Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Hi, I’m
SUBHOJIT KUNDU
Manager Customer Experience
Bengaluru
Summary
Overview
5
years of professional experience
4
years of post-secondary education
1
Language
Work History
CodeyoungBangalore
Customer Experience Manager
08.2022 - Current
Job overview
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations, customer satisfaction, and employee productivity. (Greater than 15 Agents)
- Handled greater than 10 critical complaints daily, shared insight with concerned departments to ensure customer satisfaction and growth.
- Introduced and implemented Freshchat and created SOP for efficient productivity, which led to 25% increase on overall NPS due to quick resolution of queries.
- Implemented chat and ticket auditing and maintained CSAT by 90%.
- Handled 24/7 support team for US, UK, ME region.
UnacademyBangalore
Assistant Manager - Customer Success
08.2021 - 07.2022
Job overview
- Managed department ticket volume over 500 tickets per day and coordinated among various departments to maximize coverage during peak days.
- Provided management oversight and operational control of assigned programs.
- Launched quality assurance practices for each phase of development and quality standard of 90% was achieved.
- Ensured to achieve daily team target of 300 customer query resolution while prioritizing customer satisfaction and loyalty, which led to 10% increase in CSAT month on month (AVG - 89%).
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Created SOPs and Canned responses for effective and efficient workflow.
MastreeBangalore
Manager - Academic Advisors
11.2020 - 08.2021
Job overview
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Maintained 90% plus CSAT and achieved retention targets for consecutive three months.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Accomplished multiple tasks within established timeframes.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Whitehat JrRemote
Manager - Sales
07.2020 - 10.2020
Job overview
- Driven weekly revenue targets and achieved given targets, Managed over 3-4 hours customer calls per day, Increased conversion ratio by 10%.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Evaluated performance against goals and implemented appropriate development plans.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
MySchoolPageBangalore
Subject Matter Expert - Sales & Training
11.2018 - 07.2020
Job overview
- On boarding clients from different backgrounds by understanding their requirements
- Handled and supervised teams.
- Driven monthly revenue target and ensured achieving quarterly KPI.
- Knowledge of B2C sales in different regions such as ME, INDIA, USA, SWEDEN, UK.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Best performer for consecutive 2 Quarters.
CreamsonIntelliKolkata
Solution Executive
06.2018 - 08.2018
Job overview
- Demonstration and training of product to 10 clients per day.
- CRM integration and support.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy
- Presented technical presentations to clients to explain product features and benefits.
Education
Siliguri Institute of TechnologySiliguri
Bachelor of Technology from Computer Science and Engineering
08.2014 - 05.2018
University Overview
DGPA : 7.24
Skills
Audit and Quality Analysis
Advance Excel & Data Visualization
Freshdesk, Salesforce, HubSpot, FreshChat
Strategic planing and execution
Staff mentoring & leadership
Inter-department collaboration
Google Suite
Analytical problem solver
Project implementation and management
Account management
Timeline
Customer Experience Manager
Codeyoung
08.2022 - Current
Assistant Manager - Customer Success
Unacademy
08.2021 - 07.2022
Manager - Academic Advisors
Mastree
11.2020 - 08.2021
Manager - Sales
Whitehat Jr
07.2020 - 10.2020
Subject Matter Expert - Sales & Training
MySchoolPage
11.2018 - 07.2020
Solution Executive
CreamsonIntelli
06.2018 - 08.2018
Siliguri Institute of Technology
Bachelor of Technology from Computer Science and Engineering
08.2014 - 05.2018