Prosenjit Mukherjee

PROSENJIT MUKHERJEE CUSTOMER SUCCESS MANAGEMENT | OPERATIONS MANAGEMENT Result-oriented and creative professional, targeting leadership assignments in Customer Success Management / Operations Management with an organization of high repute PROFILE SUMMARY --Kolkata - 700008    CORE COMPETENCIES Operations Management Strategic Planning & Execution    People Mgmt. & Leadership Customer Support/ Success Cross-functional Coordination Project Management    Escalation Management Strategic professional with over 19 years of rich and extensive experience in Customer Success Management, Cross-Functional Leadership, Team Development Management, Budget Optimization Keen customer-centric approach with skills in determining gaps & implementing new operations & process; built innovative and practical solutions to drive large organizational changes Played a key role in the introduction of a number of successful customer success initiatives resulting inimprovement in customer satisfaction; decisive action-orientated manager who successfully takes complete ownership of the customer service function Proficient in managing & leading a team of 2-4 members for running successful process operations& experience of developing procedures, service standards for business excellence Led strategic and policy decisions making by providing visionary leadership &implementations resulting in boosting revenues, recognition & productivity Led and managed process design and improvement for all customer-facing processes owned and managed by Customer Operations, Key business drivers being subscriber experience, cost to serve and revenue Insightful professional with notable success in achieving business growth by identifying new opportunities and maximizing competitive strength for long-term success; expanded business & consistently improved profitability of the company Worked with long-term vision for building a customer-centric service and support experience through multiple touch points Kept accurate records and documenting customer successactions and discussions; set out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes Service Excellence Business Restructuring ACHIEVEMENTS   Championed the customer throughout the regional business, balanced their needs with business requirements and presented a compelling case for internal change and improvement Drove continual improvement in people, technology, processes, service and product design and build SOFT SKILLS Leadership Visionary Analytical Problem Solving Strategic PROFESSIONAL EXPERIENCE Oct 2010 – Aug’23 | ZINFI Technologies Growth Path: Customer Lead (Business Development Exective) Partner Marketing Concierge (PMC) Customer Success Manager Decision Making Business Ethics Key Result Areas:  Successfully on boarded a new client onto the ZINFI SaaS application platform  Coordinated and collaborated with clients to set up SaaS Partner Relationship platform to enable them with partner and distributor management TECHNICAL SKILLS  Project Management Tools (Teamwork, Azure DevOps, Teams, & SharePoint  Word/Excel/PowerPoint       PERSONAL DETAILS Date of Birth:22/04/1981 Languages:English & Hindi Present Address: 64/3D, Raja Ram Mohan Roy Road, Behala East Park, Kolkata-08        Led detailed Project plan by using ZINFI’s Project Management Process (PMP) and related Tools like Teamwork, Teams, Azure DevOps Developed and implemented performance improvement strategies and plans to promote continuous improvement; participating in team-building activities to enhance working relationships Ensured delivery excellence through consistent methodologies in providing quality solutions; addressing the problem statement and new requirement and cascading it to the team members Delivered expertise by understanding client’s requirements logically and generate use case documents to automate channel management programs for customers using UCM Prepared portal mock-ups based on initial discussion with the client and use-case documents. Then, review these mock-ups with the client for their approval Described and elaborated the client’s requirements with the mock-ups and use case documents to the Development team Conducted weekly or daily coordination meetings with both clients and internal ZINFI team members, including engineering and sales, among others Addressed any issues related to professional service hours with the finance and engineering teams, escalated them to management to obtain waivers and resolutions as required Collaborated on training and introducing the designated Customer Care Team member, enabling them to manage post-launch client and partner production support when the portal reached approximately 80% completion Liaised with superior to make decisions for operational activities and set strategic goals; planned and monitor the day-to-day running of business to ensure smooth progress Collaborated with leadership to build an environment of collective responsibility; ensured adherence to key performance objectives to meet business and customer expectations Engaged in Lead Generation activities for various OEMs (VMware, McAfee, HP) Aided Channel Partners of our clients in utilizing our SaaS Partner Relationship Management platform across multiple regions (APJ, EMEA) PREVIOUS EXPERIENCE Aug’06 – Sep’10 | Customer Care Executive – B2B Business | Octagon Software Private Ltd. Responsibilities:  Executed a "Survey" campaign in the role of a Customer Care Executive  Successfully got promoted to the role of "Quality Analyst," , managed and monitored offline call recordings, providing feedback to agents, and delivering the final updates to the CEO  Led teams to peak performance through vigilant monitoring, strategic improvement initiatives, and targeted training programs, resulting in enhanced operational efficiency Apr’04 –July’06 | Customer Care Executive – B2C Business | Jayashree Infotech Ltd. Responsibilities:  Generated and presented comprehensive weekly productivity reports to senior leadership, providing actionable insights from performance metrics  Actively contributed to team cohesion through participation in team-building activities, demonstrated adaptability in cross-functional collaborations, and recognized for promoting a supportive and innovative work environment