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 & ABILITIESundefined
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
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