Sambit Chatterjee

Creating, training, reviewing and managing team of delivery persons, supervisors for delivering the task as stated in their SOP Visiting clients after the project as to ensure quality levels were met Supported the sales team in terms of customer needs and project follow-up to generate future business prospects, resulting in client increase of 15% Provided upper management with weekly project status updates and estimates, resulting in efficiency increase of 33%

Required to lead a team of call quality resource and meeting the performance parameters and SLAs Dip checks to maintain hygiene, avoid malicious attempt to gain a sale,low CSAT rating To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls Perform training need analysis by measuring the performance and analyze trending which is followed by sessions/trainings or redesigning the training structure if required

Capture all information ascertained accurately and elaborately call dissatisfied customers and establish the reasons for dissatisfaction Identify areas of improvement and report this to the Team Leader Identify root causes by regular RCA with the TLs Handle escalations: create and maintain complaints To conduct audits as per defined guideline To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls

Marketing Operations Retail

Basic Computer Science Mechanical Engineering