Soumitra Chakraborty

Over 15 years of experience in Contact center Operations, Offer Solutions to customers for enhance productivity to serve experience and improved KPI trend. End to End responsibility of Contact center process, specialized to create Inbound, Outbound, non-voice programmed contact center, with a great area of Interest to create effective training modules which can enhance overall customer experience. Expertise and skilled in Manpower Planning, resource Planning, Revenue enhancement, project improvement initiatives and projects. Team player with great learning aspirant from team, believe in creating role models by upgrading skill

• Father's Name: Mr. Samir Chakraborty
• Date of Birth: 02/04/89
• Gender: Male
• Marital Status: Married

• Jet Airways, Ground Staff, Lucknow
• G.M.R, Customer Care Executive, Delhi

• Hansa Direct Pvt. Ltd, Explore new technology and Automation and Implementation within the process. Enhancing CX operations and customer experience through Process correction and Automations. Responsible for translation of new client/Business onboarding. Ensuring financial targets and making center cost effective. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses. Summarize, collect and analyze call center trends and data for regular performance reports. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Fusion BPO services, Taking care of operation for Howrah center with HC capacity of 1000+. Driving Revenue targets, Margins, HC planning, Infra. Responsible for achieving revenue goals for the center. Ensuring to meet all the KPI'S for the said agreement. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Establish a high standard for productivity, quality, customer service as well as define user guidelines. Develop company systems for customer interaction and voice response and control the implementation process. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures. Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses. Summarize, collect and analyze call center trends and data for regular performance reports. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Inthree Access Pvt. Ltd. (BOON BOX), Taking care of Pan India customer support operations for Boon Box. Managing several activities as Precalling order confirmation, Post-delivery call, inbound call, Demo and installation support. Also taking care of various escalations from other function like Sales, Warehouse, Sourcing, Delivery team. Taking care of entire training module and QA module for East. Process designing for on TAT delivery and smooth operations. Taking care of customer concern with co-ordination of different department of the company.
• Sulekha.com new media Pvt. Ltd. (SULEKHA.COM), Taking care of service operation for Kolkata branch active customer base of 5000+ accounts. Monitoring proper process flow and quality sales from Branch. Working on Churn percentage and Non-renewal accounts to get the maximum win back. Handling escalation from HO to branch and assuring proper closure of the same. Provide supervision and maintain strict quality and quantity control in the concessions & Manage competitive SPH ensuring staff focus towards aggressive selling. Taking care of customer concern with co-ordination of different department of the company. Handling CMS tickets and ensuring closure within TAT. Also working of reduction of Service partner complaint by 12% in FY 2017-2018. Ensuring proper activation process implementation coordination with Branch. Working on Refund complaint and achieved lowest refund from branch Pan India. Extended support to other Branch for training and escalation like New Delhi, Ahmedabad. Conduct briefings, training to team members in Branch. Prepare report and customer data management to be shared to HO. Taking care of walk-in Service partner in Branch. Meeting with Service partner in periodically at their business points. Regular activity to track category performance across region.
• Inox Leasure Ltd. (INOX), Execution of standard operating process of the multiplex. Team & roster management. Maintaining high standard process to maintain the quality of Cinema Experience. Achievement of targets as per the given sales volume. Provide supervision and maintain strict quality and quantity control in the concessions & Manage competitive SPH ensuring staff focus towards aggressive selling. Taking care of customer concern with co-ordination of different department of the company. Drive promotional activity to increase walk-in & sales of the Box office. Stock management with proper supply chain management. Ensuring world class customer service experience at the Cinema. Ensuring minimum food cost variance of the Refuel. Conduct briefings, share targets & updates with team members. Ensures that facility and equipment are maintained to company standards on a day-to-day basis. Ensures health and safety compliance, and company safety and security policies are met.
• Jubilant food works (Domino's Pizza), Execution of standard operating process of the store. Team & roster management. Maintaining high standard process to maintain the quality of food items. Achievement of targets as per the given sales volume. Ensuring maximum ROI for financial transaction as per company. Taking care of customer concern with co-ordination of different department of the company. Drive promotional activity to increase walk-in & sales of the store.