SUMANTA SANTRA
Pune
Summary
Self-Motivated an Assistant manager with total > 5 years of progressive experience in the industry. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and in budget.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Assistant Manager
Concentrix Daksh India Pvt Ltd
Pune
07.2023 - Current
- Managed E-Commerce, Fintech, and Automobile domains,
- Managing a team of 15-20,
- Have knowledge to drive KPI like CQ, AHT, CSAT and NPS, FCR.
- Have knowledge about attrition management and shrinkage drive,
- Have experience in Client management and delivery management.
- Done project in order to improve CSAT, CQ.
Associate Manager
Sutherland Global Services
06.2022 - 10.2022
- Handled International telecom account (Voice).
- Responsible for resolving international customer issues.
- Responsible for both Voice (Telecom), (Inbound)
- Attrition & talent retention management for the account.
- Part of all weekly / monthly / quarterly / yearly reviews
- Coaching & Feedback management on regular basis.
- Shrinkage management through counselling and coaching so as to optimize sales and revenue.
- Responsible for structured Team development programs to build leadership and sustain the KPI achievements through effective succession planning.
- Managing Employee engagement activities.
Assistant Manager
Concentrix Services Pvt. Ltd.
Pune
10.2019 - 05.2022
- Used to handle an FTE based E-Commerce account (Voice & Non Voice)
- Handling the Span size of 35 HC including 2 SMEs
- Managing Employee engagement activities.
- Attrition & retention management for the account.
- Single point of contact for all sorts of Escalation management & client relationship related to any product.
- Reviewing leads on weekly & monthly basis.
- Monthly R&R and Skip with employees along with EC spoke to keep the workforce motivated and reduce drop outs for entire process.
- Pune
Assistant Manager Customer Care
Teleperformance India
Indore
10.2015 - 02.2019
- Handled UAE based International account (Voice).
- Responsible for resolving international customer issues.
- Responsible for both Voice (Telecom), (Inbound + Outbound)& Non Voice Account.
- Attrition & talent retention management for the account.
- Part of all weekly / monthly / quarterly / yearly reviews and for new sups, I do review to enhance them.
- Coaching & Feedback management on regular basis.
- Shrinkage management through counselling and coaching so as to optimize sales and revenue.
- Responsible for structured Team development programs to build leadership and sustain the KPI achievements through effective succession planning.
- Managing Employee engagement activities.
- Indore
Education
Bachelor of Science - PCM
William Carey University
01-2010
Skills
- International & India business operations,
- Process improvement recommendations
- Customer satisfaction
- Client management
- Delivery management
- Up-selling
- Have experience in Travel domain, Fintec, E-commerce, Telecom, Voice, Email
Languages
- English
- Hindi
- Bengali: First Language
Personal Information
- Date of Birth: 08/01/83
- Gender: Male
- Nationality: Indian
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Bengali
Advanced (C1)
C1
Timeline
Assistant Manager
Concentrix Daksh India Pvt Ltd
07.2023 - Current
Associate Manager
Sutherland Global Services
06.2022 - 10.2022
Assistant Manager
Concentrix Services Pvt. Ltd.
10.2019 - 05.2022
Assistant Manager Customer Care
Teleperformance India
10.2015 - 02.2019
Bachelor of Science - PCM
William Carey University