Rajib Mitra
@rajibmitra
Experienced manager in business operations and customer relationship management.
IndiaWhat I'm looking for
I am a seasoned professional with over a decade of experience in IT, ITES, and the healthcare sector. My journey has taken me through various roles, including operations management and customer relationship management, where I have honed my skills in service delivery, quality control, and business operations. I hold a Lean Six Sigma Black Belt certification, which has equipped me with the tools to drive efficiency and excellence in my teams.
Currently, I serve as the Manager of Business Operations at Lukmaan IAS EdTech Pvt. Ltd., where I oversee a telemarketing team and manage daily operations across various departments. My previous roles have included leading business operations at UnAyur Marketing Pvt. Ltd. and FoodPanda, where I focused on enhancing customer satisfaction and streamlining processes. I am passionate about motivating teams to excel and ensuring that we meet our business objectives while delivering exceptional service.
Experience
Work history, roles, and key accomplishments
Manager - Business Operations
Lukmaan IAS EdTech Pvt. Ltd.
Nov 2020 - Present (4 years 6 months)
Managed the tele-marketing team and interacted with customers on social media. Oversaw day-to-day operations of the academic department, including workforce planning, HR functions, and academic integrity. Collaborated with the student support team to address student inquiries and concerns.
Head CRM
UnAyur Marketing Pvt. Ltd. (Atiya Herbs)
Nov 2017 - Present (7 years 6 months)
Managed business operations and an internal contact center, overseeing a team of assistant managers, team leaders, quality analysts, and associates. Created key metrics and reports, identified gaps, and implemented new processes. Ensured customer delight and generated sales.
Manager Operations
FoodPanda.in
Apr 2015 - Present (10 years 1 month)
Managed inbound and outsourced units, including managers, assistant managers, team leaders, quality analysts, associates, and content writers. Maintained a thorough understanding of the system, created key metrics and reports, and monitored performance metrics. Acted as a liaison between the BPO and Foodpanda.
Business Manager
Compucom m Tech
Feb 2011 - Present (14 years 3 months)
Managed an entire inbound technical support and sales process, as well as a domestic outbound process. Responsible for achieving revenue targets, profit and loss accountability, and ensuring customer satisfaction. Implemented strong systems and processes and managed client relations.
Team Leader
HCL Technologies (BPO Services)
May 2007 - Present (18 years)
As a Team Leader, ensured the team achieved targets, coached agents, and conducted performance appraisals. As a Performance Improvement Coach, audited and monitored calls, coached agents, and interacted with clients on quality standards. As a Senior Technical Support, troubleshot DSL, Dial Internet, and AT&T supported networks and software.
Technical Support Executive
Convergys India Services Pvt. Ltd.
Jan 2003 - Present (22 years 4 months)
Worked as a Technical Support Officer representing Microsoft Inc. Resolved issues with Windows 98/Me for home users in the USA.
Programmer
Mindset Consulting Pvt. Ltd.
Apr 2000 - Present (25 years 1 month)
Worked as a programmer on a Sales Project for Jayshree Textiles using Visual Basic and Sybase. Worked on a project for Daulat Securities on Client Database Management using Visual Basic and MS-Access. Created reports using an MS Access database.
Data Entry and Computer Maintenance
Prestige Traders Pvt. Ltd.
Oct 1998 - Present (26 years 7 months)
Responsible for data entry and computer maintenance. Maintained outgoing and incoming checkbooks and handled all types of outdoor jobs.
Education
Degrees, certifications, and relevant coursework
I.I.S.W.B.M, Calcutta
Post Graduate Diploma, Business Management
Completed a post graduate diploma with a specialization in Systems.
Calcutta University
B.Com, Commerce
Obtained a Bachelor of Commerce degree.
La Martiniere for Boys
10 + 2
Completed 10 + 2 level education.
La Martiniere for Boys
I.C.S.E
Completed I.C.S.E level education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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