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Santosh Singh Kopar Khairane, 6th Floor, Navi Mumbai, Maharashtra. Pin - 400709. Email: sxxxxxxxh@gmail.

com Mobile: xxxxxx Career Objective "Continuous improvement" sums up my career objective, which is to continuously update my knowledge and competencies, there by contributing to my organization and assessing self, constantly. Educational Qualification

MBA Marketing Management B.Sc

Experience Summary

7 years experience in Customer Service, Sales and Agent Management.

Job Profile: ICICI Bank (July 2011 to Till Date) Assistant Manager Responsibilities: Managing customer service team and offline sales for Western India. Part of R&R team and rewarding the performers in the organization for sales and customer service. Co-ordinating with the other department heads to maintain the TAT in respect of customer service issues and customer related queries. Team member of outsourced process for home deliveries for tickets to gharpay.in (All across India). Understanding the requirement of the manpower for pan India and co-ordinating with the HR for proper recruitment. Implemented online customer service desk (FreshDesk), to help customers get prompt response and the team to understand & resolve the queries efficiently. Providing timely MIS as required relating to the various aspects of the business.

HDFC Bank (March 2010 to March 2011) Team Manager Responsibilities: Maintaining Service Level Agreement, SMEs and Team Members as per business requirements. Handling a team of 2 SME's and 30 Agents. Controlling Attrition & Shrinkage to ensure number of calls answered target is achieved. Creating Roster and Manpower allocation. Analysing Daily, Weekly and Monthly APR using MS Excel and interpreting those reports. Handling escalated queries and complains of customers and providing one-time resolutions or escalating those issues to relevant places or person. Mentoring and coaching team members for overall performance improvement. Achievements: Represented the school as the Head Boys KVS Indore. Participated in Zonal level sports tournament organized by KVS. Adjudged as the best student in MBA batch for the academic session. Project Worked : www.jxxxxxa.com www.mxxxxxxs.com Educational Qualification: COURSE MBA B.Sc HSC SSC UNIVERSITY SMU DE West Bengal W.B.H.S.E W.B.H.S.E YEAR 2013 2003 1999 1997

COMPUTER SKILLS Proficient in using personal computer skills such as Microsoft Windows, Microsoft Word and Excel.

STRENGTHS Exceptional versatility and adaptability. Dedication and drive as a hard-working individual. Good communication and team-building skills. Ability to manage multiple tasks in a pressured environment.