Sourav Sardar Email & Phone Number

Kolkata Area, India

Gurgaon, Haryana, India

-Provide Superior Customer Experience on dispute queries. -Resolve all Customer Queries and Follow Established Procedures as Appropriate. -Provide alternatives and apply superior service no, call handling skills on dispute cases to ensure best possible solutions and FCR to Card Members. -Deliver to the Customer, Employees and Shareholder Metrics as per Goals. -Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, based on customer demands to meet their needs and ensure quality service is given at all times. - Manage a group of individuals within the team and was accountable for daily efficiency reporting and managing performance metrics for the group and also overlook individual performance.-Adherence to Quality and Compliance Guidelines & had to be able to take quick decisions and respond to customer inquiries by responding to questions concerning customer accounts in a fast paced, structured customer care environment.-Grow and nurture customer relationships on every interaction that results in measurable customer value.-Document necessary account information for disputes cases and offer custom solutions that benefit the customer.-Delivered extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.Achievements – Ranked 1 for the Preset Quarter within the organisation, Ranked 4th in performance metrics YTD.Project Experience – Pilot for New business change implications.

-Responsible for team support and management of a team of 10 people to improve performance standards.-Responsible for maintaining the daily absence tracker, Consolidating efficiency reports within team and supervisory call backs.-Responsible for managing a mini group of 3 CCP’s, taking into account their perfoamnce metric, hygiene metric and end to end support for development and growth.-Responsible for maintaining my individual scores and hygiene.-Responsible for consolidating leaves for the team, manage AUX, ACW and logouts for the team on a daily basis.-Responsible for managing SAM for the team and have been able to satisfy the metrics target for the team.-Have been a integral part of CEN synthesizers group where we partnered with different business areas to discuss shortcomings and plan for strategies for effective and smooth fucntioning of our business unit. -Team Captain for Project Phoenix where my team of 4 was awarded No1 team. As a part of phoenix I was responsible for monitoring and improving the RTF score of 4 top tenured individuals.-Have been a part of WSLN as an SME and successfully completed 2 batches. -As an SME was responsible for new hires for end to end support. That includes managing hygiene, call backs, real time support related to process and maintaining call quality and driving results.- Achievements – MASTER CCP, LEAD CCP, Q1 and Q2’ 2016 award for highest RTF and highest GPQ, PINNACLE AWARD for EXCELLENCE H1’2016, Synthesizers Award - Process development, Team Awards – Best Team Player, Highest GPQ, RTF & EXC.

Noida Area, India

- Responsible for the team support and management under the managers supervision from the 3rd month onwards on the floor.- Responsible to analyze and evaluate the teams score in terms of NPS and develop plans to enhance individual scores.- Was part of the mentorship program within the team to drive individual scores of new joiners keeping intact individual score.- Worked with my TSS as a support for the WHITE BELT INITIATIVE (EVALUIATE AND ENHANCE THE UP SELLING OF AUTHORISED USERS).- Was awarded the NPS STAR (NET PROMOTER SCORE) for two consecutive months for 100% scores on surveys.

Glasgow, United Kingdom

-Assessing the strategy for business growth around United Kingdom and Northern Ireland. -Responsible for market research on the lingerie and accessories industry for the european region focusing on the target customer base.-Successfully analyzing the research data to have an in-depth understanding of the market and demand to enhance the brand essence and further developing the branding strategy.-Develop the social media and e-commerce strategy and managing a team for implementation.-Responsible for developing business networks through social media channels.-Responsible for research and accumulation of stockiest around United Kingdom.-Looking into investment opportunities and analyzing financial information for governmental grants.

Ayr, United Kingdom

-A thorough Market Research on US biotech industry including assessment of US biotech clusters involving Tax Rates analysis, R&D investment analysis, NIH and VC fundings, biotechnology employment analysis etc.-Quantitative research, analyzing survey results conducted on 1200 companies to draw a demand analysis. -Successfully employing SPSS to interpret data.-Generated 30 potential sales leads for future development in the US Biotech clusters of San Francisco and Boston.-Managed the CRM(Customer Relationship Management) system.-Developed the marketing and communication strategy for product advertisement and brand recognition(Primary focus on Social Media).-Researched and evaluated the export entry modes and developed market entry strategies.

Kolkata Area, India

-Dance choreographer for the annual festival- "PARIKRAMA".-Managed a group to determine successful PR and marketing activities for the event.-Responsible for event design and planning.

Kolkata Area, India

-Responsible for Financial Management, undertaking budgetary decision for the Student Council.-Event Developer for Inter College Festival – BLITZ.-Creating and maintaining partnerships, with corporate houses and media & entertainment companies for sponsorship and associations.-Alumni Management, involving management of the alumni database.-Developed and implemented the Go Green approach within the council, focusing on reducing waste of paper and planting trees around Campus.

Kolkata Area, India

-Responsible for development and effective organization of Music Society involving 150 members. -Responsible for generating revenue and taking financial decisions for growth of the society.-Created partnerships with Event Management organizations and musical instrument distributors for events, association and sponsorships.-Responsible for developing the interactive music learning sessions for students at both basic and pro level.-Responsible for Talent Management, including creating and developing talents for Intra and Inter college competitions.-Organized inter and intra college Music Competitions.

Kolkata Area, India

-Responsible for creating awareness regarding various issues of global and national concern like Women empowerment, Child rights, AIDS, Cancer Research, etc.-Responsible for expansion of AIESEC, Kolkata's network among the corporate sector.-Managing International interns in AIESEC, Kolkata.-Constantly in touch with NGO’s for events and Global Exchange Programs.-Recruitment and placements of international candidates for various social and management level internships.

Master Of Science (Msc) International Business And Entrepreneurship, Business Management

Activities and Societies: International Society, Sports and Recreation, Post Graduate Business Club. Dissertation Title "Networked.

Bachelors In Business Administration (Honors), Business Administration, Management And Operations, 7.03 (First Class Honors)

Activities and Societies: Music Society, Student Council, Sports Society, NEN (National Entrepreneurship Network), Management Society.