Soumali Mitra
Senior Manager
Kolkata
Summary
Strategic and highly motivated professional with over 11+ years of industry experience in Customer Success, Key Account Management, Recruitment, and Client Servicing. Demonstrated ability to drive customer satisfaction and retention through effective relationship building and problem-solving skills. Proficient in identifying client needs and delivering customized solutions to meet their goals. Experienced in managing large accounts and surpassing revenue targets. Possesses strong communication and interpersonal skills, collaborating cross-functionally to achieve business objectives.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Senior Manager - Onboarding
Multiplier
6 2022 - Current
- Leading the onboarding for EMEA and NAMER region with 99% CSAT for the last consecutive 3 quarters
- Enabling the Onboarding Managers with process SOPs to ensure the entire process is streamlined and uniform communication and metrics are followed across clients
- Strategically planning the entire process to ensure quarter on quarter process improvement and enhancement
- Biggest achievement was to bring down the TAT for onboarding from 15 days to 6 days
- Engaging in frequent client calls to understand their hiring plan to ensure team preparedness beforehand and timely delivery
- Coach and mentor, the Onboarding Manager and Onboarding specialists’ team across the EMEA and NAMER regions
- Ensure every member is assigned to an Onboarding specialist and is payroll activated within certain SLAs
- Engaging with cross teams to expedite the onboarding process wherever required
- Engaging with local country partners for onboarding in countries where we do not have our own local entity
- Foreseeing issues by regular data analysis to ensure minimum escalation
- Highlighting Tech errors/gaps to the product team to get them fixed/productized
- Creation of SOPs and establishing the process with frequent trainings
- Making sure all client and member communications are addressed by team through Intercom and Zendesk with minimum responsive time
- Conducting Monthly Governance Call of the entire onboarding team with the founders and leaders showcasing the important metrics achieved which can be of great help for GTM.
Manager- Client Servicing
Info Edge India Limited-Naukrigulf
06.2015 - 06.2022
- Responsible for client onboarding and product walk through to foster long term business partnerships
- Take ownership of the Enterprise and Growth Accounts of Naukrigulf and act as the solution provider for all client queries related to finding and hiring the right talent
- Planning and executing webinars on product features for all the billed accounts
- Content development for customized product trainings for high value accounts across Middle East
- Ensuring first line customer support to the clients by answering queries & resolving their issues, ensuring minimum TAT
- Managing the entire client connect team and ensuring quality impact on clients
- Working closely with Technical team for various automation projects to reduce manual efforts
- Managing CSAT and NPS mechanism and working on data analysis to ensure clients are delighted with the services
- Conduct regular business reviews MBRs/QBRs with internal/external stakeholders and share insights on customer service/delight to eliminate customer pain points
- Define and implement Product Adoption, helping in Renewal and Business expansion within the allocated accounts.
Senior Trainer
Edujobs Academy
07.2013 - 11.2014
- Training need analysis and Internal Training for the employees of 2COMS
- Developing Training content (PPTs /Handouts/ Participant’s Guide, Trainer’s Guide)
- Conducting Train the Trainer for Freelance Trainers
- Grooming the students for placement and conducting mock interviews
- Partnering with various Corporate Organizations for student placements.
Account Manager
2Coms Consulting Pvt Ltd
03.2011 - 06.2013
- End to end recruitment for various verticals like BFSI, Telecom, Healthcare etc
- Managing the entire recruitment cycle from need analysis of clients to timely delivery
- Managing a team of 5 recruiters for catering to the various levels of manpower hiring
- Managing team’s absenteeism and performance tracking through PMS software.
Education
Master of Business Administration (MBA) -
EIILM University
01.2009 - 04.2011
B.Sc - Chemistry (Hons.) - undefined
Calcutta University
01.2005 - 04.2008
Class XII - West Bengal Board Science Stream - undefined
West Bengal Board
01.2005 - 04.2005
Class X - West Bengal Board - undefined
West Bengal Board
01.2003 - 04.2003
Skills
Customer Success
Accomplishments
- Won the “Performer of the Month” award for the month of November 2011, February 2012, July 2012, October 2012 and December 2012 at 2Coms Consulting Pvt. Ltd
- Awarded as the “Rising Star of 2Coms” at 2Coms Consulting Pvt. Ltd Annual Awards’ for 2011-2012
- Awarded the “Highest Revenue Achiever” for the year 2012-2013 at 2Coms Consulting Pvt. Ltd
- Best Trainer for 2013-2014 for Edujobs Academy
- Best Trainer for 2016 of Naukrigulf
- Best Performer (Spotlight Award) for Q4 in FY 17-18 of Naukrigulf
- Awarded Performer of the month thrice in 2019 at Naukrigulf
- Certificate of Appreciation Jul’20 – Planning and Executing Webinars at Naukrigulf
- Certificate of Appreciation Dec’20 – Significant Individual Performance & Overall team management at Naukrigulf
- Https://www.linkedin.com/in/soumali-mitra-bb047221, Soumali Mitra
Internshipandojt
- Nokia Siemens – Analysing Customer satisfaction of newly launched mobile handsets
- Manor Floatel – B2B sales of hotel rooms and banquets
Personal Information
- Date of Birth: 02/27/87
- Nationality: Indian
- Marital Status: Married
Timeline
Manager- Client Servicing
Info Edge India Limited-Naukrigulf
06.2015 - 06.2022
Senior Trainer
Edujobs Academy
07.2013 - 11.2014
Account Manager
2Coms Consulting Pvt Ltd
03.2011 - 06.2013
Master of Business Administration (MBA) -
EIILM University
01.2009 - 04.2011
B.Sc - Chemistry (Hons.) - undefined
Calcutta University
01.2005 - 04.2008
Class XII - West Bengal Board Science Stream - undefined
West Bengal Board
01.2005 - 04.2005
Class X - West Bengal Board - undefined
West Bengal Board
01.2003 - 04.2003
Senior Manager - Onboarding
Multiplier
6 2022 - Current
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