Utsav Kundu
Assistant Manager - Business Operations
Gurugram
Summary
I am a highly self-motivated and data-driven professional with 7+ years of experience in Business Operations. My expertise lies in team building and fostering strong relationships with stakeholders, both internal and external. Currently, I am seeking a new opportunity in a growth-driven team that values collaboration, creativity, and innovation. I am eager to take on challenging work that will enable me to utilize and enhance my skills. Thank you for considering my application.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
3
3
Languages
Work History
Assistant Manager
Byju's Tution Centre
Gurgaon
09.2022 - Current
- I am responsible for handling business operations to enhance the customer experience across 303 Byju's Tuition Centres PAN India.
- Monitoring performance using key performance indicators (KPIs) specific to each center, providing valuable insights and recommendations for improvements based on analysis of multiple data points. Able to move the email process to more efficient Chat Process.
- Created multiple realtime dashboards using MS Excel and G Sheet to showcase the performance of L1, L2, and L3 teams on a daily, weekly, and monthly basis, providing stakeholders with accurate insights for informed decision-making.
- Utilized MS Excel to conduct data analysis, specifically focusing on weekly and monthly queries, I identified the top queries and created an issue tree using the Pareto Theorem, allowing for better visibility of query patterns. This data-driven approach help in increasing the Customer Satisfaction (CSAT) score from 3.9 to 4.6.
- Leading the successful implementation of recommended strategies to drive operational excellence and enhance customer satisfaction.
- Achieved SLA results with a 95% score for task handling and a 90% score for case closure on a weekly and monthly basis through data-driven operational strategies.
- Taking ownership of the "Project Delight" initiative, measuring the effectiveness of Customer Success and addressing additional student requirements through CSAT and NPS feedback.
- Implementing an automated response system and structured methods for query resolution on Salesforce CRM, resulting in improved operational efficiency and enhanced customer support.
- Resolving operational issues during Renewal Sales, ensuring efficient resolutions and maintaining high levels of customer satisfaction.
- Successfully addressing continuous issues such as abandoned calls, timely task closure, and productivity, leading to a 40% reduction in reported issues.
Team Leader - UPI Operations
Paytm Payments Bank
Noida
01.2020 - 09.2022
- Successfully managed day-to-day activities of the Escalation Desk (L3) Team, consisting of 28 members, ensuring adherence to procedures and policy guidelines.
- Conducted effective training sessions and motivated advisors to achieve daily targets, resulting in team productivity exceeding 105% each month.
- Managed monthly shrinkage levels up to 18% and quarterly attrition up to 5%, optimizing team efficiency and minimizing staff turnover.
- Conducted regular quality audits, dip-checks, and calibration sessions to improve the overall quality score for the Escalation Desk Team, consistently maintaining it above 90%.
- Achieved and exceeded the department's KPI (Key Performance Indicator) of Average Resolution Time (ART), consistently maintaining it at 92%.
- Managed internal, RBI, and social media escalations, providing timely and effective resolutions to customers.
- Managed the complete dispute management system, including Chargeback, Pre-arbitration, Arbitration, and Fraud Chargeback processes.
- Created an automated dispute resolution system for customers, successfully transitioning 98% of related queries from a manual process. Resulted in an 85% reduction in errors for timely dispute resolution.
- Ensured all remaining manual disputes were raised within the defined TAT (Turnaround Time) set by NPCI/RBI.
- Collaborated with the process excellence team to enhance SOP based on data analysis of customer queries, transaction types, and touchpoints.
- Contributed to the development of the Paytm App by providing numerous process changes to the product team, focusing on both front-end and back-end improvements.
- Assisted in updating BOT automation for the 24*7 Help & Support section, improving efficiency and customer support capabilities.
Senior Quality Associate - UPI
Paytm Payments Bank
Noida
05.2018 - 01.2020
- Performing regular quality checks for the Level 1, Level 2 & Escalation Desk Team
- Conducted regular Quality Audit on random cases, Dip-Checks, Calibration to improve the Quality Score from 82% to 88% for Level 1 & Level 2 Team. Also, improved the overall quality from 80% to 85% for Escalation Desk (ED) Team
- Overview the Dispute management process so that all the Chargeback and Pre- arbitration are being raised within the TAT defined by NPCI
- Worked directly for setting up the Nav-Engine Process for Paytm. Developed and made live the same for UPI
Data Quality Executive
Times Internet Limited - Times of India
Noida
04.2016 - 05.2018
- Managing the entire Data & Content and MREs of Kolkata and making sure that the online data adheres to the set formats and requirements
- Leading the Field MRE team. Ensured smooth start for the newly joined MREs by providing them proper training and assistance
- Reporting bugs and errors on the website and official mobile applications as well as MRE data collection application and Dashboard
- Training the employees and framing Standard Operational Procedures (SOP)
- Worked on the “GIRF” and “CNY” project for the year 2016-17 and 2017-18 and “Times Food and Nightlife Awards 2017”
Relationship Manager
Shopmatic
Delhi NCR
01.2016 - 03.2018
- Providing online portal to the local sellers and shop keepers with their individual customization.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of the products and services and exceeded performance metrics for customer service.
Education
MBA - Marketing
07.2014 - 04.2016
BBA - Business Management
07.2011 - 06.2014
Higher Secondary -
04.2001 - 04.2011
Skills
Analysis on Data, Attention to Detail
Collaboration & Teamwork, Team Building
Build Quality Relationship
Leadership & Management
MS Excel, Google Sheet, SQL (Beginner), SAS (Beginner)
Salesforce, Freshdesk, Freshchat, Zendesk
Google Analytics, Power BI
Timeline
Assistant Manager - Byju's Tution Centre
09.2022 - Current
Team Leader - UPI Operations - Paytm Payments Bank
01.2020 - 09.2022
Senior Quality Associate - UPI - Paytm Payments Bank
05.2018 - 01.2020
Data Quality Executive - Times Internet Limited - Times of India
04.2016 - 05.2018
Relationship Manager - Shopmatic
01.2016 - 03.2018
Ishan Institute of Management And Technology - MBA, Marketing
07.2014 - 04.2016
Techno India - BBA, Business Management
07.2011 - 06.2014
Bidhannagar Govt. High School - Higher Secondary,
04.2001 - 04.2011