Description

 

Rabindranath Das

E-Mail: rabindra.s.das@gmail.com ~ Contact No.: +91 9769244112 (M)

 

Seeking assignments in Client servicing and Operations Management with an organization of repute

 

A result oriented professional with nearly 16 years of experience in Operations Management and Sales. Working with Advantmed as an Operations Manager. Adroit in driving the profitability of the business by providing the right product to the clients and then treating them in appropriate ways to maximize longevity of relationship. Adept in driving client level profitability by providing customer specific services.

 

Possess sound understanding of the principles of Operations Management, Sales, Customer Management, Customer Value Management. Deft in client segmentation, optimisation of targeting of marketing activity, campaign selection and execution. A strategist cum implementer with recognized proficiency in spearheading operations/ business with an aim to accomplish corporate plans and goals successfully.

 

Holds the distinction of leading and managing the operations and contributed higher rate of organic growth. Demonstrative excellence in conceptualizing and implementing various business strategies. An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.
May’18 Till date Talwalkars Better Value Fitness LTD , Bandra E, Mumbai – Sr. Manager, Corporate sales and Alliances.

 

Ä  Researching and identifying sales opportunity, generating leads, target identification and classification

Ä  Reaching out to new customers and making presentations or pitches outlining the benefits of product/ services

Ä  Design and implement special offers for Corporate Clients

Ä  Understanding the client requirements and then customizing the Fitness Plans / services as per their needs

Ä  Maintaining relationship with all potential and existing clients

Ä  Ensuring proper servicing and after sales support to clients

Ä  Manage, co-ordinate and ensure successful sessions for all current clients

Ä  Explore tie-ups with HR Departments for wellness and fitness-themed outstation seminars and workshops

Ä  Take care of sponsorship of the events, in- gym branding and activations

Ä  Building relationships with ad agencies and the direct clients

 

 

Dec’14 – Jan’16 & Aug 2016 – Apr’18  Advantmed, Pralhadnagar Garden, Ahmedabad – Manager, Call Center & Manager, Quality Assurance

Accountabilities:

 

Ä  Managing Team of 100, spread across U.S., Puerto Rico & India

Ä  Creating and managing SOPs

Ä  Handling Disciplinary issues & Grievances

Ä  Forecasting Staffing Requirement

Ä  Hiring, Training and Developing staff

Ä  Cost Management : Ensuring cost per transaction is below the target at all the time

Ä  Ensuring projects completion within deadline

Ä  Measuring performance of the team against SLAs and KPIs

Ä  Managing appraisals according to bell curve or business requirements

Ä  Providing Business Intelligence to organization

 

Significant Highlights:

Ä  Initiated pilot project of managing international staff from India and successfully achieved business targets in terms of cost per transaction

 

 

 

 

Dec 09 – Nov 14 ACE Multiservices, Wadia College road, Pune. Business – Operations Manager

Accountabilities:

Ä  Managing and up selling to existing client

Ä  Payment follow-ups and recovery

Ä  Handling team of 5 Business Development consultant

Ä  Developing a database of qualified leads through referrals, telephone canvassing and cold calling

Ä  Achieving sales targets through acquisition of new clients and growing business from existing clients

Ä  Area Mapping, cold calling, prospecting, negotiation, freezing on commercials and closing of deals with necessary documentations

Ä  Building and managing strong relationships with customers ensuring timely feedback from customers

Ä  Ensure timely delivery and payments

Ä  Handling client Requisites, Queries and escalations

Ä  Generating reports to give visibility to the organization

Ä  Forecasting, Hiring and Training

Ä  Conducting appraisals

 

Significant Highlights:

Ä  Achieved business targets of 130% for 2013

Ä  Tied up with 4 organizations in month (Jan 14) which has been highest in company history

 

 

Aug’03 – Nov 09          Hutchison 3 Global Services Pvt. Ltd., Malad, Mumbai – Team Operations Manager (A.M.)

(A 100% subsidiary of the Hutchison Whampoa Group- a Fortune 500 company that introduced 3rd Generation telecom technology to the world)

 

Growth Path

Aug’03- Jan’05                           Customer Service Advisor

Jan’05- Sep’06                           Team Coach

Sep’06- Aug’08                          Team Leader

Aug’08- Oct’09                           Team Operations Manager

 

Accountabilities:

Ä  Supervising 6 Team Leaders, 2 Team Coaches & 75 Agents (variable)

Ä  Responsible for improvement of efficiencies and customer experience with an objective of creating revenue generating opportunities and margin uplift from the Mumbai, CRM

Ä  Managing Service Levels – inbound & outbound calls

Ä  Monitoring team wise / advisor efficiency

Ä  Generating volumes on customer retentions & reducing disconnections

Ä  Responsible for tracking & trending best selling handsets & price plans and give recommendations to the business about the changes in propositions

Ä  Tracking the skill set performance on call quality & customer experience

Ä  Establishing performance related KPI grids based on historical data

Ä  Helping improve processes in employee engagement activities – communication, compensation and benefits, development and career mapping

Ä  Involved in vigorous hiring & employee profiling activities

 

Projects Done:

Ä  Developed a model for handset subsidy improvement for better margins

Ä  Reducing Audits Error Impact

Ä  BQ Performance Management Model

 

Significant Highlights:

Ä  Worked on process of Ownership error reduction, Error reduced by 40 % within 2 months

Ä  5th Best advisor for Dec 03

Ä  Best Team Leader for Aug and Sept 07

 

 

 

 

Academe

 

Ä  B.Com. from Mumbai University in 1999.

 

Personal Dossier

 

Ä  Address                   :             Flat 001, Building no 6, New Golden Nest Phase XI, Bhayander East, Thane 401105

Ä  Date of Birth            :           8th May 1977

Ä  Languages Known   :           English, Hindi, Marathi and Bengali

Education

Mumbai University

1999 B.com

Specialized in Accounts