Shayak Ghosh
Customer Service Professional
Kolkata
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sales Consultant
Isuzu Motors ( Jayshree Autotrade - Authorised Dealership )
08.2025 - Current
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Responded to telephone and in-person requests for information.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
Training & Development Manager
Premier Carworld Pvt. Ltd. (Maruti Suzuki Dealership)
05.2024 - Current
- Design and deliver comprehensive training programs for new sales executives, pre-owned car specialists, and telecallers
- Implement hyperlocal marketing strategies and insurance product training modules
- Partner with HR to conduct bottom quartile performance reviews and develop improvement plans
- Created CBT (Computer-Based Training) and OJT (On-Job Training) frameworks resulting in 25% improvement in sales performance
- Manage training budgets and ROI analysis for all development initiatives
Independent Training Consultant
01.2021 - Current
- Corporate Training Programs: Designed and delivered customized training solutions for 15+ organizations across automotive, retail, and service sectors
- Business School Graduate Training: Conducted specialized programs for MBA graduates focusing on:
- Sales Excellence & Customer Relationship Management
- Service Operations & Quality Management
- Leadership Development & Team Building
- Business Communication & Presentation Skills
- Key Clients: Regional automotive dealerships, retail chains, and service organizations
- Training Modules Delivered: Customer Service Excellence, Sales Process Optimization, Team Leadership, Complaint Resolution
Head of Marketing & Customer Relations
Karunamoyee Motors Pvt. Ltd. (Mohan Motors)
03.2023 - 03.2024
- Managed multi-brand dealership operations (Chevrolet, Isuzu, Ducati, Benelli, Suzuki)
- Monitored and improved Customer Satisfaction Index (CSI) scores across all brands
- Developed recruitment, selection, and retention strategies for sales and service teams
- Implemented driver logistics and administration systems
- Conducted training needs analysis and designed role-specific development programs
Resolutions Specialist
BT E Serv India Pvt. Ltd.
07.2021 - 03.2023
- Handled complex business provisioning complaints from UK SME customers
- Provided floor support and real-time mentoring to OJT batches
- Implemented process updates across cross-functional teams
- Maintained 95% customer satisfaction rating in complaint resolution
- Developed escalation management protocols and training materials
Senior Officer - Investor Services
ITC Ltd.
07.2018 - 07.2021
- Managed investor grievances and client interface operations for ITC shares and stocks
- Coordinated AGM-related activities with direct client interactions
- Developed investor communication strategies and satisfaction measurement systems
- Handled high-value client portfolio management and relationship building
Education
Master of Business Administration (MBA) - Human Resource Management
Jadavpur University
Kolkata06.2016
Skills
Customer Service: Voice/Non-voice Operations, Customer Satisfaction (CSI), Complaint Resolution
Business Operations: Sales Training, Process Optimization, Performance Management, Quality Assurance
Leadership: Team Management, Mentoring, Retention Strategies, Performance Coaching
Industry Expertise: Automotive, E-commerce, Telecom, Financial Services
CRM Systems: Salesforce, HubSpot, Custom CRM Solutions
Accomplishments
- International Twinning Program Champion - Amazon April 2016 - March 2017
- Selected to represent Amazon.in marketplace at EU headquarters in Bratislava, Slovakia
- Recognition based on maximum vendor appreciations and customer obsession metrics
- Led cross-cultural collaboration initiatives and best practice sharing
- Mahindra WYH Service Project - NSCBI Airport April 2015 - December 2015
- Successfully designed and executed Mahindra "With You Hamesha" breakdown and roadside assistance service
- Managed project for Kolkata Airport (AAI) and private carriers
- Delivered project on time and within budget with 98% service uptime
- Training Excellence Awards:
Certification
Prevention of Sexual Harassment (POSH) Certificate Course
January 2025 - Present
Timeline
Sales Consultant
Isuzu Motors ( Jayshree Autotrade - Authorised Dealership )
08.2025 - Current
Customer Service Excellence Certification
Industry Standard Certification
05-2025
Prevention of Sexual Harassment (POSH) Certificate Course
January 2025 - Present
02-2025
Training & Development Manager
Premier Carworld Pvt. Ltd. (Maruti Suzuki Dealership)
05.2024 - Current
Head of Marketing & Customer Relations
Karunamoyee Motors Pvt. Ltd. (Mohan Motors)
03.2023 - 03.2024
Resolutions Specialist
BT E Serv India Pvt. Ltd.
07.2021 - 03.2023
Independent Training Consultant
01.2021 - Current
Senior Officer - Investor Services
ITC Ltd.
07.2018 - 07.2021
Master of Business Administration (MBA) - Human Resource Management
Jadavpur University