Ricky Chakraborty
Customer Service Manager
Kolkata,WB
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Increase customer loyalty with proactive review and enhancement of internal processes to align with dynamic market conditions and integrate new strategies. Forward-thinking in enhancing training and mentoring programs to keep team agile and responsive to changing needs. Forward-thinking and analytical with industry-leading, multifaceted approach.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Customer Service Department Head
ABP eVentures Pvt Ltd
Kolkata, West Bengal
03.2020 - Current
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created customer support strategy to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Managed department call volume of 5000 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Devised and deployed successful approaches to retain customers and boost brand loyalty.
Senior Business Development Manager
Oravel Stay Pvt Ltd
Kolkata, West Bengal
10.2018 - 02.2020
- Contacting potential Hotels to establish rapport and arrange meetings.
- Strategic Planning and overseeing new marketing initiatives. Researching existing hotels and individuals property owner to find new opportunities.
- Increasing the value of current listed hotel understanding their P&L and adding new scope of business to their existing property.
- Analyzing existing market and developing new markets. Bringing new vertical to the existing hotel to maximize the revenue.
- Maintain the P&L of the hotels from our end and sharing the monthly report to the owner.
- Developing goals for the team and driving them to ensure that they meet the target.
- Assisting the hotels in doing recruitment of staff as per OYO Self Business standard, training and helping hotel managers to develop their skills.
- Taking care of the hotels inventory management, control shrinkage & total Loss of hotels and improve the profitability.
Cluster Manager
ABP PVT LTD
07.2014 - 10.2018
- Responsible for the overall budget and strategy for all shops within your cluster .
- Manage and resolve complex operational issues that arise across multiple sites.
- Work collaboratively with the Head of Retail and Retail Management teams making sure they are fully informed about Retail activities.
- Manage the performance of Shop Managers, Supervisors, Relief Shop Managers and Retail Administration staff through regular one to one, performance reviews and foster a culture of learning and development.
- Coach and develop Shop Managers to achieve excellent standards, results and best practice.
- Oversee resourcing of Shop Managers and Supervisors in cluster shops including adequate day off and holiday cover.
- Support the opening of new and refitted shops by ensuring merchandising, stocking and preparation is ready for the set opening date .
- Conduct mandatory health and safety and maintenance checks in all cluster shops, reporting issues or concerns to the Head of Retail .
- On call for all cluster shops at the weekend on a rotational basis.
Senior Sales Executive
MakeMyTrip.Com
10.2011 - 06.2014
- Taking care of outbound travel queries generating from walk in guest at retail outlet.Understanding traveller needs and crafting their travel plan accordingly.
- Taking rate and itinerary from the outbound service provider and different OTA like GTA,RED APPLE,STA TRAVEL,HOTEL.COM etc.Meeting sale target and delivering maximum net revenue.
Hotel Operation Trainee
Ista Hotels, IHHR Hospitality Pvt Lts
06.2009 - 10.2011
- Worked in 4 major department of the hotel under the management training program.After completion of training the started working as sale coordinator of hotel sales department .
Education
MBA - Business Administration on marketing
SCDL
09.2009 - 09.2011
Bachelor Degree - HOTEL MANAGEMENT AND CATERING TECHONOLOGY
West Bengal university of technology
01.2005 - 01.2009
Skills
Relationship building and management
Quality control
Key decision making
Strategic planning
Business development and planning
Staff Management
Relationship building and rapport
Revenue Generation
Performance metrics
Sales expertise
New Business Development
Customer Relations
Self-motivated professional
Training & Development
Teambuilding
Report preparation
Complaint resolution
Business Development
Inventory management
Budget development
Recruitment
Effective leader
Additional Information
- ACHIVEMENTS , Best student of the year 2007 at college.
- Best Employee Award at Ista Hotels,Pune .
- Star Cluster Manager at ABP PVT LTD for the year 2017-2018,
Timeline
Assistant Customer Service Department Head
ABP eVentures Pvt Ltd
03.2020 - Current
Senior Business Development Manager
Oravel Stay Pvt Ltd
10.2018 - 02.2020
Cluster Manager
ABP PVT LTD
07.2014 - 10.2018
Senior Sales Executive
MakeMyTrip.Com
10.2011 - 06.2014
MBA - Business Administration on marketing
SCDL
09.2009 - 09.2011
Hotel Operation Trainee
Ista Hotels, IHHR Hospitality Pvt Lts
06.2009 - 10.2011
Bachelor Degree - HOTEL MANAGEMENT AND CATERING TECHONOLOGY
West Bengal university of technology
01.2005 - 01.2009