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Sandipan Mukherjee

MB NO: +91-9xxxxxxxxx~ E-MAIL ID-sandipanmukherjee@abc.com

~ OPERATIONS / CUSTOMER RELATIONSHIP MANAGEMENT ~

Offering over four years of experience in managing Operations involving Customer Service, Corporate Banking, Hospitality, Inventory & Supply Chain Operations, Training, Marketing, Administration, Customer Relations, etc. Outstanding abilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures and service standards for business excellence.

Proficient in managing customer service operations and successfully achieving the given targets. Have successfully & efficiently handled the operations with a proven track record of understanding the requirements of the client & providing customized services. An executor with exposure in managing operations with an aim to accomplish corporate plans & goals successfully.

Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions. Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues. Experience in functioning as an escalation gate to resolve critical issues of the team members. Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management.

*Areas of Multi-faceted strengths include*:




~Vendor Management	*~ Operations Management*	*~ Logistics Management*

*~ Marketing/ Business Development*	*~ Merchandising (Consumer Durables)*	*~ Inventory Control & Margin Check*

*~ Training/Team Management*	*~ Budgeting & Cost Optimization*	*- Customer Relationship Management*

*~ Front Office Management*	*~Promotions/ Brand development*	*~ Financial Statement Analysis*

*~ Cash Operations- Corporate Banking*	*~ Benchmarking & Competition Analysis*	*~Distribution - FMCG*

PROFICIENCY FORTE

Ê Heading operations with view to achieve business objectives & ensure top line and bottom line profitability.

Ê Leading, mentoring & monitoring the performance of the team to ensure efficiency in business operations, meeting individual & group target.

Ê Planned effective Sales Planning for branches with focus on High margin products, Private labels, new product introduction & effective target distribution.

Ê Ensuring high-quality customer experience, elevating customer satisfaction, while adhering to the timelines and work processes and thus managing cost-effective operations.

Ê Reviewing financial statements for smooth operations.

Ê Tracing variety of data to forecast buying trends. Analyze competition, market positions, product lines and service levels.

CAREER SCAN

ABC BANK, KOLKATA

OFFICER, GLOBAL CASH OPERATIONS

June 2012- August 2012

ROLES AND RESPONSIBILITIES

· Cleared - funds and financial products moved between buyer and seller;

· Settled - ownership confirmed efficiently and accurately;

· Reconciled - correctly documented and reported.

· Running processes to clear and settle transactions;

· Reconciling systems by checking that the data flows from the revenue-generating front office to the operations systems (operations control);

· Monitoring the activity and reports of daily transactions;

· Investigating breaks in the cash account.

· Liaising with clients regarding transaction settlements, as and when required;

· Troubleshooting systems problems.

· Handling Payments Procedure which includes RTGS, NEFT and Fixed Deposits for Corporate Account.

PRE-MBA

ABC INDIA PVT. LTD., KOLKATA

CUSTOMER SERVICE EXECUTIVE

March 2009- June 2010

ROLES AND RESPONSIBILITIES

· Maintained Customer Service Levels as per Company guidelines, by checking in various reports of Customer Waiting Time in Branch & Service Points Audits, average time to process and order for a consultant, accuracy, speed & levels of customer satisfaction.

· Maintaining excellent service quality at the time point of enquiry and follow up.

· To ensure that all marketing plans and information are received from the Marketing Ops Manager and translated into clear team briefs.

· Work with the team leader for the Support Team, Marketing team and other managers to identify gaps in the service where more customers can be guided to make improvements to help them in achieving targets.

· Identify and investigates growth opportunities for the company with the customers adherence, created new push sale trackers for Front Desk and Back End Tele Callers.

· Attentively kept close check on minimum par stock in stores for effective material management.

· Strategized the long term business directions of the region to ensure maximum profitability in line with organisational objectives.

Monitored Call answering process, average time to place an order over phone and productivity report.

ABC, KOLKATA

GUEST SERVICE ASSOCIATE

Jan 2007- March 2009

ROLES AND RESPONSIBILITIES

· Ensured maximum guest satisfaction by closely interacting with guests to understand their requirements & customizing products & services to their needs. Provided training as well as motivated the front line staff to deliver 100% guest satisfaction.

· Implemented systems, managing daily operations to achieve maximum efficiency in various operations; implemented strategy to exceed revenue budgets, increase footfalls and brand loyalty.

· Developed budgets & annual plans to manage facilities as per organisational needs & parameters.

· Strictly adhering to the established operating expenses, control costs and obtain correct room revenue.

· To assist in the training of the Front Desk, Bell desk, Guest services, ensuring they have the necessary skills to perform their duties with maximum efficiency.

· To conduct daily pre-shift briefings of employees on rooms occupancy, arrival & departures, functions / events and special attention that is needed.

· To liaise with housekeeping and other related department on daily operation.

· To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.

ACADEMIA

Degree	School/University	Marks	Achievements	Year
Masters in Business Management	ABC University, UK	73% (Distinction)	Ranked 2^ndin the batch	2012
Industrial Certified Accountancy (ICA)	ICA Institute, Kolkata	Secured highest grade A		2007
Bachelors in Hospitality Management	ABC, Kolkata	65%	Batch topper	2007
Class XII	ABC School, Kolkata	63% (Accountancy and Business Commerce)		2004
Class X	ABC School, Kolkata	65%		2002