SHARMISTHA MAJUMDAR
Client Experience Customer Service Operations Professional
New Delhi,DL
Summary
Accomplished Client/Customer Experience professional with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
28
28
years of professional experience
16
16
years of post-secondary education
Work History
Vice President
DELHIVERY LIMITED
12.2021 - Current
- Integrating SO CS and Delhivery CX – Structure / Teams / Functional – Cross Functional Process
- Developed and implemented performance improvement strategies and plans to promote continuous improvement. Initiated productivity and performance improvements through continuous trainings/audits, automation leading to cost saving of 40 million annually
- Collaborate with Cs Engineering and analytics teams to enhance performance
- Set up process audit for various customer service processes
- Align CS structure to business structure and requirement.
Director
SPOTON Logistics Pvt Limited
01.2012 - 11.2021
- Customer Service
- Managed the separation process across functions between TNT and SPOTON after the take over of the Domestic Road Express Business of TNT by IEP
- Set up the Customer Service function for SPOTON
- Designed and mplemented Customer Service and Cross Functional Processes
- Part of the Senior Management Team responsible for strategic initiatives for the business
- Integral part of the turn around team leading SPOTON to profitability
- Design implement and monitor training and development initiatives for the team
- Spearheading various projects of customer service for productivity and efficiency enhancements/ Complaint Management / Proactive information to customers on various exceptions through AI/ ML& RPA
- Conceptualised designed and implemented CRM tool to manage daya to day functioining of Customer Service
- Designed implemented launched and managed CSAT Program for the organization
Regional Customer Service Manager
TNT India Pvt Ltd
05.2007 - 12.2011
- Implemented the business unit customer service strategy and operating plan within the contact centre for the region
- Managed customer service for 2.4 billion of revenue spanning over 4000 customers
- Ensure compliance to recruitment procedures with Human Resources
- Through coaching and training ensure customer service staff is equipped with the right skills , knowledge, competencies
- Implement challenging but achievable reward and recognition schemes in conjunction with Country Director, Customer Service
- Led a team of 56 Customer service personnel for North Region
- Enhanced the telephony service levels from 78% to 96%
- Resource Management of contact cent through effective resource allocation and utilization , based on the customer / business requirements
- Ensure correct implementation of new and existing customer service structures/ policies & processes.
MANAGER RELATIONSHIP MARKETING
SCHOLASTIC INTERNATIONAL
02.2006 - 04.2007
- Strategising and implementing marketing activities that would enable to meet the revenue targets MOM and YOY
- Business development in the region by exploring and establishing untapped markets
- Facilitating customer feedback on product and educational trends so as to aid product development
- Spearheading special campaigns as a means to improve specific product revenues
- Presentations and proposals for developing Educational resources at the customer’s end
- Directing a team of sales and marketing executive
- Designing various Promotional Campaigns in line with the activities that the schools focus on in a school year
- Sales Forecast and Planning
- Recruitment,Training and development.
REGIONAL MANAGER CUSTOMER SERVICE
01.2004 - 01.2005
- Responsible for development and management of Customer Service functions for the entire Northern region
- Managed the monitoring, tracking & tracing Export / Import Shipment
- Managed Claims and Complaints of International Export & Import shipment
- Proactively developing, enhancing and monitoring various customer service processes across the region in accordance with the objectives of the organisation
- Handling Recruitment, training and development of Customer Service personnel
- Conceptualised designed and implemented the concept of Key Account Management for the northern region which was thereafter implemented across all regions
- Growth of revenue from Key Accounts was 33% YOY
- Monitoring and analyzing the Moments of Truth cycle in close coordination with external agencies like IMRB
- Managed various profiles within customer service function from
Managed Various Customer Service Roles
Blue Dart Express Limited
New Delhi
12.1992 - 01.2003
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Delivered services to customer locations within specific timeframes.
Education
POST GRADUATE DIPLOMA - BUSINESS ADMINISTRATION
Symbiosis Institute of Management
Pune, MH 07.1998 - 07.2000
B.A Eng (Hons) -
Kamla Nehru College University of Delhi
New Delhi India 07.1989 - 07.2003
Skills
SKILLS & ABILITIESExcellent understanding of organizational flowStrong interpersonal SkillsImpeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting Excellent written and verbal communication skillsAbility to handle high-level client interactionsExcellent leadership and managerial capabilities, including the ability to listen with an open mind and resolve conflicts within the function and across functionsContinous improvementAdept in building functional and cross functional processes
Designing service processes alignment with business requirements
Accomplishments
- Significantly enhanced Customer Service ( CSAT score improved from 76% to 96% over a span of 3 years)
- Reduced cost of CS consistently while improving the quality of customer service (Krishna to get back )
- Presently managing Customer service for 18 Billion of Revenue spanning over 25000 customers
- Successfully integrated a team of 329 CS team members for B2B business of Delhivery Limited
Timeline
Vice President
DELHIVERY LIMITED
12.2021 - Current
Director
SPOTON Logistics Pvt Limited
01.2012 - 11.2021
Regional Customer Service Manager
TNT India Pvt Ltd
05.2007 - 12.2011
MANAGER RELATIONSHIP MARKETING
SCHOLASTIC INTERNATIONAL
02.2006 - 04.2007
REGIONAL MANAGER CUSTOMER SERVICE
01.2004 - 01.2005
POST GRADUATE DIPLOMA - BUSINESS ADMINISTRATION
Symbiosis Institute of Management
07.1998 - 07.2000
Managed Various Customer Service Roles
Blue Dart Express Limited
12.1992 - 01.2003
B.A Eng (Hons) -
Kamla Nehru College University of Delhi
07.1989 - 07.2003