Swagat Chakraborty
Kolkata
Summary
MBA in Marketing with over 20+ years of rich experience in Operations’ Management, Service Excellence, Sales service, Debt Receivables, Collection efficiency Enhancements, Training & Development, Quality Compliance & Team Management. Strategic National Head known for high productivity and efficiency in task completion. Possess specialized skills in leadership, strategic planning, and stakeholder management. Excel in communication, problem-solving, and adaptability, ensuring successful project outcomes and team cohesion.
Overview
23
23
years of professional experience
Work History
National Head Service Operations
CONNEQT Business Solutions LTD.
Mumbai
08.2022 - Current
- Heading the NATIONAL DEBT RECEIVABLE VERTICAL, leading the post Sales & Service Experience team, earning the highest revenue.
- Gained comprehensive experience in sales, service, collections, quality operations related to service delivery, and client negotiations.
- Also learned good insight in creating brand and service awareness.
- Proficient in managing and leading teams for running successful service operations and experience of implementing procedures, managing backend and front end operations for business excellence.
- A keen planner and implementer with a track record of developing operational policies, norms, systems, and controls, motivational schemes, and customer service standards.
- Ensured compliance with all applicable laws, regulations, and codes of practice relating to the operation of a national headquarters.
- Collaborated closely with senior management to ensure alignment between corporate strategy and national initiatives.
- Managed a portfolio of delinquent accounts and implemented strategies to reduce delinquency.
- Assisted customers in resolving billing disputes or other issues that impacted their ability to pay outstanding balances.
- Analyzed financial data such as income, expenses, assets and liabilities to determine an appropriate payment plan for each customer.
- Developed relationships with customers to encourage resolution of overdue accounts.
- Monitored customer accounts for payment trends, credit worthiness and compliance with terms.
- Prepared monthly reports on collection activities, aging status and performance metrics.
- Verified accuracy of customer information prior to initiating contact for collections.
- Coordinated legal action against delinquent accounts when necessary.
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
- Provided excellent customer service while collecting past due amounts from customers.
- Ensured compliance with applicable laws related to debt collection practices.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Head of Collections
Dhani Loans & Services
Bhubaneswar
11.2021 - 06.2022
- Resolved escalated disputes between customers and the company concerning collections matters.
- Evaluated external debt collection agencies for potential partnerships.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Analyzed customer payment trends and developed strategies to reduce overdue accounts.
- Collaborated with legal department to initiate litigation against delinquent customers when necessary.
- Developed procedures to ensure timely collection of payments from customers.
- Maintained accurate records of all collection activities in accordance with local laws.
- Conducted periodic audits of customer accounts for compliance purposes.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Created reports for management on past due accounts and delinquency rates.
Head Customer Service Department
Bharti Airtel Limited
Bhubaneswar
04.2010 - 07.2021
- Analyzed customer feedback data in order to make informed decisions about future changes or improvements.
- Responsible for ensuring compliance with applicable regulations governing the provision of goods or services by the organization.
- Developed strategies for responding effectively to difficult customers while maintaining professionalism.
- Recruited, trained, managed, coached, mentored, evaluated, promoted and demoted employees as necessary.
- Implemented new processes and procedures to improve efficiency within the customer service department.
- Researched industry best practices in order to stay ahead of the competition.
- Built strong relationships with external vendors in order to ensure seamless delivery of services.
- Reviewed employee performance evaluations on a regular basis in order to provide constructive feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Worked closely with sales teams to ensure proper invoicing processes were followed.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Evaluated external debt collection agencies for potential partnerships.
- Advised senior management on best practices related to collections policies.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Performed research and due diligence to resolve issues.
- Conducted month-end balance sheet reviews and reconciled variances.
- Suggested process improvements to secure prompt and regular receipts for organization.
Head of Service Delivery Department
Reliance Communications
Bhubaneswar
08.2007 - 05.2010
- Monitored customer feedback to identify potential areas of improvement in service delivery.
- Ensured compliance with quality standards by developing and implementing processes to monitor performance against SLAs.
- Collaborated with senior leadership to develop long-term strategies for achieving desired business objectives through effective service delivery practices.
- Analyzed data from customer surveys to assess customer satisfaction levels with service delivery outcomes.
- Identified areas for improvement in existing services and developed strategies for delivering improved services.
- Reviewed contracts with vendors and suppliers related to service delivery initiatives.
- Prepared reports on departmental activities, budgets, and other financial matters.
- Resolved escalated complaints from customers regarding service delivery issues promptly and professionally.
- Created and maintained effective relationships with stakeholders, customers, and suppliers.
- Managed the daily operations of the Service Delivery Department, including staff recruitment and training.
- Conducted periodic reviews of service levels agreements with external customers to ensure they are met effectively.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Supported sales team members to drive growth and development.
Service Ops. Head of Access Business Unit
TATA TELE SERVICES LTD.
Bhubaneswar
09.2006 - 08.2007
- Responsible for sales, provisioning, and activation of PCO.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Revenue Planning and Ensuring the Revenue Enhancement month on month as per circle AOP.
- Up-selling of promotional products to retain subscribers.
- Handling customer lifecycle activities.
- Ensuring pack penetration and thereby increasing local, national, and long distance traffic.
- Designing Win back offer for Churn customers and thereby reducing Grace & Churn %.
- Recognized by management for providing exceptional customer service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Head of Client Services
Bharti Airtel Limited
Sambalpur
05.2004 - 09.2006
- Heading retail service end to end for all sales and service connects.
- Managed Voluntary Retention (Orissa) Postpaid from 15th Oct 2005.
- Identified opportunities for process optimization and created action plans to improve efficiency.
- Organized training sessions for new hires in order to familiarize them with the company's products and services.
- Resolved escalated complaints from customers through effective problem-solving techniques.
- Ensured adherence to company policies, procedures, and standards when providing services.
- Assisted in creating detailed project plans that included timelines, resources needed, milestones.
- Developed and maintained relationships with key clients to ensure their loyalty.
- Performed quality assurance checks on all work produced by the Client Services Team.
- Analyzed customer feedback data to identify areas of improvement in service delivery processes.
- Participated in industry events and conferences aimed at networking with potential customers.
- Helped in the smooth functioning during the launch phase.
- Developed comprehensive reports on customer service activities including KPIs tracking results against goals.
- Maintained strong rapport with existing clients and interacted with potential clients.
- Established business challenges and came up with successful solutions to fix issues.
- Frequently traveled to visit with assigned territories.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Manager Sales & Quality Control
Mayfair Lagoon
Bhubaneswar
04.2001 - 05.2004
- Organized promotional activities such as contests or giveaways.
- Monitored customer feedback via surveys or online reviews.
- Negotiated contracts with corporate clients.
- Developed promotional materials for special events or packages offered by the hotel.
- Attended industry-related functions such as trade shows, conventions, and conferences.
- Collaborated with other departments within the hotel organization to promote sales initiatives.
- Conducted market research to stay current with industry trends and competitive pricing practices.
- Researched competitors' activities in order to gain insight into their strategies.
Education
Selling Skils - Going Extra Mile Training & Certification -
01.2020
Quality Enhancement Certification -
01.2017
Green Belt Six Sigma Certification -
01.2011
Enhancing Customer Experience Certification -
01.2009
MBA - Sales And Distribution
Manipal University
Manipal04-2008
Diploma in Hotel Management -
DSMS DURGAPUR
Durgapur, West Bengal01.2001
B COM - Financial Accounting
Bangabashi College
06-1996
Skills
- Effective Communication
- Leadership Skills
- Team Management skills
- Problem-solving
- Effective Time management
- Performance Improvement
- Analytical Reasoning
- Past due procedures
- Billing understanding
- Account Reconciliation
- Employee Retention
Accomplishments
- Awarded STAR OF THE MONTH in the month of May 07 at TATA TELE SERVICES.
- Bagged Award in "Pinch Hitting" target .(reduction in grace% and total completion of Address verification of customer before Turn Around Time. )
- Awarded for Project completion on Streamlining of call routing to Dealer Helpdesk.
- Best Employee Award received in appreciation of reduction of customer churn increase in collection efficiency Apr- 2018.
- Best Zonal Head Award for consistently maintaining Prepaid & Post-paid.
- Best Customer centric employee Award – Awarded by chairman’s office, May 2016.
- "Best Learner Award" on E- Learn platform won for consecutively 3 years, 2015-17.
- Best Sales & service Support Award - 2017.
- Best Customer Experience Team Leader Award - 2018.
- Best Employee Award of the Circle - 2019.
- Best Customer centric employee Award - 2020.
Activities
- Member of CSR activities - Child Education Support
- Active participant of NGO - Women Development
Personal Information
- Father's Name: Mr. S.K. Chakraborty
- Date of Birth: 07/31/75
- Gender: Male
- Nationality: India
- Marital Status: Married
Languages
- English
- Hindi
- Bengali
- Oriya
Hobbies and Interests
- Reading Books
- Travelling
- Blogging
- Photography
Timeline
National Head Service Operations
CONNEQT Business Solutions LTD.
08.2022 - Current
Head of Collections
Dhani Loans & Services
11.2021 - 06.2022
Head Customer Service Department
Bharti Airtel Limited
04.2010 - 07.2021
Head of Service Delivery Department
Reliance Communications
08.2007 - 05.2010
Service Ops. Head of Access Business Unit
TATA TELE SERVICES LTD.
09.2006 - 08.2007
Head of Client Services
Bharti Airtel Limited
05.2004 - 09.2006
Manager Sales & Quality Control
Mayfair Lagoon
04.2001 - 05.2004
Selling Skils - Going Extra Mile Training & Certification -
Quality Enhancement Certification -
Green Belt Six Sigma Certification -
Enhancing Customer Experience Certification -
MBA - Sales And Distribution
Manipal University
Diploma in Hotel Management -
DSMS DURGAPUR
B COM - Financial Accounting
Bangabashi College
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