp up of the project for Sutherland

Global Services, resulting in successful implementation and seamless transition for Spotify Global customer Service and

Artist Support

• Supervised and directed a team of 50+ members, ensuring efficient day-to-day operations
• Delegated tasks to team members and provided clear direction to ensure smooth workflow and accountability
• Conducted comprehensive training sessions to maximize team members potential, leading to a 20% increase in productivity
• Empowered team members with relevant skills to enhance their confidence, product knowledge, and communication skills, resulting in improved customer satisfaction and a 15% reduction in query resolution time
• Conducted quarterly performance reviews, providing constructive feedback and support, leading to a 10% increase in overall team performance
• Played a pivotal role in the company's growth by nurturing a

successful team, leading to a 25% improvement in customer satisfaction ratings

• Cultivated a positive and inspiring working environment, contributing to a 30% decrease in employee turnover.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

• Work closely with the customer support team, motivating and coaching them
• Resolving Escalations
• Hosting 1-2-1's and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Director
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Management to highlight operational risks and areas for improvement
• Lead and inspire a team of customer service supervisors to deliver excellent levels of individual/team performance and customer satisfaction

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Researched and corrected customer concerns to promote company loyalty.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Took ownership of customer issues and followed problems through to resolution.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Set up new accounts, established customer credit and set up payment methods.
• Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.

• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.