Supriyo Ghosh
Senior Manager
Bangalore
Summary
Proactive Sr. manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Senior Manager
Believe Cosmetics Pvt Ltd
BANGALORE
04.2021 - Current
- Handling Social Media Escalations on Facebook, Instagram, Twitter WhatsAPP, Emails & Consumer forums for Asia (India, Bangladesh) % GCC regions (UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman)
- Maritain a Service level of 90% throughout all the regions (Asia & GCC).
- Achieving FCR avg at 5 minutes & ART of 12 hours with different startegic implementation.
- Addressing all the Grievance desk calls personally for 24 hours 7 days.
- Managing team of super critical and critical escalations on product (post use affect) & logistic (delivery related) with utmost care and driven 93% CSAT under this LOB.
- Creating an exclusive team to handled escalations from religious stand point only. This is to tackle & reduce customer escalations (Religion stand point) on our social posts.
- Project 1: To reduce escalations on returns, introduced a new Retention LOB in Egypt for GCC customers. Return % was 30% above and post the initiation it came down to 8% in GCC region (UAE, Oman, Kuwait, Qatar, Bahrain, Saudi Arabia).
- Project 2: Initiating proactive approach on product complaints. Build a process with Product development and supply chain in presence of team to analyze the customer VOC and include COO to resolve on the product level or logistics level.
- Project 3: Introducing CSAT and driving CSAT to 88% from 66% in 3 months post initiating the CSAT to the process.
- Project 4: Coordinating with Tech team and developed an inhouse backend CRM tool for escalating customers escalations to right department by API integrations.
- Project 5: Introduced Chat BOX with BOT Automation on marketplace website to handle customer escalations more quick & efficiently.
- Project 6: Managing content management team for social posting on all social pages for GCC & Asia.
- On Going Project: Introducing NPS on our Bangladesh Market place website OHSOGO (Just like Nykaa in India).
Lead - Tranning & Quality Team
Concentrix Daksh Services India Private Limited
BANGALORE
02.2020 - 03.2021
- Handling a QA team of 5 members in terms of Process performance and Individual performance
- Categorizing Types of Audits and implementing the same for a process health check
- Maintaining Compliance Dashboard on Critical parameters
- Conducting and leading Dispute / Rebuttal discussion with Clients on External Audits
- Publishing Internal Audit Dashboard
- Conducting Dip-Stick / PKT on current updates / Process change
- Keeping track of BQ Movement via TNA sessions
- Raising IR on ZT cases and coordinating with HR till the closure
- Proposing recommendations / Suggestions to clients on process improvement / Process excellence
- Reviewing App FAQs and HELP Section content, sharing changes with a client based on the observations.
Team Leader - CRM Operations
OLA Financial Services Pvt Ltd, OLA Money Wallet
BANGALORE
10.2015 - 02.2020
- Ensuring agents understand and comply with all business objectives, performance standards, and policies
- Handling OLA Money Postpaid queue in terms of SLA, FCR & CSAT
- Monitoring Team KRA on a daily basis for individual team members and help them to achieve the set GOALs
- Driving CSAT. Before drive CSAT score was 56%; post-drive team CSAT score touched 89%
- Initiating BQM for bottom performers to improvise their performances
- Keep close track on SLA, CSAT, FCR, Resolution, conversion rate, Quality scores, and continuously review/coach agents on same
- Taking Care of Grievance Officer escalations
- Organizing TNA sessions on a monthly basis based on audit findings and Observations
- Visiting Vendor’s location for new process setup on Ola Money Postpaid Collections (PAN India)
- Preparing SOPs for the new processes or process changes
Subject Matter Expert
Flipkart Internet Pvt Ltd
BANGALORE
01.2014 - 10.2015
- Executive for 6 months. Subject Matter Expert for rest of the period.
- About current Role: - I was working with Flipkart as an SME (Subject Matter Expert) for a Semi-non voice process
- I used to handle a team of 21 executives, in terms of their performance, production, and other business metrics along with assigning the tasks of handling customer queries, feedback, complaints and request outbound calls and e-mails
- Vendor Management (Serco).
- Responsible for preparing, maintaining, analyzing data, and RCA (Root Cause Analysis) to figure out the error
- Coordinates with Technical support team and Designers in handling issues
Education
MCA -
Dayananda Sagar Institutions
08.2010 - 09.2013
BCA - Techno India
Bangalore University
XII - undefined
West Bengal University of Technology
undefined
NewBarrackpur Colony Boys’ High School
West Bengal Council of Higher Secondary Education
undefined
New Barrackpur Colony Boys’ High SchoolSchool
West Bengal Board of Secondary Education
Skills
People Management
Timeline
Senior Manager
Believe Cosmetics Pvt Ltd
04.2021 - Current
Lead - Tranning & Quality Team
Concentrix Daksh Services India Private Limited
02.2020 - 03.2021
Team Leader - CRM Operations
OLA Financial Services Pvt Ltd, OLA Money Wallet
10.2015 - 02.2020
Subject Matter Expert
Flipkart Internet Pvt Ltd
01.2014 - 10.2015
MCA -
Dayananda Sagar Institutions
08.2010 - 09.2013
BCA - Techno India
Bangalore University
XII - undefined
West Bengal University of Technology
undefined
NewBarrackpur Colony Boys’ High School
West Bengal Council of Higher Secondary Education
undefined
New Barrackpur Colony Boys’ High SchoolSchool
West Bengal Board of Secondary Education
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