Open to opportunities

Sounak Dutta

@sounakdutta

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Versatile professional with 10+ years in customer success and events.

India

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What I'm looking for

I am looking for a role that fosters growth, values customer satisfaction, and encourages innovative solutions.

I am a versatile and results-driven professional with over 10 years of experience in customer service, client relations, and corporate events. My journey has been marked by a proven track record in luxury hospitality and social media marketing, where I have honed my skills in conflict handling and cross-functional collaboration. I am passionate about driving business objectives while maintaining a keen focus on customer satisfaction and creating excellent customer experiences.

In my current role as a Customer Success Expert, I analyze existing business processes to identify bottlenecks and implement process improvement training plans. I have successfully maintained customer onboarding processes and streamlined inquiry processes, leading to a significant reduction in handling time. My previous experiences in hospitality and event management have equipped me with the ability to conceptualize and execute corporate events, ensuring client satisfaction and financial success.

With a strong foundation in digital marketing and customer relations, I am adept at utilizing data analysis to enhance service delivery and customer retention. I thrive in dynamic environments where I can leverage my leadership skills and innovative thinking to contribute to organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Expert

Current

RG Enterprises

Jul 2024 - Present (11 months)

Analyzed business processes to identify bottlenecks and implemented improvements. Maintained customer onboarding processes and created innovative guidelines to enhance customer interest. Managed escalations and retention clients, contributing to a 10% increase in repeat business.

Customer Success Process Improvement Data Analysis CRM Tools Conflict Resolution Customer Onboarding Change Management Escalation Management Training Development Retention

Hospitality and Events Duty Manager

Baxter Storey (NatWest)

Sep 2023 - Jun 2024 (9 months)

Planned and executed corporate events, managed financial audits, and prepared reports on event outcomes. Developed event promotion strategies and ensured client satisfaction through effective resource management.

Event Management Financial Audit Resource Management Event Planning Vendor Management Budget Management

Event Marketing Coordinator

Tayview Hotel

May 2021 - Sep 2023 (2 years 4 months)

Created event proposals, managed budgets, and coordinated events with up to 200 attendees. Evaluated marketing strategies and achieved significant revenue goals through effective stakeholder management.

Event Coordination Budget Management Stakeholder Management Marketing Strategies Legal Compliance Revenue Proposals

Fraud Transaction Risk Investigator

Amazon

Jun 2019 - Nov 2020 (1 year 5 months)

Investigated fraudulent transactions and educated customers on fraud policies. Handled escalated complaints and provided live chat support while ensuring swift resolutions and account security.

Fraud Investigation Customer Education Live Chat Support Risk Management Data Analysis Customer Service Transaction Monitoring Policy Implementation

Senior Process Associate

Infosys LTD

Jan 2018 - May 2019 (1 year 4 months)

Managed customer complaints and conducted process reviews to drive improvements. Developed training programs and created surveys to enhance team skillsets and customer retention.

Process Improvement Training Development Customer Retention Data Analysis Upselling

Customer-Client Support Associate

Oceania Beverages

Oct 2015 - Aug 2017 (1 year 10 months)

Managed customer inquiries through various channels and generated feedback reports. Collaborated with sales teams to enhance client retention and coordinated budgets for corporate events.

Customer Support Customer Retention Event Management Communication Skills

Education

Degrees, certifications, and relevant coursework

Netaji Subhas Engineering College

Bachelor of Technology, Applied Electronics & Instrumentation

2021 - 2022

Pursued a Bachelor of Technology in Applied Electronics & Instrumentation, gaining knowledge in electronic systems, instrumentation, and their applications in various industries.

University of Dundee

Masters of Science, Digital Media & Social Media Marketing

2010 - 2014

Completed a Masters of Science in Digital Media & Social Media Marketing, focusing on the integration of digital media strategies and social media platforms to enhance marketing efforts.