Preetikana Mandal Khatua
About Candidate
Secure a responsible career opportunity to fully utilize my training and skills, while making a
significant contribution to the success of the company.
SYNOPSIS
A result oriented professional with over 10 years of experience in Customer Relationship
Management, Customer Retention & Operations.
A good administrator with creative & strategic thinking along with Strong leadership and team
player skills.
Team briefing, addressing all team issues, managing conflicts and resolving the same with
mutual benefits and positive learning’s for the team members which also profits the operations
of public office.
Confidence, Good communication skill, self Discipline, ability to stay focused towards set
objectives, ability to adapt to changing environment & take challenges.
Skills
Location
Education
Work & Experience
Coordinating with the clients for their new & existing products and implement process for the same. Troubleshooting CRM issues at clients end, while implementation of new and existing process. Ensuring the Service level, adherence of close looping and coordinating with the process owners. Managing Customer help desk, backend and outbound team, Tele-verification Desk, Retailer, Dealer and Distributor Help desk, Retention Team (MNP and Postpaid to Prepaid) and Relationship manager Desk (For Non Voice Email Tracking) and also to track their performance on daily, weekly and monthly basis. Discuss with team leaders and come up with new & Innovative ideas for the process improvement. Maintaining day wise performance of team members and updating them of their KPI’s. Weekly feedback to the team on their quality and performance level. Daily Team briefing & Maintain MIS of Retention Team (MNP and Postpaid to Prepaid) and Relationship manager (Non Voice) E-mail desk. Weekly performance discuss with clients on Process improvement.
Automate the unit for smooth operations ▪ Ensuring the Service level adherence of close looping. ▪ Build vintage in the process, by minimizing attrition/controlling attrition. ▪ Prepare work/manpower schedules. ▪ Team building & Team motivation. ▪ Maintain day wise performance of complete team and getting them updated of all KPI’s. ▪ Always ready with new & Innovative ideas for the process improvement. ▪ Ensuring desired customer delight by providing satisfactory response to customer interaction. ▪ Constantly monitor & review performance metrics for achievement of object. ▪ Assign mentor & develop the team. ▪ Tracking performance (daily, weekly, and monthly).