Shoubik Bhattacharya
Bengaluru ,India
Summary
A dynamic & result oriented professional with 14 years of experience across Operations,Customer Service Management,Performance Management,Continuous Improvement, SLA Management,Transition Management, Process Improvement.
Dynamic Customer Service Team Leader effective at leading diverse teams to achieve company goals. Goal-orientated Customer Service Manager with 9 years of experience in successful leadership roles. Detail-focused with knowledge of employee training techniques throughout process and dedication to meeting and exceeding Compant goals.
Overview
1
1
Certification
Work history
Team Leader Customer Service
Groupon Shared Services Pvt LTD
Bengaluru , India
02 2018 - Current
- Team Management:
- To develop and manage a team of a motivated associates individuals towards common team goals and SLAs
- Managed curbing Attrition by conducting one to ones and managing agent/team expectations
- Handled Monthly Team Performance Reviews and behavior management
- Conducting Associates -One to One's, feedback, performance evaluation reviews
- Performance Management: Monitoring of key performance indicators across all service deliverable
- Bench marking targets to meet business goals
- Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
- Effective liaison with various departments within the company to gain support and resolve issues
- Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving Resolution Rate 65%, CSAT 80%, Productivity (Chats+ Emails) Avg, of 10 Prod Hours per Month, Quality 95% , Absenteeism 5%
- Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
- Drive Performance Management Collect performance data analyze and publish.
- Cultivated environment to encourage continual process improvements.
- Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Managed workflow to continuously exceed quality service goals.
- Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
Team Leader Operations
Convergys India Services India LTD
Bengaluru , India
12 2009 - 02 2018
- Service Delivery: Apply Service delivery strategy on Contact Reduction projects, quality management projects for driving FCR at 78% and Resolution 88%, Service Level at 80%, and ASA 10 Sec
- Create a productive work environment for individuals and Lead Leadership Imperative programs for direct reportees, drive career path for employees, attrition management
- Drive Performance Management Collect performance data analyze and publish
- SLA Delivery through performance issues in a timely and professional manner
- Customer Service/Technical Adherence, FCR, AHT, Average Wrap Time, Escalations
- Team Management:
- To develop and manage a team of a motivated associates; align all tangential ideas and thoughts of individuals towards common team goals and SLAs
- Managed curbing Attrition by conducting one to ones and managing agent/team expectations
- Handled Monthly Team Performance Reviews and behavior management
- Conducting Associates -One to One's, feedback, performance evaluation reviews
- Performance Management: Monitoring of key performance indicators across all service deliverable
- Bench marking targets to meet business goals
- Demonstrated strong analytic and problem-solving skills Help improve service delivery by improving contextual understanding of business
- Effective liaison with various departments within the company to gain support and resolve issues
- Continuous Improvement: Continual Service Improvement Initiatives - Root Cause Analysis; Action plans and Tracker; CSAT analysis and close looping; Metrics analysis and close looping Creation, updating of KB articles and of new processes to ensure better productivity Identifying incident ticket audit failures and recommend the best practices to be followed in-order to increase the compliance percentage
- Analyze closed problems to identify trend and take necessary action
- Regularly monitoring the effectiveness of critical incident risk control measures and rectify any deviations from procedures Drive the Critical incident calls effectively, which involves the technical team, clients, management and vendors if required
- Establishing key areas of process improvements on client conference calls with the sole objectivity to enhance customer experience at overall process level
- Conduct weekly review meeting with team and identify gaps to take corrective action
- Profile: In, Key responsibilities: Responsible for leading new hires and ongoing training initiatives
- Coordinate with PT L's regarding ongoing development & Training
- Proactively send the process updates and ensure 100% quality
- Coordinate and assist the training team regarding ongoing development and training Analyze daily tracking including end of day course evaluations and trainee assessments and make Plan complete transition actions
- Conduct Process related and technical triages for the existing agents in Microsoft information worked and Microsoft up & Running.
- Improved productivity and customer service levels in collaboration with Operations Manager.
- Established and communication daily priorities to guide team activities.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
Escalation Officer
Convergys India Services pvt ltd.
Bengaluru , India
12 2009 - 02 2018
- Work on Escalated Incidents (Incidents which are sent the Escalation team by FLs as they are not able to resolve the issue), providing resolution by performing end to end troubleshooting keeping Customer satisfaction in mind
- Identifying, logging and diagnosing the incidents
- Queuing the incidents to the functional/hierarchical levels as per their Responsible for handling incidents spontaneously based on their severity level
- Post resolutions, troubleshooting steps for the Escalated incidents on common forums in CVG
- Constant interaction with PTLs and frontier Team for updates on products and plan troubleshooting steps for certain issues
- Being on client calls, to handle escalation calls (MS Hot Incidents) Timely follow up on escalation and any process gaps from the client end
- Provide technical assistance to FLs to handle incidents
Education
BSc ISM - Information System Management
SRM Arts and Science College
05/2004 - 06/2007
12th -
Holy Cross School (ICSE
06/2002 - 05/2004
Skills
- Team Management
- Strong team-building skills
- Service Delivery
- Technical Support
- E Commerce
- Transition Planning
- Process Improvement
- Highly focused on Employee Engagement and people management
- Employee Retention
- Receptive Communication Skills
- Problem solving ability and meeting deadlines as per the requirements of the clients
- Managed Process of different geographies - North America, EMEA, ANZ and Successfully handled
- Team building
- Leadership
- Communication skills
- Knowledge of Six Sigma
Certification
- Six Sigma Yellow Belt by COPC
- Six Sigma White Belt
Additional Information
- . I sincerely acknowledge that all details furnished in this Resume are true to the best of my knowledge.
Languages
English
Fluent
Hindi
Advanced
Bengali
Native
Timeline
Team Leader Customer Service
Groupon Shared Services Pvt LTD
02 2018 - Current
Team Leader Operations
Convergys India Services India LTD
12 2009 - 02 2018
Escalation Officer
Convergys India Services pvt ltd.
12 2009 - 02 2018
BSc ISM - Information System Management
SRM Arts and Science College
05/2004 - 06/2007
12th -
Holy Cross School (ICSE
06/2002 - 05/2004