AMIT KUMAR BANERJEE

Profile Synopsis

Summary: Dynamic & result oriented Customer Service Professional with rich, cross functional experience of more than 11 years in managing the entire spectrum of customer operations..

What do I have to offer (Haves): Customer Relationship Management , Operations ,
Resource Optimization,
Team management,Training,
Co-ordination.

What do I seek (Wants):  Customer Relationship Management , Operations.

AMIT KUMAR BANERJEE's Profile Overview

Past Company CLUSTER OPERATIONS MANAGER at Tata AIG Life Insurance Company Ltd
Industry : Insurance
Department: Operations, from from Sep 2008 till Jan 2010

Job Description : Independently handled the entire gamut of functions related to customer support services of the cluster consisting of 9 branches and implemented winning strategies to achieve incremental growth month on month.
Conceptualized and implemented measures to streamlining the operations and optimize resource utilization and ensure adherence to service quality standards.
Successfully identified and rectified workflow problems and trends and effectively monitored and regularized BMD (Branch Monitoring Dashboard) to ensure achievement of benchmark in operations and DOPS parameters.
Effectively managed customer relation operations and created awareness of the products/ services provided and achieved maximum customer satisfaction through providing quality service.
Identified training needs and developed need based training programs to create awareness about the work process and develop customer handling and soft skills to improve operational efficiency and service quality.
Conceptualized & effected competent strategies, to render exceptional customer experience for achieving high level of customer satisfaction and retention.
Instrumental in carrying out customer satisfaction surveys and fine tuned customer satisfaction processes, based on the product/ service related customer feedback.
Implemented measures for reducing the ‘Turn Around Time’ and ensured minimum TAT.
Played a key role in resolving customer issues/queries; providing first time resolution; handling escalated issues and maintaining highest standards of customer service to ensure total customer satisfaction and prompt resolution of problems & concerns
. DEPUTY MANAGER at HDFC Bank Limited
Industry : Banking
Department: Front Desk / Customer Care, from from Dec 2005 till Aug 2008

Job Description : Successfully handled the banking operations with key focus on the operations of the Branch vault as the Primary Custodian and effectively managed the deliverables viz., Welcome Kits, Cheque Books, and Debit Cards among others.
Played a key role in formulating and implementing initiatives to ensure effective management of the workflow, optimize resource utilization and adherence to agreed to service levels and minimum TAT.
Played a pivotal role in ensuring execution of bank operations as per the `Bank Operation Manual’ and handled inter/intra departmental co-ordination to ensure smooth operations at all times.
Ensured adherence to RBI, SEBI and HDFC Bank’s KYC/AML policies.
Collected and collated data and generated periodic reports and carried out value added analysis of reports to facilitate strategy planning.
Conducted periodic analysis of team performance against standards and organised workshops/ training sessions for Team members to facilitate achievement of agreed performance milestones.
Winning member of the HDFC branch team for Trade Finance and Retail foreign exchange transactions on a regular basis.
. Executive at Thomas Cook India Ltd
Industry : Internet/ E-Commerce
Department: Others, from from Feb 2000 till Dec 2005

Job Description : ��Successfully handled day to day operations of the branch and played a key role in strategy planning and implementation to enhance overall performance of the branch and enhancing the business volumes from Rs 70 Crore to Rs. 250 Crore within a span of 5 years.
��Instrumental in establishing Thomas Cook (I) Ltd., Kolkata as one of the top 5 performing branches in India as the core team member.
��Evaluated credit policy for the Corporates, Banks and Foreign Money Changers.
��Effectively handled foreign currencies purchase and sale deals with all major Banks and Money changers in Kolkata as well as other parts of East and Northeast India.
��Handled all cheques and drafts issued, safe operations and bank lockers related formalities as the authorized signatory and international fund transfers through SWIFT.
��Ensured strict compliance with RBI and FEMA guidelines.
��Conceptualized & implemented strategies to render exceptional customer experience with adherence to all the set parameters to enhance the efficiency of various aspects of the customer service delivery cycle.
��Played a key role in conducting audits and surveys for assessment of customer satisfaction level and generated periodic reports to monitor the key indicators.
��Conducted a training programme on the art and science of counterfeit banknotes for the top management of the Nepal SBI Bank Ltd. in Kathmandu on behalf of Thomas Cook India Ltd.
��Made a video presentation on `Detection of Fake Foreign Currency Notes��.
��Represented Thomas Cook��s foreign exchange division at the training programme conducted by the US Secret Service (USSS) and the European Central Bank (ECB) on detecting and identifying counterfeit US Dollar and Euro currency notes. Distinction of being recognized as the `Best Participant��.
. Accountant at R BHALOTIA & CO
Department: Accounts / Finance, from from Feb 1998 till Feb 2000

Job Description : ��Gained hands on experience in handling the entire accounting processes of the Agro Division..

Educational Information B.Com at Prafulla Chandra College, Kolkata
from Jan 1992 till Jan 1995

AMIT KUMAR BANERJEE's Additional information

Web Profile : http://www.peerpower.com/pub/amitkumarbanerjee

AMIT KUMAR BANERJEE's Personal Details

Gender:Male

AMIT KUMAR's Spouse : No Spouse yet

Interest:Customer Relationship Management ,Operations ,Strategic Planning, Team management,Training,
,Co-ordination