SUSANTA KR. MANDAL
Dumdum
Summary
Dynamic professional with extensive experience at Fiserv Merchant Solutions, excelling in field operations, new business source and client relationships. Proven ability in integrating payment solutions and maintaining high customer satisfaction. Skilled in learning CRM applications and with a strong aptitude for learning new technologies. Adept at leading teams and driving performance improvements.
Overview
19
19
years of professional experience
Work History
Cluster-Head-East (Field-Operation & Relationships, Logistics)
Fiserv Merchant Solutions Pvt. Ltd.
Kolkata
09.2023 - Current
- Company Overview: (Formerly Known as ICICI Merchant Service)
- Looking after East Region for service and relationships, maintaining of POS Machine.
- Relationship with Bank and FUEL clients e.i IOCL, HPCL, NAYARA, BPCL and Retail Merchants promoting customers and FUEL Merchants about new products, payments solutions.
- Integrating payment solution, best quality service etc. to meet with clients for new products and mainly looking after the service of customer for their satisfaction.
- Handling a huge number of team and developing Engineers, Vendors’ Co-ordinators, also maintaining the logistic warehouse, technical support, cost manage, technical support to customers and engineers.
- Maintaining relationship with FUEL Clients & Merchants (IOCL, HPCL, NAYARA, BPCL, Retail Merchants), Bank, Merchants.
- (Formerly Known as ICICI Merchant Service)
- Support and troubleshooting to the Field Team
- Projects & Rollouts.
- Prepare analyze and methodology sent the data to Clients.
- Coordinating with Client for support on new project.
- Continuous analysis and recommendations for better performance satisfaction.
- Responsible for meeting the committed Performance level for assigned accounts through providing support for all the organizational functions involved.
- Coordinate between several work systems and practices to ensure smooth work flow within the organization.
- Process wise escalation is taking place where actual agreed TAT is crossed from concern vendors.
- Coordinating with multiple teams to close the issue at earliest and handling the challenging roles in team to achieve.
- Ensuring high level of customer service with accurate reports and performance analysis.
- Daily interact with my own teams who report me directly to run smooth operation in regions.
- Maintaining relationship with client to increase business and to solve problem to run the system.
- Maintaining supply chain management of partners and within own organization.
- Maintain relationship with Bank, Fuel merchants and to update the current service situation and escalation for entire East.
- Maintaining logistic part, L1 of defecting terminals manage.
- Looking after Pan India Retail Installations SPOC, and Aggregator partners Razpor Pay.
Sr. Manager-Field Operation-East
Hitachi Payments Services Pvt. Ltd.
10.2013 - 09.2023
- Looked after Whole East Region for field service and relationship with Banks and Merchants.
- Maintaining of POS service, Relationship with Bank and Customer, New market sourcing, promotion, promoting customers and bank about new products, payments solutions.
- Integrating payment solution, etc. to meet with clients for new products and mainly looking after the service and operation customer for their satisfaction.
- Maintaining relationship with big merchants and corporate merchants on regular visit to them and handling a huge number of team and developing Engineers, Vendors’ Co-ordinators.
- Also maintaining the warehouse, technical support, cost manage, technical support to customers and engineers, relationship maintain with Bank, Merchants.
Operation Executive
Vibgyor Group
Kolkata
09.2012 - 10.2013
- Maintain all business report all over India Branches and Branch developing and solving their problems.
- I looked after all the Branch Operation, New Branch Set up all over India.
- Taking report and solving their problems for smooth operation.
Co-ordinator and SPOC
Digital Care (P) Limited
Kolkata
11.2009 - 12.2012
- Manage NCR(ATM) project of Odisha and WB.
- I had to assign the calls to engineers and taking immediate update from engineer after that need to inform Bank Manager about the call Status.
- I have to ensure that any call should not be pending without any proper reasons and my responsibility to close the problem anyhow.
- I looked after call distribution for Odisha, West Bengal location through E-mail and Phone also and had to provide Support to Engineers.
- All the tasks I have to maintain in Word, Excel sheet and also on NCR software.
Credit/Field Officer
Bandhan Micro Finance
Kolkata
01.2007 - 01.2008
- I had to collect EMIs from field and to form new groups to give fresh loans to them and ensures 100% collection and over dues if any from them.
Education
Graduation - English, Hons.
Calcutta University
01.2006
Higher Secondary Education -
West Bengal Council of Higher Secondary Education
West Bengal01.2003
Secondary Education -
West Bengal Board of Secondary Education
West Bengal01.2001
Skills
- DTP (MS Office, Excel, etc)
- Online official software Operate
- First level hardware and software maintenance
- Ability to learn and use new applications and CRM
- Fast Learner of New Technology
Accomplishments
- Awarded with Star Performer Award from Hitachi for Best Performance
- Awarded with Most Valuable Person Award from Hitachi for Best Performance
- Awarded with Best Support Award from SBIP for Best Performance On Acheiving Targets.
Languages
- English
- Bengali
- Hindi
- Oriya
- Assames
Activities
- Organizing cultural functions and competitions
- Typing (Good)
- Land phone & mobile phone repairing course (W.B.S.T.V.C.)
- Knowledge in electric & electrical goods
Personal Information
- Father's Name: Late Provash Ch. Mandal
- Date of Birth: 13/03/1984
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Overall Experience
16+ Years
Availability
Ready to join and shift anywhere in India.
Disclaimer
I consider myself familiar with the above information. I am also confident of my ability to work in a team. I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Cluster-Head-East (Field-Operation & Relationships, Logistics)
Fiserv Merchant Solutions Pvt. Ltd.
09.2023 - Current
Sr. Manager-Field Operation-East
Hitachi Payments Services Pvt. Ltd.
10.2013 - 09.2023
Operation Executive
Vibgyor Group
09.2012 - 10.2013
Co-ordinator and SPOC
Digital Care (P) Limited
11.2009 - 12.2012
Credit/Field Officer
Bandhan Micro Finance
01.2007 - 01.2008
Graduation - English, Hons.
Calcutta University
Higher Secondary Education -
West Bengal Council of Higher Secondary Education
Secondary Education -
West Bengal Board of Secondary Education