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 - 2014.04
MBA - Operations Management
SRI SRI UNIVERSITY
04.2016 - 2018.04
Skills
Project 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 - 2018.04
B.SC HHA -
INST OF HOTEL MANAGEMENT
01.2011 - 2014.04
Digital Relationship Manager
TELEPERFORMANCE (AXIS BANK)
8 2019 - 6 2020
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