Santanu K Basu
Kolkata
Summary
Dynamic Team Manager with a proven track record at BT E-Serve Pvt. Ltd., excelling in performance evaluation and conflict resolution. Expert in employee training and process improvement, I fostered a collaborative environment that enhanced team productivity and customer satisfaction, achieving top performance metrics while driving strategic initiatives for operational excellence.
Overview
24
24
years of professional experience
Work History
Team Manager
BT E-Serve Pvt. Ltd.
Kolkata
06.2021 - Current
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Maintained accurate records of personnel files including payroll information; updated employee records upon changes in status or position.
- Developed and implemented strategies to improve team performance.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
Subject Matter Expert
BT E-Serve Pvt. Ltd.
Kolkata
03.2020 - 06.2021
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Offered one-on-one support for team members to drive continuous improvement.
- Analyzed key performance indicators to identify effective strategies.
- Maintained positive working relationship with fellow staff and management.
Subject Matter Expert
Wipro Ltd.
Kolkata
01.2007 - 03.2020
- Team Handling
- Coaching and Feedback.
- Performance Management.
- Process Improvement.
- Joined Wipro BPS in Jan 2007 as Technical Advisor for Dell and then moved to British Telecom, UK for its ISP Process and had met all client CPMs during my work time as an advisor.
- I achieved the highest C-Sat scores for 3 consecutive quarters while working for the Priority Care Desk.
- I have been a part of Engineer Reduction Squad Project and also a part of a Lean Project filed on the same.
- I was promoted as an SME in 2013 had worked for Help Teams for BT Consumer and also for the Complaints Team in Digital Care in BT Consumer Voice Process in Wipro DO&P, Kolkata.
- I have hands on experience in training both the frontline advisors and the back office case managers with the latest training packs and updating the entire floor with the changes in the process so that the entire work force is at par with the Client requirements.
- As a Technical Management Centre Representative, Client Interaction had been an integral part of my job role.
- Conducting regular sessions and coming up with new ideas and implementing them to overcome process barriers is my USP.
- I am FLM certified from Wipro and have hands on experience in running a team and meeting client parameters and SLAs.
Tele Sales Officer
X-PloreTech Services
Kolkata
01.2006 - 01.2007
- Consistently met the sales targets.
- Worked both for UK. & US process.
- Adhered to all quality norms of the company.
Senior Sales Representative
Reliance GSM Smart
Hooghly
01.2005 - 01.2006
- Expanded sales team from 5 to 15 representatives.
- Making the unit a profit centre.
- Expanded sales in the corporate sector.
Sales Executive
Reliance Infocom
Hooghly
01.2003 - 01.2005
- Increased regional Dankuni Rout RCV sales from INR. 5 lacs to INR. 10 lacs per month.
- Worked in all over Hooghly District from Mogra to Dankuni.
- Implemented proper rout plan in every market worked enhancing proper service to dealers.
MIS & Office Administration
Reynolds ( G. M. Pens )
Patna
01.2001 - 01.2003
- Looked after the entire billing process in Bihar.
- Maintained accounts in Tally & ACE 5.
- Forwarded claims & made all correspondence with the principal company.
Education
BCA - Computer Applications Development
Sikkim Manipal University
02-2018
HS -
West Bengal Board of Higher Secondary Education
B. C. College07-1989
ICSE -
St. Patrick’s
Asansol02-1987
Skills
- Customer service and contact centre management
- Team management
- Performance evaluation
- Conflict resolution
- Customer service
- Data analysis
- Employee training
- Project management
- Communication strategies
- Coaching techniques
- Onboarding programs
- Team building
- Change implementation
- Performance appraisal
- Performance coaching
- Corporate governance
- Succession planning
- Stakeholder management
- Employee engagement
- Performance tracking and evaluation
- Process improvement
- Escalation management
- Performance management
- Landline and broadband services
- Microsoft Office proficiency
- Procedure enhancement
- Training and development
Hobbies and Interests
- Listening to Music
- Playing table tennis
Contact
9330951947, 7980977486, santanuk.basu@bt.com, infosantanu@yahoo.com
Accomplishments
- Best Team Leader for the Q5 in the Year 2023-2024.
Timeline
Team Manager
BT E-Serve Pvt. Ltd.
06.2021 - Current
Subject Matter Expert
BT E-Serve Pvt. Ltd.
03.2020 - 06.2021
Subject Matter Expert
Wipro Ltd.
01.2007 - 03.2020
Tele Sales Officer
X-PloreTech Services
01.2006 - 01.2007
Senior Sales Representative
Reliance GSM Smart
01.2005 - 01.2006
Sales Executive
Reliance Infocom
01.2003 - 01.2005
MIS & Office Administration
Reynolds ( G. M. Pens )
01.2001 - 01.2003
BCA - Computer Applications Development
Sikkim Manipal University
HS -
West Bengal Board of Higher Secondary Education
ICSE -
St. Patrick’s
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