Subhankar Saha
Kolkata
Summary
Dedicated Client Care Coordinator bringing advanced abilities in problem-solving clients' concerns and multitasking in fast-paced environments. Expert in handling routine questions and advanced challenges to maintain clients' loyalty. Focused on leveraging communication skills and service expertise to serve clients of all backgrounds.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Client Care Coordinator
Appsbee Technology Private Limited
Kolkata
06.2015 - Current
- Provided support to clients by responding to inquiries, addressing complaints and resolving issues.
- Maintained accurate client records and updated contact information in the company database.
- Developed and implemented strategies for improving customer service standards.
- Coordinated with other departments to ensure timely resolution of customer queries.
- Monitored customer feedbacks and identified areas of improvement in services provided.
- Conducted regular follow-ups with customers to ensure their satisfaction with services.
- Assisted clients in navigating through various products, services and applications offered by the company.
- Developed relationships with key stakeholders to ensure successful delivery of services.
- Created reports on client interactions, customer feedbacks and service performance metrics.
- Provided training on new systems or procedures related to client care activities.
- Organized meetings between clients and internal teams to discuss requirements or resolve issues.
- Analyzed customer data to identify trends in customer behavior or preferences.
- Generated reports on service utilization, customer retention rate and other KPIs.
- Collaborated with marketing team on campaigns targeting existing customers.
- Participated in cross-functional projects aimed at enhancing overall client experience.
- Identified opportunities for process optimization and recommended changes accordingly.
- Implemented quality assurance processes for ensuring superior level of client care services.
- Assessed effectiveness of current tools used for managing customer relations.
- Prepared presentations for management summarizing the progress of client programs.
- Completed required paperwork and followed up on missing information.
- Connected clients to relevant service plans by analyzing needs in comparison to available programs.
- Monitored company services to continue offering clients knowledgeable support for care needs.
- Resolved client issues by correcting immediate problems and communicating with staff.
- Used telephone, email and web chat services to answer customer questions.
- Assessed customer satisfaction with services through follow-up communication.
- Created and updated client records by entering general data, services provided and invoice information.
- Strengthened relationships with referral sources through informative presentations to area organizations, fiduciaries and healthcare professionals.
- Boosted client retention using client appreciation initiatives and relationship-building techniques.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Specialist - Training and Quality
Aegis Limited
Kolkata
01.2014 - 06.2024
- Developed and implemented comprehensive training programs to support organizational needs.
- Conducted assessments of current training materials and identified areas for improvement.
- Collaborated with internal stakeholders to ensure that training content met the requirements of the organization.
- Created instructional material such as manuals, handouts, presentations, and multimedia visual aids.
- Assisted in developing policies and procedures related to quality assurance initiatives.
- Analyzed customer feedback data to identify areas for improvement in training delivery methods.
- Delivered effective virtual learning sessions utilizing webinar technology.
- Provided guidance on best practices regarding instructional design techniques.
- Monitored employee performance during training sessions to ensure compliance with established standards of excellence.
- Assessed employee knowledge levels throughout their tenure by administering tests and surveys.
Senior Executive-Quality
Aegis Limited
Kolkata
02.2016 - 07.2018
- Developed and implemented long-term strategic plans to ensure organizational growth and sustainability.
- Analyzed financial data, trends, and market conditions to identify opportunities for increased profitability.
- Directed the development of marketing initiatives to expand customer base and increase revenue.
- Negotiated contracts with vendors to maximize cost savings while maintaining quality standards.
- Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Managed a team of executives responsible for operations, finance, sales, and marketing functions.
- Established performance metrics to measure progress towards goals and objectives.
- Designed compensation structures that incentivized top performers while remaining competitive in the marketplace.
- Created policies and procedures that ensured compliance with applicable laws and regulations.
Executive -Operations
Aegis Limited
Kolkata
05.2016 - 01.2017
- Managed the day-to-day operations of a multi-million dollar organization.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Created and executed operational plans for long term organizational success.
- Analyzed data to identify areas of improvement in processes and procedures.
- Led cross-functional teams to ensure successful project completion.
- Oversaw budgeting, forecasting, and financial planning activities.
Team Leader
Aegis Limited
Kolkata
06.2008 - 06.2015
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Identified opportunities for process optimization using Lean Six Sigma principles.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to changing business needs or customer demands.
- Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Fostered positive employee relationships through communication, training and development coaching.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Implemented strategies to take advantage of new opportunities.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Analyzed key performance indicators to identify effective strategies.
- Assessed company operations for compliance with safety standards.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Organized client meetings to provide project updates.
Education
Bachelor of Arts - English Honours
Global Open University
Dimapur01-2012
Higher Secondary - Arts
Priyanath Institution
Barasat01-2004
Secondary Examination -
Nabapally Boys High School
Barasat01-2002
Skills
- Process Improvement
- Strategic Planning
- Performance Management
- Conflict Resolution
- Documentation
- Quality Assurance
- Interdepartmental Collaboration
- Performance Monitoring
- Client Relation
- Team Management
Languages
Bengali
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Accomplishments
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Certification
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Affiliations
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Timeline
Executive -Operations
Aegis Limited
05.2016 - 01.2017
Senior Executive-Quality
Aegis Limited
02.2016 - 07.2018
Client Care Coordinator
Appsbee Technology Private Limited
06.2015 - Current
Specialist - Training and Quality
Aegis Limited
01.2014 - 06.2024
Team Leader
Aegis Limited
06.2008 - 06.2015
Bachelor of Arts - English Honours
Global Open University
Higher Secondary - Arts
Priyanath Institution
Secondary Examination -
Nabapally Boys High School
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