Michael Damerum

MICHAEL DAMERUM 1F/1 Kustia Road, Kolkata, West Bengal, India Mobile No. - - SUMMARY Experienced Customer Support Manager, Back Office Manager with a demonstrated history of working in multiple industries for the last 16 years.Strong verbal and writing skills in English, Hindi, Bengali. Using my innovative ideas, perfectionist, hard work knowing multiple languages I am able to solve problems easily with my background in customer support. I am great at multitasking. I am a very quick learner and open to anything new. I am able to effectively communicate my findings in both textual basis as well as with charts, tables and graphs to back my ideas. Professional Summary Ardent BPO Manager adept at communicating with primary commercial clients to ensure that all outsourced processes meet quality and efficiency standards. Proficient in quality control procedures. Specialize in applying problem solving and troubleshooting skills to meet client needs Core Qualifications ● Extremely adept at managing and planning projects in accordance with client guidelines ● Proficient in the use of Web technologies to maintain contact with offshore clients ● Vast knowledge of the financial industry on national and global levels ● Sound ability to identify and resolve problems in an efficient manner ● Skilled at establishing and maintaining mutually beneficial client relationships ● Excellent ability to communicate with vendors EXPERIENCE __________________________________________________________________________________ NLB Services Pvt Ltd August 2019 – Feb 2021 Project Manager Managed multiple international processes and projects as a Team Lead. Working directly with clients for 3 different process. On boarding and ensuring processes stability. Was appointed to manage and take care of all KRA of a client in the US by the client itself. Responsible to expand the operations for a fortune 500 company in US in different verticals, mostly revolving on Supply chain, logistics and onboarding, training & supporting suppliers all over the globe to a new TMS(Transportation Management System) in supplying goods to the company. Leading and assisting a team ensuring all suppliers for the company globally are trained on the TMS platform. Working closely with suppliers, logistics/freight forwarders and receiving if any issue of goods/parts being not delivered systematically and on time. FTD Companies March 2018 – August 2019 Virtual Assistant Daily Social Media activity (including but not limited to Facebook, Twitter, Instagram, Amazon, Google, etc) Avid interest in working with Social Media. E-commerce, shipment and tracking, customer support, order placement, etc. Met Technologies Pvt. Ltd. April 2015 – March 2018 SME Managing teams of customer support, provisioning, collections, retention, billing, cancellation, debt management, ombudsman, etc. Basically managing the entire operations of 3 Telecom companies my employer owned in the UK. Aura Business Services Feb 2010 – March 2015 Manager ● Provided detailed feedback to team members pertaining to each project ● Monitored all incoming BPO orders and prepared necessary documentation ● Managed client communications with timely responses to emails phone calls etc ● Attended regular BPO meetings both in person and via Skype ● Provided support to other teams when required ● Efficiently resolved client issues. BNKe Solutions April 2004 – Jan 2009 Sr. Customer Support Representative Inbound/outbound calls for various products and companies SKILLS Change management skills Creative thinking and persuasive mindset Transformation mindset Cross-cultural understanding Conflict resolution skill Team player Good communication skills Provide excellent customer service and present a professional demeanor and appearance Strong attention to detail Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet, Excel and presentation software Ability to perform in a sales oriented, goal driven call center environment Professional written, verbal and interpersonal skills Ability to handle multiple tasks accurately and effectively. PERSONAL STRENGTHS Multitasking, Problem solving, Time Management, Critical thinking, Active listening, Quick learner, writing, etc. ACHIEVEMENTS & AWARDS Exceptional Manager for 3 consecutive years. Outstanding performance in customer service and support. Outstanding performance in sales. EDUCATION Indira Gandhi National Open University (BA) 2013 - 2014 St Thomas’s Boys School (ISC) 2003 - 2004 St Thomas’s Boys School (ICSE) 2001 – 2002 Declaration I hereby declare that all the statement made in this C.V is true and correct to the best of my knowledge and belief. Date : Place : MICHAEL DAMERUM