Arnab Kumar De

ARNAB KUMAR DE Customer Experience Delivery Manager • Kolkata, West Bengal- /- •-• www.linkedin.com/in/akd450 PROFESSIONAL SUMMARY Working as a service and operations manager in different industries for 8 years, I proactively resolve customer problems, providing them with relevant and customized solutions. Analyzing client data to identify patterns and trends is helpful in product development and system procedures. Consulting for cross-functional teams aided me in tackling challenging problems and finding long-term relevant solutions, such as operational improvement, production efficiency, and cost reduction. Looking for a team lead role where I can put experience and knowledge to optimum effect. WORK EXPERIENCE IDFC FIRST Bank, Kolkata, West Bengal Deputy Service Manager May 2019 - Present  1000 plus customer complaints resolved MTD for 4 years in a row using problem solving skills.  200% monthly sales growth post-pandemic led to a 5x revenue increase from banking products.  Trained 200+ employees nationwide in banking processes to demonstrate leadership and excellent communications skills.  Awarded 1st ranked service team PAN India, achieving 98% service audit for 3 Qtrs. FY 2022-23.  Monitoring service complaints and query activity received on a daily basis in CRM (salesforce).  Enriched customer experience by co-ordination and registering survey feedback by CSAT / NPS. S.M.S Infrastructure Ltd, Nowrozabad, Madhya Pradesh and Tummalapalle, Andhra Pradesh Mining Machinery Service In-charge      Aug 2012 - Feb 2016 Team lead for 45 technicians in 24x7 rotational shifts for machinery maintenance in coal mines. Reduced coal wastage by 20% during transport by modifying the coal dumper carrier design. Output efficiency increased by 15% by forming unique teams and effective teamwork delegation. Applied lean management principles, to achieve improvements like cost reduction, operation improvement, and production efficiency. Implemented digital interventions to address recurrent resource allocation and logistical issues in metal mining projects. TRAINING / COURSES Agile and Scrum Foundation Lean Six Sigma Yellow Belt Certification EDUCATION Bachelor of Engineering, Mechanical, M.S. Ramaiah Institute of Technology, Bangalore, 2012 M.B.A, Operation and Marketing, Jaipuria Institute of Management, Lucknow, 2019