Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Rahul Das

Group Leader
Kolkata

Summary

Accomplished Group Leader at IMerit Technology Services, adept in operations management and strategic planning, significantly enhanced customer satisfaction and employee performance. Leveraged analytical skills and effective communication to foster a positive work environment and drive continuous improvement. Proven track record in staff management and business development, achieving notable success in productivity and profitability.

Overview

8
8
years of professional experience
1
1
Certification
1
1
Language

Work History

Group Leader

IMerit Technology Services
04.2022 - Current
  • Directed day-to-day operations to meet performance, quality and SLAs.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Developed strong working relationships with stakeholders, fostering a positive work environment.
  • Promoted teamwork within workplace by encouraging collaboration among staff members on various projects task and organizational values.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Identified, assessed and create high value engagement program's for the controllable factors for Shrinkage and Attrition.

Team Leader

IMerit Technology Services
04.2021 - 04.2022
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.

Customer Service Team Leader

Tech Mahindra
08.2019 - 04.2021
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Handled day-to-day customer contact via phones, chat, and emails.
  • Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
  • Conducted ongoing analysis of call center metrics to identify areas for improvement and implement necessary changes.
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Contributed to the development of policies and procedures that enhanced the overall customer experience.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Used LivPerson to keep records of customer interactions, customer accounts, and file documents.
  • Prepared Customer Sentiment Analysis by collecting and analyzing customer information.

Team Leader

Wipro
12.2017 - 07.2019
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained database systems to track and analyze operational data.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Collected, arranged, and input information into database system.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Created and managed project plans, timelines and budgets.
  • Gathered, organized and input information into digital database.

Customer Service Executive

Wipro
03.2016 - 12.2017
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls, chat and emails while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.

Education

B.Tech - Electrical Engineering

Narula Institute of Technology
Kolkata
04.2001 -

High School Graduate - Science

Nimta High School
Kolkata, India
04.2001 -

Skills

  • Operations Management

  • Product and service knowledge

  • Employee Performance Evaluations

  • Cost Reduction

  • Employee Scheduling

  • Customer Relationship Management (CRM)

  • Strategic Planning

  • Staff Management

  • Business Development

  • Succession Planning

  • Contract Management

  • Recruitment and hiring

  • Problem-Solving

  • MS Office

  • Decision-Making

  • Computer Skills

  • Effective Communication

  • Analytical Skills

  • Administration and Reporting

  • Process Improvement

  • Continuous Improvement

  • Attention to Detail

  • Business Planning

    • Accomplishments

      Received mutiple awards of Top Team lead of the month


      People's Manager award for the FY2021-2022


      CSR Associate award for three consecutive years


      SME Award as a recognition from clients


      Bagged multiple performer of the month awards as customer service executive


      Received multiple customer appreciations via email OR letter to CEO



    Certification

    Aon & Hewitt (FLM)

    Interests

    Reading

    Travelling

    Sports

    Timeline

    Group Leader

    IMerit Technology Services
    04.2022 - Current

    Team Leader

    IMerit Technology Services
    04.2021 - 04.2022

    Customer Service Team Leader

    Tech Mahindra
    08.2019 - 04.2021

    Aon & Hewitt (FLM)

    03-2018

    Team Leader

    Wipro
    12.2017 - 07.2019

    Customer Service Executive

    Wipro
    03.2016 - 12.2017

    B.Tech - Electrical Engineering

    Narula Institute of Technology
    04.2001 -

    High School Graduate - Science

    Nimta High School
    04.2001 -

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