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