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• 17 years of diverse experience in the Telecom industry, including sales, service, and collection, with a comprehensive understanding of the entire value chain. Global Certificate in Product Management, showcasing expertise in product development and strategic planning. Google Analytics certified, demonstrating proficiency in leveraging data-driven insights to optimize online performance. Certified in UI/UX design, combining creativity and user-centric principles to deliver exceptional digital experiences. Currently leading the East Zone for Smartping, driving the success of products like Business Whatsapp, Bulk SMS, Chatbot, and more. Certified Digital Marketing Professional from 7 Boats, equipped with advanced skills in online marketing strategies and tactics. Skilled in process enhancement techniques such as Fast Forward, ensuring streamlined operations and improved efficiency. Accomplished three National Best Practice projects in Vodafone, focused on revenue enhancement and waste reduction, surpassing target expectations. Proficient in managing large teams, with a track record of leading a team of 1600+ individuals. Experienced in organizing nationally recognized customer events, enhancing brand visibility and fostering strong customer relationships. Successfully managed a Call Centre with a seating capacity of over 1600+, ensuring seamless customer support operations. Demonstrated effective vendor management skills, successfully overseeing multiple service partners for over 4 years. Excelled in HNI Customer Relations and retention for 2 years, leveraging personalized approaches to strengthen customer loyalty. 7 years of experience in Corporate Key Account Management, excelling in both sales and service aspects. Achieved a 100% success rate in a major telecom transition, displaying exceptional project management and leadership skills. Led a comprehensive 360-degree digital marketing project for Bangur Cement and NDTV Retail, driving online visibility and brand awareness. 360 Degree exposure on SaaS, Telecom products sales, service, collection, and support.
Smartping
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Regional Sales ManagerSmartping Dec 2017 - PresentKolkata, West Bengal, IndiaAcquired and grew portfolio of 60+ strategic accounts in the SaaS/cPaas sector resulting in 64% revenue growth with annual sales revenue .•Built and maintained strong customer relationships with key stakeholders resulting in a 90% customer satisfaction rate.•Maintained key account retention rate at 95% by implementing proactive client engagement strategies.•Identified upsell opportunities based on customer needs and pain points, resulting in a 10% increase in portfolio revenue.•Negotiated contracts to guarantee great value for money to customers and sustainable profitability.•Provided product education and presented consumption reports to customers through business reviews.•Improved regional sales revenue through regular client visits and customized product demonstrations.•Successfully added 16 of the major reseller and 52+ Enterprise and Govt. accounts in the zone.•Key offerings include Bulk SMS, Business WhatsApp, Voice Solutions, Digital Solutions, and OMNI Channel services.
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Key Account ManagerReliance Communications Sep 2015 - Nov 2017Kolkata Area, IndiaEffectively oversaw a portfolio of over 110 accounts in a designated region, generating monthly revenues exceeding 8 million from Large & Medium Enterprises, along with Government accounts. Achieved the highest monthly portfolio management, reaching 20 million in revenue.•Spearheaded the recruitment and management of channel partners, optimizing business operations and driving revenue growth.•Identified upsell opportunities and successfully closed deals resulting in a 25% increase in portfolio revenue.•Collaborated with product teams to drive change in products and services based on customer feedback.•Managed the onboarding of new accounts and provided product education to increase usage.•Negotiated contracts to guarantee great value for money to customers and sustainable profitability.•Diligently managed corporate collections, ensuring timely payments and minimizing bad debt instances,achieved 100% of the collection target in the first month only.•Implemented proactive measures to enhance customer retention and satisfaction, addressing concerns promptly and fostering long-term relationships with a churn rate of less than 1.5%. -
Relation & RetentionVodafone Mar 2013 - Jan 2015West BengalSuccessfully supervised a portfolio of High Net Worth Individual (HNI) Postpaid customers totaling over 10,000 in the South Bengal Zone, while overseeing a team of four members. Consistently delivered monthly revenues exceeding INR 1.5 Crores.•Successfully executed all assigned base management tasks, resulting in a significant reduction in subscriber churn and achieving a record-low churn rate of less than 1.8%.•Implemented strategies for the retention of high-net-worth individuals (HNI), leading to revenue growth month-on-month.•Administered the non-usage churn management activities and reduced the revenue churn of the base.•Effectively oversaw a network comprising 30+ distributors and stores, adeptly addressing their concerns while providing operational support.•Coordinated GEMBA visits and events to gain insights into customer needs and pain points, resulting in enhanced customer retention and revenue growth.•Inter-departmental coordination to address customer complaints causes customer dissatisfaction.•Achieved collection target of over 95%•Implemented over 13 novel strategies to enhance customer satisfaction, drive incremental revenue, and boost retention rates, with a particular focus on leveraging data for revenue growth, recognized nationally as a best practice. -
Contact Centre ManagementVodafone Mar 2009 - Jun 2013Kolkata & BengalOversaw Contact Centre Operations with a workforce of 1600+ employees, comprising agents, Team Leaders (TL), Managers/Senior Managers, and Centre Heads across various departments. Managed relationships with 3 key partners and coordinated operations across multiple locations. Maintained daily call volumes exceeding 200,000.•Managed processes and team of HNI,Postpaid,Prepaid,Escalation and data support desk .•Call volume is well managed, from 2500 to 1.5 Lac per day in different process like HNI to Prepaid contact Center•3 service partners were managed at the same time.•Ensured that all partners achieved their targeted SL,CSAT, quality, and repeat score by managing the right manpower, monitoring, and providing feedback.•3 National Best Practice Recognitions on CSAT Score,Repeat Reduction and Cross-Sell from Call Center•Supported partners through inter-departmental coordination by providing resolutions and solutions on a timely basis.•Suggest and implement necessary changes for an improved customer experience based on QRC.•Ensured timely recruitment of manpower based on past data and projections
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Team LeaderVodafone Jun 2006 - Jan 2009Kolkata, West Bengal, IndiaDemonstrated leadership in customer support, skilled in devising strategies, managing performance, and enhancing processes. Successfully implemented innovative solutions to improve customer experience and streamline operations, resulting in cost reduction.•Led a team of 17 -25 customer support executives, managing escalations and ensuring achievement of key KPIs.•Devised strategies to minimize repeat calls for identical issues from the same subscribers, providing feedback and solutions to both subscriber as well as executives by call barging/listening with repeat less than 15%.•Monitored and improved team performance through regular feedback and coaching.•Ensured a high level of customer service and increased customer feedback volume with CSAT rate of above 95%.•Conducted Root Cause Analysis (RCA) for all issues, providing valuable inputs for process and system enhancements.•Utilized problem resolution techniques to provide first call resolution for most issues.
Frequently Asked Questions about Atanu Dey
What company does Atanu Dey work for?
Atanu Dey works for Smartping
What is Atanu Dey's role at the current company?
Atanu Dey's current role is Seasoned in CpaaS, SaaS, Business WhatsApp | Seasoned in Sales, Service, Collection,Team Management | Track record in Biz Dev, Key Accounts |Call Centre Veteran | R&R Strategist |Digital Marketing| Product Manager Traind.
What is Atanu Dey's email address?
Atanu Dey's email address is at****@****o.co.in
What schools did Atanu Dey attend?
Atanu Dey attended Insaid, Insaid, Icfai, Kammhs, Coursera, Insaid, Insaid, Insaid.
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Atanu Dey
Mba | 15 Yrs Insurance Excellence |Managing Oems Of M&M Auto & Tractor, Swaraj Tractor, Jawa| Managing Team Of Ams And Tms Of The State|Retail Health | Managing Posp Channel | Broker CertifiedKolkata1gmail.com
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