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Santosh Kumar Kar
Santosh Kumar Kar
A performance driven professional with 6.5 years of experience, two years of experience as a Call Center Manager in Customer Service environment with telecom giants form UK & USA.

OPERATIONAL COMPETENCIES

 Customer experience
 Process improvement
 Programme Manager
 Marketing Strategy
 Data analysis and reporting
 Quality and Compliance management
 Production management (productivity and efficiency)
 Coaching, training and feedback
 People management
 Client relations and co-ordination
 Interval wise SLA management
 Shrinkage management

 Worked on a project (Service Style) to increase CSAT percentage by applying the service style skills, was able to increase the CSAT percentage by 5% & received Special Achievement award in 2014 for this.
 In the year 2015 I lead an additional team of 4 advisors for a Project Network Outage and I was first point of contact to the onsite vendor managers for this project. Created process map and training document for this project. Provided insights on network related issues which helped to reduce repeat contact on the query type and increased the CSAT percentage.
 Received TL of the year award for 2016 for topping the CSAT chart for 6 months continuously.
 I was part of core consulting team to help design our new communication application (e-Gain), I was part of an additional team of 7 advisors to test the new communication application e-Gain
 Worked on a project to rollout e-Gain application to 450 users in 6 weeks. This helped to reduce the cost by one third of the previous application. Helped in migration of knowledge base from LivePerson to e-Gain.
 For the third year in a row, UK consumers have scored our client’s website higher than the likes of Apple, John Lewis and the BBC, awarding us overall winner of Website of the Year, yet again.
 Managed all the transitional jobs & lateral movement while one of the process ramped down. Took care of redeployment, MSR & training arrangement for the whole span around 250 agents & team coaches.
 Initiated a project to reduce AHT for both voice & chat, was able to reduce AHT by 180 seconds for the platform and received Special Achievement award in 2017 for this.
 Implemented CSAT to a Sales support process as an additional parameter & delivered 82% CSAT throughout the last quarter.
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Joined December 19, 2018
India

A performance driven professional with 6.5 years of experience, two years of experience as a Team Leader in Customer Service environment with telecom giants form UK & USA.

OPERATIONAL COMPETENCIES

 Customer experience
 Process improvement
 Programme Manager
 Marketing Strategy
 Data analysis and reporting
 Quality and Compliance management
 Production management (productivity and efficiency)
 Coaching, training and feedback
 People management
 Client relations and co-ordination
 Interval wise SLA management
 Shrinkage management
Customer Service, Webchat Support, Email Support, Data Entry, MS Excel Reporting, Team Management, Marketing Analysis, Marketing Strategy.

Yes

India, USA, UK, Canada, Middle East, Australia, Europe, United States, US, North America, Africa, Anywhere willing to relocate globally.

English, Hindi, Oriya, Sanskrit
A performance driven professional with 6.5 years of experience, two years of experience as a Call Center Manager in Customer Service environment with telecom giants form UK & USA.

OPERATIONAL COMPETENCIES

 Customer experience
 Process improvement
 Programme Manager
 Marketing Strategy
 Data analysis and reporting
 Quality and Compliance management
 Production management (productivity and efficiency)
 Coaching, training and feedback
 People management
 Client relations and co-ordination
 Interval wise SLA management
 Shrinkage management

 Worked on a project (Service Style) to increase CSAT percentage by applying the service style skills, was able to increase the CSAT percentage by 5% & received Special Achievement award in 2014 for this.
 In the year 2015 I lead an additional team of 4 advisors for a Project Network Outage and I was first point of contact to the onsite vendor managers for this project. Created process map and training document for this project. Provided insights on network related issues which helped to reduce repeat contact on the query type and increased the CSAT percentage.
 Received TL of the year award for 2016 for topping the CSAT chart for 6 months continuously.
 I was part of core consulting team to help design our new communication application (e-Gain), I was part of an additional team of 7 advisors to test the new communication application e-Gain
 Worked on a project to rollout e-Gain application to 450 users in 6 weeks. This helped to reduce the cost by one third of the previous application. Helped in migration of knowledge base from LivePerson to e-Gain.
 For the third year in a row, UK consumers have scored our client’s website higher than the likes of Apple, John Lewis and the BBC, awarding us overall winner of Website of the Year, yet again.
 Managed all the transitional jobs & lateral movement while one of the process ramped down. Took care of redeployment, MSR & training arrangement for the whole span around 250 agents & team coaches.
 Initiated a project to reduce AHT for both voice & chat, was able to reduce AHT by 180 seconds for the platform and received Special Achievement award in 2017 for this.
 Implemented CSAT to a Sales support process as an additional parameter & delivered 82% CSAT throughout the last quarter.

MERINO PANEL PRODUCTS LIMITED

 Jan 2018 – Till Date: Assistant Manager - Marketing

 Responsible for Production Management of Call Centre & Field Officers (KRE, SO, SM, ASM, BDM etc) across PAN India under Programme “HUMRAHI”.
 Maintaining and improving the quality of service for skilled users or members (Carpenters, Contractors & Dealers).
 Review the RO’s (Relationship Officer, Call Centre) & Field Officer’s performance on daily/weekly/Monthly basis.
 Coordination amongst RO & Field Officers in order to ensure brand value to the Members or end customers.
 Team management, knowledge management and escalation handling.
 Ensuring effective schedule TAT/SLA within the team.
 Constant follow up with members/clients and monitoring team’s performance under the programme.
 Calibrating all the Programme fellows about Programme Awareness.