Summary
Overview
Work History
Education
Skills
Interests
Timeline
Languages
Disclaimer
Personal Information
Extra-Curricular Activities and Hobbies
Disclaimer
Personal Information
Generic
Sharmistha Banerjee

Sharmistha Banerjee

Team Leader Customer service and Operations
Bangalore,Karnataka

Summary

To work and perform with current and emerging technologies, making a substantial contribution by performing according to the expectations of the organization.

Overview

5
5
years of professional experience
2027
2027
years of post-secondary education
3
3
Languages

Work History

Team Manager

IFB Appliances Pvt Ltd
Bangalore
10.2024 - Current
  • Team management, handling of inbound and sometimes outbound (approximately 60-80 people), and time management.
  • Service Level (SL), Customer Satisfaction (CSAT), and Average Call Handling Time (ACHT) management.
  • Preparing AMC, CSAT reports and agent summary on a daily basis.
  • Call Audit and providing feedback to agents.
  • Conducting interviews daily and communicating with consultancies.
  • Uploading documents and completing the joining procedure for new joiners.
  • Conducting induction and soft skills training.
  • Handling senior management escalations.
  • Sales Drive
  • Member of the POSH committee.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

Sr. Customer Process Executive (Centralize Processing Center)

Infosys BPM Limited
Bangalore
09.2022 - 09.2024
  • Interacted with customers for various issues of the ITR Files.
  • Experienced to do work in pressure.
  • Handled surprise services from customers.
  • Solve very critical problems in pressure.
  • Skills in corporate field with the experience of customer service executive for last 3 years.
  • Updating daily report to the respective stakeholders.
  • Guidance provided to the relevant taxpayers regarding ITR filing.

Customer Care Executive (IT Filing in Income Tax Department)

Conneqt Business Solutions Limited
Bangalore
09.2021 - 09.2022
  • Handle 80 -100 calls daily, with inbound protocols and maintaining proper ACHT.
  • Guidance provided to the relevant taxpayers regarding ITR filing.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced customer complaints with proactive issue identification and resolution strategies.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Took ownership of customers issues to follow problems through to resolution.

Business Associate in Narayana Health Process (NH Process)

Altruist Technologies Pvt. Ltd.
Bangalore
06.2020 - 06.2021
  • Handle 150+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.
  • Handle customers escalation calls with maintaining all protocols.
  • Handle Outbound & Inbound process and maintaining Quality & AHT.
  • Assisting new colleagues on the process wherever it is necessary.
  • Worked on business objects to generate reports on revenue recognition.
  • Maintaining daily report and submit to seniors.
  • Creation of a checklist and a template on the basis of the criticality of a sub-process.
  • Engaged with customers to build business relationships.
  • Analyzed financial data to identify areas for improvement, implementing targeted strategies to enhance profitability.
  • Evaluated competitive landscape regularly to inform strategic planning decisions, leading to sustained business growth in dynamic markets.
  • Established strong partnerships with key industry stakeholders to expand business opportunities and drive company growth.

Education

MASTERS IN BUSINESS ADMISNISTRATION -

SYMBIOSIS

Bachelor of Arts (B.A) - undefined

Rabindranath Tagore University

Higher Secondary Education (Class - XII) - undefined

WEST BENGAL COUNCIL OF RABINDRA OPEN SCHOOLING

S.S.L.C (Class - X) - General

BOARD OF SENIOR SECONDARY OPEN EDUACATION DELHI
01.2013 - 01.2014

Skills

Interests

Listening songs , reading books

Timeline

Team Manager

IFB Appliances Pvt Ltd
10.2024 - Current

Sr. Customer Process Executive (Centralize Processing Center)

Infosys BPM Limited
09.2022 - 09.2024

Customer Care Executive (IT Filing in Income Tax Department)

Conneqt Business Solutions Limited
09.2021 - 09.2022

Business Associate in Narayana Health Process (NH Process)

Altruist Technologies Pvt. Ltd.
06.2020 - 06.2021

S.S.L.C (Class - X) - General

BOARD OF SENIOR SECONDARY OPEN EDUACATION DELHI
01.2013 - 01.2014

Bachelor of Arts (B.A) - undefined

Rabindranath Tagore University

Higher Secondary Education (Class - XII) - undefined

WEST BENGAL COUNCIL OF RABINDRA OPEN SCHOOLING

MASTERS IN BUSINESS ADMISNISTRATION -

SYMBIOSIS

Languages

English
Hindi
Bengali

Disclaimer

I hereby declare that all the statements made above are true and complete to the best of my knowledge and belief.

Personal Information

Date of Birth: 08/28/90

Extra-Curricular Activities and Hobbies

Reading story books, Arranging fun activities and team outings at office., Reading, Listening to music, Feeding animals, A New Cybersecurity Threat, Employee Privacy Training for Agents, Security New hire certification

Disclaimer

I hereby declare that all the statements made above are true and complete to the best of my knowledge and belief.

Personal Information

Date of Birth: 08/28/90

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Sharmistha BanerjeeTeam Leader Customer service and Operations