Shankhadeep Mahato
Senior Manager- Inside Sales, Telesales And Customer Support
Bengaluru
Summary
Versatile Senior Manager specializing in people management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
10
10
years of professional experience
18
18
years of post-secondary education
1
1
Language
Work History
Senior Manager- Inside Sales, Customer Support
Vahak
Bengaluru
05.2021 - Current
- Strategy & Leadership
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Produced staffing matrix to provide adequate coverage of department.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Provided strong leadership to enhance team productivity and morale.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Alongside also helping the other teams such as the product team, and data team to improve the user experience by timely doing insight callings
- Implementation of NPS and C-SAT
- Acting as a key member of the project team, facilitating requirements workshops, and documenting detailed functional, technical, reporting & data requirements
- Provide expert support to key stakeholders in managing systems and processes
- Lead and participate in discovery meetings with stakeholders and map out the scope for projects that meet business needs.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Identified cost improvement changes and cost savings plans to increase company savings.
Team Lead (Sr
Zilingo, Zilingo Funline Pvt Ltd
Bengaluru
04.2018 - 04.2021
- Spearheading a team of 250 customer service agents to formulate strategy & monitor tasks for optimizing efficiency Evaluating staff performance to identify and fulfill development requirements
- Conceptualizing & implementing staff training programs, in addition to preparing reference manuals Process Optimization & Compliance
- Preparing departmental budget while conceptualizing and implementing cost control initiatives
- Conducting surveys and deploying best practices to determine & disseminate customer service requirements Ensuring adherence to customer service policies and procedures by the following protocol
- Implemented improvements including a new CRM system and applications to consistently boost customer satisfaction Communication and Documentation
- Communicating the usage and benefits of products & services to customers
- Documenting reports to incorporate customer feedback & delivering presentations
- In charge of escalating customer service issues and analyzing data to enhance service levels & boost productivity
- Key Achievements
- Brainstormed & implemented an alternative ticket mechanism to reduce FCR
- Increased the NPS participation by implementing different strategies.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations.
Team Lead
Freshmenu.com, Foodvista India Pvt Ltd
Bengaluru
03.2016 - 03.2018
- Freshmenu.com is a leading food tech organization, currently catering to a number of tier-1 cities in India
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Ensured setting up a core team for the smooth functioning of Customer Support
- Divided the team into different LOB's to ensure timely response and resolution of incoming customer tickets
- Initiating a series of training programs to ensure that all employees are in sync with the modern-day CRM solutions to get a better hands-on experience and smooth transition
- Initiated process training to ensure all challenges are discussed and executives are well-versed with the process
- Leadership
- Evaluating staff performance M-O-M
- Curating training programs for BQ performers, to ensure better performance
- Key Achievements
- Project on staffing and scheduling to reduce abandoned calls and increase productivity
- Initiated Welcome Calling to new customers to offer a better experience post-sales
- Assisted the Knowledge Base program.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Held weekly team meetings to inform team members on company news and updates.
Floor Supervisor
Myntra.com, E-commerce Pvt Ltd
Bengaluru
07.2013 - 07.2015
- Customer Relationship Management
- Provided customer support in a challenging and high-pressure work environment
- Issue Resolution
- Committed to customer service by cultivating productive relationships, resolving complex issues & retaining customers Forged strategic alliances & partnerships with vendors to enhance customer acquisition
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Monitored sales floor and provided customer service to foster retention and loyalty.
- Delegated tasks to employees to enhance productivity and workflow.
- Collaborated with other departments to drive successful completion of assigned tasks.
Education
Bachelor of Arts - Journalism, Bio- Science
Jain University
Bengaluru, Karnataka 08.2010 - 05.2013
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Valley View School (CBSE)
Jamshedpur, Jharkhand 05.2007 - 05.2010
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Valley View School (CBSE)
Jamshedpur, Jharkhand 04.1995 - 05.2007
Skills
Revenue Maximization, Performance Monitoring, Risk and Cost Management, Analytical andundefined
Timeline
Senior Manager- Inside Sales, Customer Support
Vahak
05.2021 - Current
Team Lead (Sr
Zilingo, Zilingo Funline Pvt Ltd
04.2018 - 04.2021
Team Lead
Freshmenu.com, Foodvista India Pvt Ltd
03.2016 - 03.2018
Floor Supervisor
Myntra.com, E-commerce Pvt Ltd
07.2013 - 07.2015
Bachelor of Arts - Journalism, Bio- Science
Jain University
08.2010 - 05.2013
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Valley View School (CBSE)
05.2007 - 05.2010
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Valley View School (CBSE)
04.1995 - 05.2007
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