SUMIT CHATTERJEE

• Managing the day-to-day operations of the office, coordinating and prioritizing projects and initiatives, and serving as a liaison between the leader and other stakeholders both internally and externally
• Oversee strategic business initiatives, from development through successful execution, under the guidance of senior leadership and department heads verses daily operations in collaboration with senior managers and department leaders, and perform administrative tasks such as managing calendars, generating correspondence, maintaining hard copies and electronic files, planning and coordinating annual corporate meetings, and scheduling facilities
• Develop and build on relationships with all employees for increased efficiency and responsiveness of existing operations and help define new operational strategies.

• Product launch - plan the launch of new modules and releases and manage the cross-functional implementation of the plan
• Market intelligence - be the expert on your buyers, how they buy and their buying criteria; be the expert on your competition and how to crush them
• Deliver competitive sales guides to the sales team
• Demand generation - develop the strategy and collaborate on the marketing programs that drive demand for our products and services
• Develop pricing and bundling strategies to maximize total customer value and overall revenue for product line
• Responsibility for ensuring high client adoption/use/integration
• Successful Implementation: Freshdesk, Lead squared, Engati AI ChatBOT, Microsoft Dynamics, SuperBOT, Pensil
• Product launch - plan the launch of new modules and releases and manage the cross-functional implementation of the plan
• Market intelligence - be the expert on your buyers, how they buy and their buying criteria; be the expert on your competition and how to crush them
• Deliver competitive sales guides to the sales team
• Demand generation - develop the strategy and collaborate on the marketing programs that drive demand for our products and services
• Develop pricing and bundling strategies to maximize total customer value and overall revenue for product line.

• Operation Management
• Managing and maintaining Customer Satisfaction (CSAT) & Net Promoter Score (NPS)
• Expanding and reviewing the existing service network regularly
• Team Leadership
• Leading a team dedicated to student implementations, proactive account management, reactive student care, and product training/support
• Training management teams for both new hires and the current team
• Strategic Planning and Management
• Developing and implementing strategic, results-oriented service plans for assigned accounts and students
• Conducting needs assessments, performance reports, capacity planning, and cost/benefit analyses
• Client and Student Engagement
• Identifying development potential in accounts by studying current business, interfacing with key stakeholders, and analyzing additional needs and opportunities
• Managing the overall program management, student retention processes, and reinforcing the value proposition with students
• Technical Proficiency
• Maintaining technical proficiency through educational opportunities, conferences, seminars, and trade periodicals
• Working towards Business Process Re-engineering by implementing AI-based tools
• Specialties: CRM Management, Functional Requirement Specification documentation, Requirement Analysis and Management, Gap Analysis Study, Feasibility Analysis
• This role emphasizes strong leadership, strategic planning, student and account management, technical proficiency, and expertise in product development and CRM management.

• Leading the Customer Support Operations - Seller
• Manage operating costs as per budget
• Manage the Customer Service KPIs - Calls per Customer, CSAT, Repeat Interactions, Escalation TAT, SLAs etc
• Responsible for Vendor management
• Develop a collaborative, accountable, data-oriented & process improvement culture in CS
• Drive strategic & process improvement initiatives/projects in CS towards CSAT, Cost, Efficiency or Empowerment
• Managing all Client-side platforms to provide Customer Experience
• Managing business NPS & Support CSAT
• Data Analysis at a business level.

• Key Deliverables: Evaluate department efficiencies on a continued basis
• Implemented Freshdesk for the Complaints, Deployment & Sales team
• Client Servicing & Customer Service
• Maintain technical proficiency in all department-utilized systems
• Delegate to supervisors, monitor individual productivity, provide constructive feedback
• Provide leadership by example, manage personnel and HR issues and develop and train subordinates
• Implement directives, enforce standards and operating procedures and provide QA/QC
• Provide reporting, monitor e-commerce flows, address errors and conduct troubleshooting exercises
• Product Management
• Website Management- Coordinating with the Product team to find ways to increase organic & paid traffic & implementing those changes
• Continuous process enhancements to ensure increased efficiency, accurate management reporting and better business process and organizational planning
• Experienced in training for both sales and operations roles to augment productivity
• Data Analysis
• Set up the QA process for both Sales and Operations separately
• Developing performance metrics to quantify performance, especially in Operations
• Call Centre Management
• Handling the PNL of the Centre
• Process Improvement
• Marketing Strategies, Alliances
• Vendor Management
• Email & SMS Marketing for the clients.

• An astute & result-oriented professional with rich experience of nearly 12 years in Internet, Online Sales, Training & Development and Client Servicing
• Significant experience in executing operations about marketing of products and developing business plans for the achievement of these goals
• Demonstrated abilities in implementing strategies for augmenting business, identifying and penetrating new market segments, and promoting the brand for business excellence
• Fully experienced in increasing sales revenues, exceeding targeted branch sales goals, developing profitable and productive business relationships, building an extensive client base, and market development; Distinction of accomplishing multi-fold revenue increase
• Handling a portfolio of 8 crores annually in terms of sales
• Responsible for the performance and development of the Account Executives
• Prepares action plans by individuals as well as by team for effective search of sales leads and prospects
• Initiates and coordinates the development of action plans to penetrate new markets
• Assists in the development and implementation of marketing plans as needed
• Conducts one-on-one reviews with all Account Executives to build more effective communications, to understand training and development needs, and provide insight for the improvement of Account Executive’s sales and activity performance
• Provides timely feedback to senior management regarding performance
• Provides timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margin
• Maintains accurate records of all prices, sales, and activity reports submitted by Account Executives
• An effective communicator with excellent relationship-building & interpersonal skills
• Sound domain knowledge of Online Sales, Process & Product Training
• Attained proficiency & holds the merit of: Breaking new avenues & driving sales growth
• Client relationship management for a high satisfaction index
• Adapt to managing client service operations, sales & process training ensuring customer delight by achieving delivery & of quality service quality in the shortest possible time
• An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business
• Varied knowledge in the field of Sales, Process & Product Training
• Quality Assurance knowledge in BPO/ KPO’s.

• Pivotal in the introduction of a better process of closing calls with the help of Sr
• Executives which resulted in a better revenue and win-win situation for both
• Handling a portfolio of 6 crores annually in terms of sales
• Instrumental in Resolving conflicts, and issues within the team as well as implementing team motivational activities to augment contribution levels
• Rendered pieces of training & streamlined the training process for the Call centre
• Identified improvement areas and suggested measures to maximize customer satisfaction levels
• Analyzing business potential, implementing pricing strategies, studying the demand & supply and advising the management to attain the desired targets
• Monitoring competitor activities and devising effective countermeasures
• Creating awareness in the market for new customer acquisition, thus increasing the sales volume by introducing various alternate sales channels
• Establishing corporate goals, short & long-term budgets and developing business plans for the achievement of the goals
• Involving in business planning and analyzing for assessment of revenue potential in business
• Analyzing business potential and implementing plans to drive sales, supplementing turnover & achieving desired targets
• Implemented & introduced systems to regularize & improvise the operations: Existing MIS for better reports with the help of IT
• IVR system for easy payment and convenience of customers.

• Assisted with event planning, support and execution of virtual and in-person engagements.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified needs of customers promptly and efficiently.
• Set specific goals for projects to measure progress and evaluate end results.
• Assessed company operations for compliance with safety standards.

Team Supervision

Responsible for supervising a Team of 18 Quality Analysts. Responsible to keep the team motivated and calibrated.

Other responsibilities include conducting One-on-one sessions with the Team Members, Appraisals, Team Rostering, and Weekly and Monthly Performance reports.

Process enhancement and Stabilization

Responsible for maintaining the quality parameters for the assigned processes that involve Client Interaction, defining SLAs with the Operations and Training Depts.

Identify and define CTQs, Evaluation and Analysis tools, Make Monitoring Sheets and Reporting Structures, Internal and External Calibrations, and Quality Sessions.

• Followed up with customers after purchase or resolution of issue in order to measure their satisfaction levels.
• Generated reports based on customer data to identify trends and areas of improvement.
• Provided timely responses to customer questions and complaints in a professional manner.
• Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.