Manna Ghose

Manna Ghose Dieppe, NB Contact: - Email Address-LinkedIn: https://www.linkedin.com/in/manna-ghose-mba-4720a0101/ ----------------------------------------------------------------------------------------------------------------------------------------------------Objective: A talented professional determined to work as a Lead in a dynamic environment I worked as a Leader, Data Process Specialist/Analyst, Trainer and an SME in a contact center. They consist of data gathering and modeling, financial planning, budgeting, analysis, administrative and management tasks. My accomplishments have been achieved by completing my graduation in business administration and improving cooperation between management and staff. Expertise in: ● Operations Management ● Performance Management ● Project Management ● Administration ● Customer Service Management ● Recruitment ● Payroll ● Finance ● Process development ● Sales & Marketing ● Training ● Quality control ● Coaching ● Procurement, budgeting, forecasting ● Data Analysis and Data processing/modelling ● Real-Time Tools (Nfocus, CMS, Citrix,eWFM) ● Reporting Tools ( Verint, Salesforce, Aspect) ● G Suite products ● Microsoft Office ● G Dashboards, Domo and .plx ● Flash, HTML, SAP (Basic) ● Adobe Acrobat and Photoshop Professional Experience TD Insurance Insurance Advisor ● ● November, 2020 – Present Provide excellent customer service to clients Determine the clients’ need regarding home & auto insurance and provide solution Accomplishments: ● Gained valuable knowledge about home & auto insurance ● Learned superior customer service 1 Atlantic Lottery Corporation Team Lead ● ● ● ● ● ● November, 2019 – June,2020 Led a team of 20 highly qualified (based on company’s KPI) customer service professionals Managed workforce by utilizing resources such as When I Work, MS Teams, ADP Provided coaching and guidance in weekly One-on-One meeting Tackled quality and performance management by following company’s 80/30 service level agreement Handled change management Provided guidance in retail gaming management (Gene, Meraki tools) Accomplishments: ● Gained valuable knowledge about operations in gaming corporation (Player and Retail) ● Achieved trust and built relationships with other department leaders by providing exceptional support ● Acquired knowledge in other sectors such as HR, IT and Service Desk ● Raised customer service satisfaction and service level more than 95% in 80/30 service level agreement ● Assisted the company achieving five times more profit by training agents side-by-side, call calibration and teaching different sales techniques Brunswick News Inc. Contact Center Leader ● ● ● ● ● ● ● ● February, 2018 – February,2019 Led a team of Outbound Sales and Inbound Customer Service Team Managed operations, workforce, payroll and recruitment Trained the team regarding customer service and sensitive data handling Provided guidance and direction in the day-to-day operations of the team with a focus on optimizing efficiency and productivity while maintaining quality standards Represent the Team at weekly management meetings and hold regularly scheduled Team meetings Built and maintained critical relationships with clients Provided coaching and feedback to team members to further their development and deliver expected results Interviewed, hired and maintained staffing levels as required Accomplishments: ● Increased revenue through aggressive selling techniques in a year by 168% ● Saved cost by 64% by launching a fresh outbound team ● Increased customer retention by 152% and new acquisition by 170% ● Was acknowledged as the People’s Manager in half-yearly review. ● Assisted marketing to grow sales digitally by 172% Cognizant Technology Solutions INC., Philippines on behalf of Google/Deluxe/Hostopia Global Command Center Leader/Data Processing Specialist ● ● ● ● ● ● January, 2015 – December, 2017 Led a team of Real-Time and Reporting analyst Managed staffing and workforce for the analysts and vendor agents. Worked as first point of contact (POC) to improve the workforce management Extracted, transformed and designed many dashboards and data-presentation to present a review to the stakeholders Leveraged analytical tools to develop efficient system operations Commanded and maximized Business Continuity Process (BCP) Manna Ghose Contact: - Email Address:-2 Accomplishments: ● Increased at least 150% revenue and 160% efficiency, occupancy and liaison of clients’ staffing ● Became one of the top leads in 2015 ● Attained Analytics and Business Primer certification SITEL INC., Philippines on behalf of Bell Canada Trainer/Customer Service Representative ● ● ● ● ● ● ● March, 2013 - January, 2015 Proven experience providing customer support in busy call centre environments for telecommunications industry employers Experienced in cold calling and outbound sales/customer service Assisted company attaining the highest customer service rankings and earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness Collaborated with leadership in product and marketing to develop learning modules and sales tools for both new and existing agents Trained Supervisors, Lead Operators, Mentors and Quality Agents to responsibilities Assisted in supervising a call centre of 110 agents Delivered training on the product portfolio, sales approach, sales platforms and phone systems Accomplishments: ● Recognized as “#1 Customer Service Rep” (out of 110 reps) in 2013 and 2014. Ranking was based on customer satisfaction, retention rate, speed of resolution and availability ● Became a qualified trainer in the whole site Education Masters in Business Administration (MBA) in Innovative Management 2012 Coventry University, United Kingdom; Equivalent to Canadian Master’s Degree; Evaluated by WES Advanced Diploma in Business Studies United College, London, United Kingdom 2010 Diploma in Business Studies, United College, London, United Kingdom 2009 Bachelor in Commerce and Business Studies National University 2009 Community Involvement/Interest Worked as a volunteer in Red Cross, Cancer Research UK, British Red Cross and Cognizant Outreach Programs. References Available Upon Request Manna Ghose Contact: - Email Address:-3