Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

RHITABRATA BASU

KOLKATA

Summary

Versatile Client Relation Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks. Having expertise on resolving issues within set time limits to maximize customer satisfaction. Excels at building client loyalty and generating repeat business opportunities.Proven experience implementing large-scale client service processes.Known for having great organizational skills. Gifted at working with all types of clients.Hardworking employee with client service, multitasking, and time management abilities. Devoted to giving every client a positive and memorable experience. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Looking for a new role where hard work and dedication will be highly valued.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Relation Manager

OMNI CONSULTANTS CONSORTIUM PVT.LTD
KOLKATA
04.2015 - Current
  • Analyzed data from CRM systems to identify trends in clients service needs.
  • Conducted regular performance reviews with team members to ensure quality standards were met.
  • Developed and implemented clients relations policies and procedures.
  • Created reports summarizing clients feedback and complaints for management review.
  • Developed strategies for improving the overall quality of the clients experience.
  • Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
  • Coordinated with other departments to ensure that all necessary information was shared with clients promptly and accurately.
  • Provided advice on best practices when dealing with dissatisfied clients.
  • Developed strong relationships with clients to ensure satisfaction and loyalty.
  • Conducted regular staff meetings to discuss clients feedback, complaints, and suggestions.
  • Facilitated team discussions about ways to improve the company's overall approach to managing client relations.
  • Analyzed clients feedback data to identify areas for improvement in products or services.
  • Cultivated impactful relationships with clients and drove business development by delivering product knowledge.
  • Consulted with clients to resolve service and billing issues.
  • Upheld privacy and security requirements for clients information.
  • Informed clients about billing procedures, processed payments, and provided payment option setup assistance.
  • Addressed inquiries from clients and department team members.
  • Delivered solution-based strategies to clients to solve pending issues on accounts.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Drove client escalations to resolution by engaging directly with clients.
  • Established and maintained CRM databases, ensuring data accuracy and compliance.
  • Provided exemplary level of service to clients to extend relationships for future business opportunities.
  • Implemented clients feedback mechanisms to gather insights and improve service delivery.
  • Addressed clients questions and concerns regarding products and services.
  • Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
  • Developed personalized communication plans for high-value clients to enhance engagement.
  • Prepared and presented regular reports on client relationship activities and outcomes to senior management.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved clients inquiries and complaints requiring management-level escalation.
  • Produced thorough, accurate and timely reports of project activities.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Build-up professional relation with new & existing clients.
  • Follow-up with for queries with the clients to complete job and its requirements.
  • Follow-up for new job with existing & new clients.
  • Follow-up for delivery of completed jobs to clients.
  • Follow-up for due payments from clients.
  • Maintained a secure confidential client data & client database.

Customer Care Associate

WIPRO BPO
KOLKATA
11.2014 - 04.2015
  • Maintained up-to-date knowledge of company products and services.
  • Provided client service through live chat, email and phone support.
  • Resolved clients issues in a timely manner.
  • Responded promptly to emails, chats and other forms of communication.
  • Assisted clients with product inquiries and complaints.
  • Participated in team meetings to discuss best practices for handling calls.
  • Utilized problem solving skills to efficiently resolve conflicts.
  • Advised clients on how to use products correctly or get the most out of them.
  • Performed troubleshooting to diagnose and resolve technical problems.
  • Educated clients about the features and benefits of products.
  • Handled escalated clients concerns in a professional manner.
  • Followed up with clientss to ensure satisfaction with resolution.
  • De-escalated clients issues with proven conflict mediation and problem-solving abilities.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Promptly responded to clients inquiries and resolved complaints to promote loyalty.
  • Delivered client support to high call load each shift.
  • Kept clients and system account information accurate and current to support timely resolutions for concerns.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Interacted with clients to provide and process information in response to inquiries, concerns and requests about services and products.
  • Increased client satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted high client satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with clients to understand needs, resolve issues and answer product questions.

Education

HIGHER SECONDARY - Commerce

Sudhir Memorial Institute (CBSE)
KOLKATA
01-2008

Skills

  • Account Services
  • Data Analytics
  • Reports Generation
  • Strategic Thinking
  • Process Improvement
  • Decision-Making
  • Service Billing Arrangements
  • Customer Service
  • Business Operations
  • Customer Relationship Management
  • Customer Needs Assessment
  • Customer Surveys
  • Workload Management
  • Project Management
  • CRM Software
  • Business Retention
  • Problem-Solving
  • Cross-Functional Communication
  • Account Updates
  • Strong leadership
  • File Maintenance
  • Business Development
  • Data Entry
  • Paperwork Processing
  • CRM Tracking
  • Attention to Detail
  • Cultural Sensitivity
  • Quality Assurance
  • Customer Development Planning
  • Strong Work Ethic
  • Customer Complaints Escalation
  • CRM software proficiency
  • Account Management
  • Policy administration
  • Business Administration
  • Project Planning
  • Emergency Response
  • Team Collaboration
  • Interpersonal Relations
  • Negotiation
  • Scheduling and Coordinating
  • Excellent Communication
  • Multitasking
  • Positive Attitude
  • Work Planning and Prioritization
  • Strategic Planning
  • Self Motivation
  • Managing Operations and Efficiency
  • Needs Assessment
  • Business Planning

Certification

  • Ms Windows, Visual Basic 6.0, Structure Query Language (SQL), Introduction to Oracle (RDBMS) from LPCS.
  • Assessment & Certification on Bluetooth from NIIT.
  • Introduction to Oracle 9i-SQL from NIIT.
  • Introduction to Windows 7 from NIIT.
  • Infoedge : Certificate of Competency in Computing from NIIT.

Computer Activities :

  • Computer Fundamentals (Ms Word, Ms Excel, PowerPoint, E-Mailing).
  • Internet Surfing.

Languages

English
First Language
Bengali
Proficient (C2)
C2
Hindi
Beginner (A1)
A1

Timeline

Customer Relation Manager

OMNI CONSULTANTS CONSORTIUM PVT.LTD
04.2015 - Current

Customer Care Associate

WIPRO BPO
11.2014 - 04.2015

HIGHER SECONDARY - Commerce

Sudhir Memorial Institute (CBSE)

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RHITABRATA BASU