Rounak Sarkar
Senior Custer Service Representative
Summary
Established SME/Lead in order management process, serving as the go-to resource for complex inquiries and challenges, and providing guidance to team members for effective decision-making along with finding better solutions through Six Sigma module.
Overview
6
6
years of professional experience
2
2
Certificates
Work History
Senior Customer Service Representative
THERMOFISHER SCIENTIFIC
07.2020 - Current
- Anchoring end-to-end order management, implementing Six Sigma methodologies, onboarding new hires, and preparing business intelligence reports.
- Mentored junior team members, contributing to their professional development and overall team success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Trained and directed new employees, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Streamlined customer service processes for increased efficiency and improved response times.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Digital Relationship Manager
TELEPERFORMANCE (AXIS BANK)
8 2019 - 6 2020
- Responsible for driving product acceptance, understanding customer requirements, and providing MIS reporting.
- Portfolio owner for Overdraft and Insurance products for the Kolkata region, responsible for driving product acceptance
- Understanding of customer requirement and assisting in choosing the most relevant product
- Customer and portfolio MIS reporting for the leadership on a regular basis
Senior Associate
SBI LIFE
05.2018 - 11.2018
- Procuring insurance business, closing new applicant cases, and sourcing insurance agents.
- Enabling and upselling SBI branch representatives for procuring insurance business to meet monthly targets
- Closing the new applicant case within the specified TAT by working with processing team
Education
B.SC HHA -
INST OF HOTEL MANAGEMENT
01.2011 - 04.2014
MBA - Operations Management
SRI SRI UNIVERSITY
04.2016 - 04.2018
Skills
Project Management
Teamwork and Collaboration
Problem Solving
MS-Office & Power BI
Organization and Time Management
Supervision and leadership
Team Management
Rewardsrecognition
Awarded Extra Miller Award
Awarded by US Partners for extra support
Certification
Six Sigma Yellow Belt
Timeline
Certified Scrum Master
09-2024
Senior Customer Service Representative
THERMOFISHER SCIENTIFIC
07.2020 - Current
Six Sigma Yellow Belt
07-2020
Senior Associate
SBI LIFE
05.2018 - 11.2018
MBA - Operations Management
SRI SRI UNIVERSITY
04.2016 - 04.2018
B.SC HHA -
INST OF HOTEL MANAGEMENT
01.2011 - 04.2014
Digital Relationship Manager
TELEPERFORMANCE (AXIS BANK)
8 2019 - 6 2020