SUROJIT DAS
MUMBAI
Summary
Ambitious Executive with over 7 years of experience at setting policies, improving performance, and updating processes. Looking to apply knowledge and expertise to contribute to business sustainability and growth. Pursuing challenging new position at a growing organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Social Media & ORM Executive
INMOBI & GLANCE
Powai
07.2019 - Current
- Lead a team responsible for handling escalated customer issues, ensuring timely resolution and maintaining customer satisfaction
- Developed and implemented escalation procedures and protocols to streamline processes and improve efficiency
- Collaborated cross-functionally with various departments including customer service, product development, and sales to address root causes of escalations and implement preventative measures
- Conducted regular training sessions for team members to enhance conflict resolution skills and promote a customer-centric approach
- Monitored and analyzed escalation trends to identify areas for improvement and drive continuous process optimization
Social media & ORM executive
PharmEasy
Ghatkopar West
05.2018 - 07.2019
- Answer calls professionally to provide information about products and services, register / cancel orders, or pull details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Process orders, forms and applications
- Follow up to ensure that appropriate actions were taken on customers' requests
- Refer unresolved customer grievances or special requests to designated departments for further investigation
Customer support executive
Toppr
Ghatkopar West
03.2016 - 05.2018
- Escalations via chat, email and calls
- Filtration of leads through calls
- Product cross sales
Education
B.COM - Banking & Insurance
V.G. Vaze College of Arts, Science And Commerce.
Mulund, Mumbai01.2016
Company Secretary - Foundation -
Institute of Company Secretaries of India
Mumbai01-2014
HSC - Banking
NES Jr COLLEGE
Bhandup, Mumbai01.2013
SSC -
St. Lawrence High School
Thane, Mumbai01.2011
Skills
- Team management
- Pressure Management
- CRM software proficiency
- Crisis management consulting
- Public Speaking Proficiency
- Research and analysis
- Leadership skills
- Effective communication skills
Hobbies and Interests
- Formula 1 racing
- Travel
Areas Of Interest
- Management and Operations
- Business Analytics
- Reputation Management
Certification
Six Sigma is a set of techniques and tools used to improve business processes.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Marathi
Beginner
A1
Timeline
Social Media & ORM Executive
INMOBI & GLANCE
07.2019 - Current
Social media & ORM executive
PharmEasy
05.2018 - 07.2019
Customer support executive
Toppr
03.2016 - 05.2018
Six Sigma is a set of techniques and tools used to improve business processes.
B.COM - Banking & Insurance
V.G. Vaze College of Arts, Science And Commerce.
Company Secretary - Foundation -
Institute of Company Secretaries of India
HSC - Banking
NES Jr COLLEGE
SSC -
St. Lawrence High School
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