Shankhadeep Mahato
Bengaluru
Summary
Senior management professional with an overall experience of over 11 years bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Manager- Key Accounts
Kapture CX
07.2024 - Current
- Managed a portfolio generating $5.5 million in yearly revenue, enhancing client retention and satisfaction through proactive communication and performance tracking.
- Managing escalations and resolving complex technical support issues for Kapture CX products, elevating customer service excellence and experience
- Executing consulting projects by aligning deliverables with customer needs and timelines, optimizing client value and operational efficiency
- Conducting comprehensive training for Premium Support customers on product features, ensuring optimal product usage and customer success.
- Drove Agile project delivery by conducting sprint planning, backlog refinement, and weekly status meetings
- Collaborating with cross-functional teams to create and optimize customer success plans, boosting retention, satisfaction, and long-term partnerships
Senior Manager- User Experience & Inside Sales
Epictus Solutions Pvt. Ltd (Vahak.in)
05.2021 - 07.2024
- Enhanced daily online payment transactions from ₹50,000 to ₹1.5 crore by refining user engagement strategies.
- Successfully integrated VaaS (Value as a Service) by collaborating with product teams to design a tailored workflow, leading to its seamless induction into the application
- Led inside sales team to achieve 125% productivity while maintaining an attrition rate below 5%, surpassing targets and enhancing team efficiency.
- Directed the creation of a new enterprise product for spot logistics by conducting comprehensive requirement analysis & prioritizing key product enhancements
- As a Program Manager, facilitated the seamless integration of Vahak with Yes Connect, taking client requirements into account and ensuring the application was tailored to meet specific needs, thereby enhancing user engagement and driving business outcomes
- Developing & executing detailed project plans in collaboration with internal stakeholders and delivery teams (Development & QA), resulting in clear project scope, successful task assignments
- Defining critical milestones and highlighting project dependencies, ensuring alignment and timely delivery throughout project phases
- Tracking roadblocks and devising solutions, consistently meeting target dates for resolution and enhancing team efficiency
- Creating accurate project timelines that facilitate the completion of tasks within established parameters, contributing to on-time project delivery
- Coordinating team priorities set by the Product team, securing team commitments through collaboration with Engineering Managers and Scrum Masters
- Leading weekly status meetings with stakeholders, communicating project status, risks, and challenges, fostering transparency & proactive problem-solving
- Preparing and distributing comprehensive weekly status reports to all internal stakeholders, ensuring consistent communication of project progress
- Leading daily scrum calls to identify and address blockers, empowering the team to overcome challenges swiftly and maintain project momentum
Team Lead
Zilingo Funline Pvt Ltd (Zilingo.co.sg)
04.2018 - 05.2021
- Implemented strategies that successfully reduced customer touchpoints, streamlining the customer experience and improving efficiency
- Collaborated with development teams to deliver high-quality product enhancements and ensure seamless project integration
- Drove global growth in the B2B SaaS sector across the U.S., European, Arab, and Southeast Asian markets by understanding the diverse needs of clients and delivering tailored SaaS solutions
- Collaborated with clients to define their requirements, and delivering tailored SaaS solutions
- Collaborated with the central team to evaluate the product vision, managing product releases & demos to showcase key metrics & the success of new features.
Team Lead
Foodvista India Pvt Ltd (Freshmenu.com)
03.2016 - 04.2018
- Managed team expansion from6 to33 members over two years, implemented strategic onboarding processes for ensuring seamless integration
- Demonstrated and promoted high customer service standards, instilled a culture of excellence and accountability among team members
- Designed and implemented comprehensive training initiatives that addressed operational challenges and streamlined processes
- Provided consistent coaching and mentorship to team members, drove performance improvement through tailored feedback
Floor Supervisor
Myntra Designs Pvt Ltd (Myntra.com)
07.2013 - 07.2015
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Evaluated work of 20 floor employees to improve performance.
Education
Bachelor of Arts - Journalism & Psychology
Jain University
Bengaluru04.2013
Skills
Core Skills: Program Management, Business Analysis, Delivery Management, RISK Mitigation, Change Management, Process Improvement & Optimization, Stakeholder Management
Soft Skills: Communication, Leadership, Global Team Handling, Problem Solving, Data-Driven, Prioritization Adaptability, Strategic Planning, Cross-Functional Team Leadership
Technical Skills: JIRA, Confluence, AGILE Methodology, SCRUM, SDLC, SPRINT review and planning
Tools: Salesforce, Zendesk, Freshdesk, HubSpot, Kapture, ORACLE, MS-Office, integration and automations
Certification
Professional Development Studies:
- CAPM® Certification Course
- Business Analysis Basics
- AI Tools & ChatGPT workshop
Timeline
Senior Manager- Key Accounts
Kapture CX
07.2024 - Current
Senior Manager- User Experience & Inside Sales
Epictus Solutions Pvt. Ltd (Vahak.in)
05.2021 - 07.2024
Team Lead
Zilingo Funline Pvt Ltd (Zilingo.co.sg)
04.2018 - 05.2021
Team Lead
Foodvista India Pvt Ltd (Freshmenu.com)
03.2016 - 04.2018
Floor Supervisor
Myntra Designs Pvt Ltd (Myntra.com)
07.2013 - 07.2015
Bachelor of Arts - Journalism & Psychology
Jain University
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