Sumit Modak Email & Phone Number

Mumbai Area, India

❖ Managing IB call centre operations for Pidilite Industries both for customers & employeeso My Pidilite (HR related)o WSS (distributors queries)❖ Team size of 45+ FTE’s managing end to end fulfilment to handle customer queries under the Query (Q), Request (R) & Complaint (C) format❖ Built a core team to manage escalations received from customers under Inbound call centre& resolved client complaints individually❖ Worked from client location to validate legendary SOPs &… Show more ❖ Managing IB call centre operations for Pidilite Industries both for customers & employeeso My Pidilite (HR related)o WSS (distributors queries)❖ Team size of 45+ FTE’s managing end to end fulfilment to handle customer queries under the Query (Q), Request (R) & Complaint (C) format❖ Built a core team to manage escalations received from customers under Inbound call centre& resolved client complaints individually❖ Worked from client location to validate legendary SOPs & further improve delivery standards. As a result of the same Ticket resolution SLA has improved from 40% to 75% ❖ Managed process resolution & training single handedly & received customer appreciations for improving the SLA’s❖ IB call centre SLAs have now been achieved at 100% from 94% & CSAT surveys are achieved at 97% from 55% ❖ Repeat calls have been decreased to 7% from 35% repeat customers calling for unsatisfactory resolutions received on the previous calls❖ Set up at “D-Sat” calling team of 3 agents, to tackle problems faced by customers & this team has further helped us contribute to process improvements❖ Team is recognised by the company for different initiatives taken for curbing attrition, shrinkage & grooming them in different HR initiatives ❖ Managing hiring & billing activities in synchronization with the clients❖ Presenting & creating process reviews❖ Banked on client appreciations for the last 4 WBRs (weekly business review) Show less

Thanesar Area, India

❖ Managing L1 Support Desk (formerly known as Supervisor Desk) for escalations received from customers under Inbound call centre, Email & chat queues❖ Managing a deep segmented team of 55+ FTE’s to manage L1 Support under:o IB call centre: 10o Email support : 5o Chat support : 7o Ticket resolution (resolution desk): 45 (order life cycle management)❖ Managing 90% & above closures on escalations for Large appliances products right from delayed delivery, installation… Show more ❖ Managing L1 Support Desk (formerly known as Supervisor Desk) for escalations received from customers under Inbound call centre, Email & chat queues❖ Managing a deep segmented team of 55+ FTE’s to manage L1 Support under:o IB call centre: 10o Email support : 5o Chat support : 7o Ticket resolution (resolution desk): 45 (order life cycle management)❖ Managing 90% & above closures on escalations for Large appliances products right from delayed delivery, installation pendency to repairs & maintenance etc❖ Give constant direction to team members to ensure that all customer complaints are rightfully attended in a timely manner❖ Observe end to end process fulfilment & ensure the client SLAs are met❖ Attending Live calls for quick resolution with a conversion ratio of 75% FCR❖ Working towards SOP correction & process improvement measures❖ RAG & bottom quartile performance analysis, to ensureconstant feedback delivery & improve team Quality ❖ With multi-directional LOBs involved in the process, managing ticket management business with >90% accuracy❖ Maintain client SLA on ticket management at >85% in 3 days &>95% in 6 days. ❖ Escalations SLA were met at >90% in 3 days, with less than Rs. 5000/- worth compensation provided in the month❖ Making presentations for Client / process review (monthly, Quarterly & Annually)❖ Create & implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.❖ Managing adhoc task of driving SLs to be maintained at >90% during Sale period Show less

Mumbai Area, India

❖ Hsc, Business/Commerce, General, First Class

Ssc, Business/Commerce, General, Second Class