ATRI KUMAR BANERJEE

~ Operations Management Professional: Assistant Manager

E-Mail: atrib56@gmail.com Mobile: +91-9538150891
An achievement-oriented professional; targeting managerial-level assignments in Operations Management with an
organization of high repute preferably in Bangalore/Kolkata

CORE COMPETENCIES PROFILE SUMMARY

~ Data Analysis
~ Project Coordination
~ Business Development
~ SOP Formulation
~ Escalation Management
~ Operational Excellence
~ Business Process Improvement
~ SLA Management
~ Performance Management
~ Resource Management
~ Team Management
 MBA (Lean Operations) with over 6 years of enriched experience in
Operations Management
 Prepared the SOP for customer experience pertaining to large
installation & demo which showcased end-to-end business; this
initiative brought in additional business worth
 Consistent top performer with skills in building high performing
teams that excel in delivering business value with high morale & low
attrition; leading, training & monitoring performance of the team
members for maintaining excellence in the service operations
 A keen planner with expertise in maintaining streamlined
functioning of process operations and enhancing operational
efficiencies; monitoring and ensuring compliance to the agreed SLAs
 Proven skills in forging effective relationships with a diverse set of
stakeholders (partners, business units, functional groups-vendors,
consultants, external agencies) on matters relating to management
systems for establishing, implementing & continually improving
solutions
 Capability to succeed in a fast and commercial working
environment; excellent interpersonal, communication and
presentation skills, with the capability to work under pressure

ORGANISATIONAL EXPERIENCE

Since Nov’16 with Flipkart Internet Pvt. Ltd., Bangalore as Assistant Manager

Role:
 Managed Flipkart Large category products such as TV, Refrigerator, AC, Washing Machine back-end customer experience
unit
 Currently supervising Flipkart’s Reverse shipment and Order Management unit’s back-end customer experience team
 Devising strategies for smooth operations of business processes, defining continuous improvement processes,
developing employees' strengths and building strong teams, structures & processes
 Driving service operations for rendering and achieving quality services; providing first line customer support by
answering queries & resolving issues and ensuring minimum TAT
 Defining service standards and guidelines that serves as benchmark for excellent service delivery
 Performing data analysis in terms of identifying week-on-week delta of key performance metrics like customer
resolution rate, call quality scores, and breach percentage
 Ensuring an optimum contact center environment to answer maximum calls with lowest AHT & by achieving service
level
 Motivating, training, coaching, and delivering feedback to agents as well as Team Leaders to gauge weekly and monthly
performances
 Arranging agents in terms of call forecast for upcoming days to ensure optimum capacity utilization
 Interrogating potential candidates based on units requirements to identify best talent fit for team
 Attending daily huddle meet with Team Leaders to re-brief them on daily operational goals
 Assessing bi-yearly performance of members in order to appraise their performances; monitoring unit’s performance
on daily basis, formulating & completing action plans for further improvements
 Encouraging employee engagement activities for achieving cohesion of employees across unit
 Supervising high level client escalations by providing resolutions keeping company procedures into consideration

Significant Achievements:
 Recommended Customer Experience Process training programs for new joinees; ensured that trainings delivered to the
team were put into effect and feedback was given on the program success, thereby ensuring a transparent review of
acquired talent
 Measured employee satisfaction using methods such as C-SAT and recommended Inbound Process Improvement
initiatives towards enhancing efficiency levels
 Executed the Hourly Productivity Gauge project to increase productivity of agents and contact rate for the Large
Customer Experience team
 Successfully implemented Lean Tools (Kaizen, Pareto, Fishbone) operational excellence plans, thereby leading to an
increase in efficiency (process and human resource) over a period of 18 months for large customer experience process

PREVIOUS WORK EXPERIENCE

Sept’16 to Oct’16 with RedHat, Bangalore as Sr. Customer Service Associate

Significant Achievements:
 Successfully managed Redhat Training and Certification unit
 Restructured existing process flow in order to develop a lean delivery
 Communicated & coordinated effectively with internal & external partners, as well as clients and customers

May’13 to Aug’16 with Get Friday, Bangalore

Growth path:
May’13 to Feb’14: Management Trainee
Feb’14 to Aug’16: Team Lead

Significant Achievements:
 Administered a team of 10-15 Client Service Associates with a lowest attrition rate of 3% through effective team
management
 Augmented unit growth to almost 46% in FY 2015-16 by taking long-term sustainable decisions through effective
observation, analysis and listening skills
 Managed implementation of different operational concepts like Kaizen, and Pareto to develop a Lean Process to
maximize the output
 Received award for:
o Attaining 2nd place in inter-college Lean Operations event EXITO-2012
o Winning “Case Study Competition” conducted by TARGET
 Got selected for TTK Services Best Performer award in FY 2013-14
 Designed widely accepted checklists, manuals, dossiers in order to adhere by company processes
 Supervised back-end operations for clients from E-commerce, Food, NGO sectors from Euro Time Zone

ACADEMIC DETAILS

 MBA (Lean Operations) from Christ University Institute of Management, Bangalore in 2013
 B.Tech. from MCKV Institute of Management, Kolkata in 2010

EXTRACURRICULAR ACTIVITIES

 Conducted national seminar on the topic “Lean & Green” at Christ University, Bangalore

IT SKILLS

 Proficient in MS Office and other Internet Applications

 Hands on experience and working knowledge in Power BI – A Business Analytics service by Microsoft

PERSONAL DETAILS

 Date of Birth: 21st October 1988

 Languages Known: Bengali, English, and Hindi
 Address: #Flat 414, SLV Garuda Palace, Thirumenahalli, Bangalore- 560064