SUSANTA NATH
Kolkata
Summary
Dynamic Call Center Manager with a proven track record at Dr Paul's Advanced Hair & Skin Solutions, excelling in customer service and CRM management. Expert in data analysis and complaint resolution, I drive performance improvements and employee engagement, enhancing client retention and satisfaction through strategic initiatives and effective team training.
Overview
25
25
years of professional experience
Work History
Call Center Manager
Dr Paul's Advanced Hair & Skin Solutions
Kolkata
03.2010 - Current
- Working with highly professional team members to respond to customer inquiries through calls, chats, emails, and social platforms with patience and positivity to establish an excellent first impression.
- Coordinate with PAN India centers regarding clients' appointments for consultation, service, and issues regarding any service.
- Responsible for caring for the client's grievance and retention.
- Proper utilization of CRM and software developed customizable reporting tools to generate client, revenue, and other internal reports.
- Team members are training regarding product, etiquette, and performance evaluation.
- Strategies related to business development, promotions, and quality of services.
- Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Analyzed business performance data and forecasted business results for upper management.
- Led the successful rollout of telemedicine services, improving patient accessibility.
- Collaborated with healthcare providers to enhance digital consultation efficiency.
- Implemented secure and compliant telehealth platforms, ensuring a seamless user experience.
- Increased patient engagement and satisfaction through effective marketing strategies.
- Spearheaded operational workflows, optimizing appointment scheduling, and follow-ups.
Call Center Executive
Aegis BPO
Kolkata
10.2006 - 08.2009
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Worked for Tata Telecommunication,postpaid Tata Indicom division.
- Job involvement with product information to clients, Dealer's issues, technician's issues, new connection activation.
Sales Executive
Range Foods Ltd.
Aurangabad
03.2000 - 04.2006
- Targeted new markets and increased sales through proactive sales and negotiation techniques.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Attracted new clientele and developed customer relationships by hosting product-focused events.
- Executed local, regional and national marketing and branding initiatives to drive sales within existing and prospective accounts.
Education
MBA: Master of Business - Economics
IPS Academy Indore
IndoreBachelor of Science - Microbiology
Maulana Azad College
AurangabadHigh School Diploma -
Barasat Govt College
BarasatSecondary Education -
B-zone Boys Multipurpose High School
DurgapurSkills
- Quality controls
- Performance improvements
- Employee engagement
- Productivity Standards
- Data collection and analysis
- Customer service
- CRM management
- Data analysis
- Report generation
- Sales strategies
- Complaint resolution
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Accomplishments
- Achievement certificate received from Aegis BPO
- Best Performer certificate from Dr. Paul’s Advance Hair & Skin Solutions
Timeline
Call Center Manager
Dr Paul's Advanced Hair & Skin Solutions
03.2010 - Current
Call Center Executive
Aegis BPO
10.2006 - 08.2009
Sales Executive
Range Foods Ltd.
03.2000 - 04.2006
MBA: Master of Business - Economics
IPS Academy Indore
Bachelor of Science - Microbiology
Maulana Azad College
High School Diploma -
Barasat Govt College
Secondary Education -
B-zone Boys Multipurpose High School
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