Listening songs , reading books
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
Individual performance coaching
Influencing skills
Customer focus
Individual performance coaching
Interests
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