SURANJAN BANDPADHYAY

• Set up and calibrated machinery to meet specific production requirements.
• Documented counts and sorted finished work to promote easy access for shipping or additional processing.
• Identified stock imperfections, assigned grades, and noted production concerns based on regular inspections.
• Monitored operating machinery to assess progress, adjust settings, and maintain production speeds.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Logistics and Reverse Logistics domain with average team strength of 40 FTEs
• Support day to day operations, coverage and staffing, handle team performance and share feedbacks on a 1 to 1 level
• Conduct New-Hire interviews and reviewing 10-12 applicants monthly
• Cut shrinkage by 8% in 6 months, dropped attrition rate by 4% and reduced unproductively by 88% across all campaigns and projects
• Conduct weekly/ bi-weekly/ monthly cadence meetings with all client
• Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity for reverse logistics programs
• Compliance tracking and Business Continuity Plan reducing customer complaints by 12%

ACHIEVEMENTS:

Reduced Shrinkage by 8%

Cut down attrition by 4%

Restructured program SOW with Client resulting in rise of revenue by 3%

• Coordinate with internal and external clients and assist over phone and email servicing all queries/escalations
• Optimize customer services and obtain 95% CSAT scores
• Defined and Revamped Knowledge Base details on all process related information
• Introduced checks and balances
• Acting as a bridge between Supervisor and Junior Associates enhancing program performance by 90%
• Perform quality check assessment on all processes of various associates on a daily basis and collate metrics from various associates & prepare appropriate reports
• ACHIEVEMENTS:
• Best Performer Award for 3 consecutive quarters
• Reduced client escalations by 12% and increased program CSAT scores by 3%.

• Coordinate with internal and external clients and provide phone and email support handling volume of 100-120 calls per day
• Optimize level of customer services and maintain steady CSAT scores above 92%
• Acting as a bridge between Supervisor and Junior Associates
• Premium services as Escalation Manager (Tier 2) for high repeat callers
• ACHIEVEMENTS:
• Achieved 92% CSAT scores for 1st quarter
• Best performer of the team, also suggested and incorporated FAQs in program knowledge base
• Promoted to Premium Queue within 6 months.

• Support Broadband, PSTN, Fiber and TV related issues in a multi-technical environment
• Frontline support, troubleshooting and scheduling on site technician appointments for frequent callers
• Assist with Ombudsman and Watchdog escalations and stabilize customer 45-day callbacks
• ACHIEVEMENTS:
• Best performer for the highest quality and performance scorer consequently for the first 2 quarter with a score of 95.7%
• Batch topper for vocational training and assessment scoring 93%
• Awarded for Customer retention and providing 360-degree support
• Best employee for 100% attendance in 2 quarters.