Sumana Roy Chowdhury
Kolkata
Summary
Customer-oriented General Manager with 23 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
24
24
years of professional experience
Work History
Deputy General Manager – Learning & Development
Reliance Jio Ltd
11.2022 - Current
- National Training Operations Lead handling PAN India Customer Care Learning & Development Function
- Responsible to handle seamless Training Delivery across Sites, of Jio Product, Process & Multi Product Content
- Ensuring smooth journey for all Incumbents across their Life Cycle as Jio Advisors (CSO)
- Ensuring excellent Customer Experience at Call Centre
- Cross Functional Co-ordination for all Roll-Outs & Launches
- National Project Deliver for Better Customer Experience with Jio.
Senior Manager – Learning & Development
12.2015 - 10.2022
- Phase 1: Dec 2015 – August 2020
- Leading L& D Vertical for 2500 Seater Contact Centre
- East Hub Lead – managing States: Kolkata, West Bengal, Bihar, Orissa, Assam & North East
- Have set up The Training Team starting from Interviews, Standing in for Trainings, Establishing the Team & giving it a running order - through the Ramp Phase successfully
- Have delivered 200+ batches and sent 2870 advisors out of 3000 advisors ~ Classroom throughput clocked at 93%
- 2554 advisors moved to Production out of 2870 advisors ~ Production throughput of 89%
- Projects & Programme run successfully to close mammoth ramp & sustained flow to BAU
- Constantly engage in Trainer Development activities in BAU to sustain growth of incumbents
- National Recognition recurrently achieved across a group of 35 Trainers & 10 Managers
- Hands On Lead – Constantly contributing to Developmental Project creation & Delivery across levels of Trainers & Managers
- Phase 2: Sept 2020 – Oct 2022
- Managed entire Site Insourcing in “Work From Home” Model
- Approximately 1400+ people were interviewed, hired, put through Training with an average End To End Throughput of 84%
- Trainer have been regularly kept motivated through all pressure points of handing back to back batches
- Development activities, engagement activities with self and family kept them completely rooted to the need of the hour
- Nationally acclaimed East Trainers took back to back Sessions at a PAN Country level for Postpaid, COCP, Enterprise, IR & Service Recovery Campaigns
- Self, have spearheaded early and successful completions on Team Leader Development Program at Site for Team Leaders & Team Managers
- Nationally responsible for all Train the Trainer Programs for all New Hires.
Training Manager – Customer Service
Vodafone Essar East Ltd
05.2014 - 11.2015
- Learning & Development for Kol & Rest of Bengal
- Verticals managed for L&D – Inbound & Outbound Call Centre, Written Communication & Retail
- Successfully handled various projects to uplift L&D interventions at each customer handling vertical
- Ensure International selection of Trainers from the Circle for Vodafone Global Intervention Projects
- Brought Kol& ROB, to top ranks among 22 Circles in terms of Best Practices and Performance parameters.
AM, DM & Manager – Customer Service
Vodafone Essar East Ltd
06.2009 - 05.2014
- Outbound Call Centre Operations - Customer Service/Upselling
- Managing all Outcalling encompassing, Welcome Calls, Bill Explanation Calls, Complaint Resolution, Health Check for Service Satisfaction etc
- Significant contribution to each aspect of a Customer Life Cycle – Welcome Call to Retention Effort
- Taking Service Operations to a different level and contributing to Company Revenue through manning Upselling Campaigns
- Consolidated out calling of 20 lac customers per month including Service & Sales
- Monthly more than 1 Crore Revenue contributed in the last quarter
- 3 Service Partners involved in the aforementioned activity
- National & Local Service Partner – 600 Seater Call Centres managed as OB Lead.
Senior Executive – Customer Service
Vodafone Essar East Ltd
09.2005 - 05.2009
- Establishing Written Communication Department for the Circle
- Department undertaking the responsibility of addressing all enquiries, requests and complaints forwarded by customer in document (e-mail/fax/letters)
- Creating the one point contact of Vodafone customers vide email – the Vodafone Care Email Id
- This ID takes care of 350 mail in request per day
- Monthly Letter In requests addressed, closed and responded – 5k.
Executive – Customer Service
Vodafone Essar East Ltd (Hutchison Telecom)
03.2003 - 08.2005
- Handling Escalation for Prepaid Operations
- Providing online support to Frontline Executives for Customer issue resolution
- Handling letter out requests from customers
- Out calling to customer to address escalated issues.
Executive – Customer Service
Vodafone Essar East Ltd (Command)
04.2002 - 02.2003
- Pilot Customer Service Member – Command Shop, Dalhousie
- Handling Walk In Customer – Average 50 per day
- Taking care of direct sales, customer servicing and query resolution.
Senior Consultant
Analytic Consultants
03.2000 - 03.2002
- Senior Management Recruitment for Large Corporate houses (Srei/Park Hospital/Ambuja)
- Finishing & Career Counselling session in reputed plus two schools for final year students
- Creating data bank from walk in candidate interviews.
Management Trainee – HR
Siemens Ltd
10.1999 - 02.2000
Skills
- Customer Relationship Management
- Workflow Planning
- Customer Retention
- Team Training and Development
- Team Leadership
Salary
30 Lac/Annum (Negotiable)
Scholastic Achievements
- 1992, ICSE from St. Teresa’s Secondary School, Kolkata
- 1994, ISC from St. Thomas’ Girls High School, Kolkata
- 1997, B.A. in Sociology from Presidency College, Kolkata
- 1999, M.A. in Sociology from Kolkata University (Position - First Class First)
- 1999, Master Diploma in Personnel Management, Symbiosis Institute of Management Studies, Pune
- 2002, Post Graduate Diploma in Career Counseling, IPMS, Mumbai
- 2005, Master Diploma in Business Administration, Symbiosis Centre for Distance Learning, Pune
Emergency Contact
9831037643
Personal Information
Date of Birth: 04/24/76
Timeline
Deputy General Manager – Learning & Development
Reliance Jio Ltd
11.2022 - Current
Senior Manager – Learning & Development
12.2015 - 10.2022
Training Manager – Customer Service
Vodafone Essar East Ltd
05.2014 - 11.2015
AM, DM & Manager – Customer Service
Vodafone Essar East Ltd
06.2009 - 05.2014
Senior Executive – Customer Service
Vodafone Essar East Ltd
09.2005 - 05.2009
Executive – Customer Service
Vodafone Essar East Ltd (Hutchison Telecom)
03.2003 - 08.2005
Executive – Customer Service
Vodafone Essar East Ltd (Command)
04.2002 - 02.2003
Senior Consultant
Analytic Consultants
03.2000 - 03.2002
Management Trainee – HR
Siemens Ltd
10.1999 - 02.2000
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