Joydip Mandal Email and Phone Number

A competent professional with demonstrated 6 years of experience into CUSTOMER SERVICE INTERNATIONAL VOICE, NON-VOICE and OPERATIONS based EMPLOYEE (Customer) RELATIONS and ENGAGEMENT campaign under Employee-SHARED SERVICES BPO domain as a Customer Service Engineer for CLIENT based out of HCL, USA with HCL Technologies Ltd., Noida.# Joined and worked with CONCENTRIX Daksh Services India Pvt. Ltd., Gurgaon for YouTube Partner Program Campaign form(Client:GOOGLE) as a CONTENT MODERATOR/SPECIALIST taking care of a vast range of Global customer concerns.# Associated and executed my services as a SENIOR SOCIAL MEDIA CONSUMER EXPERIENCE Specialist for Global  Consumer Account( for Client: AIRTEL) OPERATIONS domain with STARTEK Gurgaon. Well versed in providing support assistance to both the customer concerns as well as taking care of CLIENT requirements via VOICE, E-MAIL, IN-HOUSE SOFTWARE, SOCIAL MEDIA service modes.Related Skills and Achievements :-Ø  Expertise in Pre-Strategic Self- planning, Creating a layout design for successfully carrying out organized execution within the stipulated SLA by exhibiting smart dedicated approach.  Ø  Identifying and understanding the potential challenges encountered within the process and making strong decisions in overcoming the same by applying past experiences, knowledge and maintaining patience. Ø  International Voice based customer Service, Employee Shared Services Process Functions along with their corresponding application portals, Smart Service Request. Ø  Quality assurance, YouTube content Specialization, Sprinkler, e-mail etiquettes, Operations. Ø  Identifying latest varying YouTube content (Comments, Videos, Channel) upload trends at certain time intervals to reach an appropriate solution via analytical approach and vigorous client discussions. Ø  Team Working ability and welcoming various possible valuable opinions from all the team members crucial to the success of specific transaction.  Ø  Possess necessary communication proficiency for effective grievance re-addressal focusing on the end Employee Satisfaction Service excellence. Ø  Enthusiastic, Consistent and easily adaptable to dynamically varying ambience. Ø  Client appreciated and applauded for delivering and achieving the operational excellence, quality and productivity targets. Ø  Strong adherence to quality metrices for achieving highest level ESAT, CSAT, business process improvement.