Stela Das
Asst. Manager Quality
Kolkata
Summary
Results-driven Call Centre Operations professional with 10+ years of experience in managing customer support teams, streamlining processes, and improving efficiency. Proven track record of success in quality management, CRM software, and customer experience improvement. Skilled in coaching, training, and developing high-performing teams to deliver exceptional customer service.
Overview
8
8
years of professional experience
1
1
Certificate
3
3
Languages
2
2
years of post-secondary education
Work History
Assistant Manager - Quality
Cureskin
06.2020 - Current
- Manage PAN India customer support team of 89 operators, ensuring timely resolution of customer queries and concerns
- Streamline processes to enhance performance and ensure quality, resulting in 20% increase in customer satisfaction
- Collaborate with vendors to improve support team performance and connectivity, reducing average handling time by 15%
- Conduct quality and process audits, ensuring adherence to SOPs and identifying areas for improvement
- Develop and implement training programs for support team, resulting in 25% increase in team productivity
- Analyze customer feedback and implement changes to improve customer experience
- Improved customer satisfaction by addressing and resolving complaints promptly
- Implemented staff training programs, enhancing product knowledge and improving customer service skills
Manager CRM (System & Process)
French Motors Car Company Ltd
08.2019 - 05.2020
- Headed customer support team for West Bengal and Assam Region
- Coordinated with support teams to improve effectiveness and efficiency
- Trained teams to enhance customer satisfaction and upselling
Customer Relationship Officer
Skoda India Ltd (Genisys)
08.2018 - 06.2019
- Ensured SOP compliance in complaint management, achieving 95% compliance rate
- Managed end-to-end complaint flow and resolution, reducing complaint resolution time by 30%
- Analyzed weak dealers and shared reports with Skoda India, resulting in 20% improvement in dealer performance
- Implemented process improvements, resulting in 15% increase in customer satisfaction
- Collaborated with cross-functional teams to implement customer-centric initiatives
- Monitored and analyzed customer feedback, implementing changes to improve customer experience
Sales Quality Manager
Nexa(Jyote Motors Pvt.Ltd)
04.2016 - 07.2018
- Ensured enquiry management, follow-up monitoring, and customer response for Nexa showroom
- Proposed and executed new dealer processes for revenue generation, resulting in 25% increase in sales
- Analyzed CSI score and implemented action plans for improvement, achieving top ranking in customer satisfaction in Kolkata
- Successfully implemented Nexa Loyalty card program, resulting in 30% increase in customer retention
- Conducted root cause analysis for complaints and implemented necessary action plans to prevent repeat complaints
- Monitored CSI, Hot Alerts, and NPS, initiating timely measures to ensure No. 1 position
Education
MBA - Customer Relationship Management
Symbiosis International University
Pune 07.2017 - 12.2019
Master of Arts - English Literature
Rabindra Bharati University
Kolkata 04.2001 -
Bachelor of Arts - English
Calcutta University
Kolkata 04.2001 -
Skills
Customer Support and Service
Quality Management and Assurance
Process Improvement and Optimization
Problem-Solving and Analytical Skills
CRM (Customer Relationship Management) software proficiency
Data Analysis and Reporting
Customer Feedback and Complaint Management
Sales and Revenue Growth Strategies
Customer Retention and Loyalty Programs
Vendor Management and Collaboration
Training and Development
Certification
Certified Customer Experience Manager, IMT Ghaziabadnsed [Job Title] - [Timeframe]
Timeline
Assistant Manager - Quality
Cureskin
06.2020 - Current
Manager CRM (System & Process)
French Motors Car Company Ltd
08.2019 - 05.2020
Customer Relationship Officer
Skoda India Ltd (Genisys)
08.2018 - 06.2019
MBA - Customer Relationship Management
Symbiosis International University
07.2017 - 12.2019
Sales Quality Manager
Nexa(Jyote Motors Pvt.Ltd)
04.2016 - 07.2018
Master of Arts - English Literature
Rabindra Bharati University
04.2001 -
Bachelor of Arts - English
Calcutta University
04.2001 -