Shounak Sharma

Shounak Sharma- linkedin.com/in/shounak-sharma/ (- Kolkata, India PROFILE 7 years of experience in customer service operations, logistics, inventory, supply chain, administration, and team management. Diligent and motivated to improve processes, streamline operations, and increase revenue. Certified 6 sigma - Green belt professional. Postgre SQL and PG Admin specialist for in-depth data analysis. Experienced in dashboard creations in Tableau. EXPERIENCE Customer Success Manager Nov 2020 - Present Turtle Shell Technologies - Dozee Leading a project of managing the entire CSAT parameter for customer's across different countries including the USA, Australia and India. Lead a team of 11 including logistics and customer success teams to draft SOP's and ensure compliance on implementation of processes. Analyzing multiple vendors on their offerings and commercials to onboard CRM and ticketing tool across the organization. Created a program called "COVID home RPM" from scratch, setting up process, optimizing them to provide the best service to B2C and B2B2C clients. Operations Expert Jun 2018 - Apr 2020 Uber | Australia Responsible for solving operational issues of 4 partners in an hour like waitlisted account, inactive account, technical issues through software's like Jira, Zendesk and salesforce. Responsible for important documents verification like Background Check and Vevo checks to flush out 20% of ineligible partners. Performed root cause analysis (RCA) on partner's issue by effective data analysis by developing queries with Postgre Sql with specific inclination on several types of Joins. Membership Operations Nov 2019 - Jan 2020 Cycling Australia | Australia Solving members queries all over Australia within defined target allotted time (TAT). Processed International licenses of all athletes by verifying their documents, renewing CA memberships, renewing UCI id, sending invoices followed by printing the licenses. Worked in platforms like Zoho to solve support tickets, Tidy Hq to manage memberships and Data ride to manage UCI licenses. Research Assistant Aug 2018 - Oct 2018 Deakin University | Australia Researching sensitive data through various public and state websites. Using advanced excel features to showcase data in graphical manner for crisp analysis. Developed basic to complex queries in PG admin using Postgre SQL for effective government data analysis. Operations And Administration Manager Nov 2016 - Aug 2017 One Assist Consumer Solutions Led a project of managing a complete hub and cross-functional team of 15 to reduce pending service repair calls from 290 to 65 which in turn increased market visibility by 15% Lead a team of 6 including delivery professionals to reduce delivery pending cases from 170 to 25 within 2 months which increased customer satisfaction index several folds. Led a team of 10 repair franchises to ensure timely repairs within TAT through data analysis on PG admin by performing advanced Sql queries. snaphunt.com powered by Assistant Service Manager Feb 2015 - Jan 2016 Future Retail Ltd Lead a cross functional team of 7 to understand and identify the issues related to stock sets pendency for private brand. Achieved the project goal within 3 months increasing our TAT by 20% than previous months. Increased the customer satisfaction index by 25% than previous months because of timely closure of calls through Performed multiple queries on Sql to optimize the process of stock set calls by reducing duplicate call generation by 25%. Customer Service Manager Jul 2014 - Feb 2015 Tata Croma Lead MSP's to fulfil organization SLA, reduced pending service calls from 450 to 110. Responsible to maintain a checklist of repair centre inventories and office supplies. Maintain database for service inventories and office supplies, communicated with service and admin vendors successfully to maintain adequate stock supplies. Lead a team of 6 to ensure speedy closure of escalated customer calls. Led a team of 10 call centre representatives for proper coordination with field executives to effectively manage customer escalation. Service Executive Feb 2013 - Jul 2014 Ifb Industries Pvt Ltd Successfully handled 9 franchises across Mumbai region providing service to our customers. Responsible for generation and reviewing of claim for different franchise on a monthly basis. Monitored and managed proper spares part inventory in franchise for timely closure of service calls. Audit franchise spare parts inventories to generate and verify monthly claims. Trained 40 service technicians to increase and achieve monthly targets for accessories and additives. EDUCATION Master of Business 2020 Deakin University Master of Business from Deakin University Bachelor of Engineering, Electronics and Communication 2012 Visvesvaraya Technological University Bachelor of Engineering from Visvesvaraya Technological University SKILLS LANGUAGES ANZ Experience Distributors CRM Tools (eg. Salesforce) Key Accounts Professional Services Consumer Own Retail Electronics Engineer CRM English Fluent Hindi Fluent Bengali Fluent VIP/Key Client Management OTHER SKILLS & CERTIFICTIONS Lean Six Sigma -- Green Belt (KPMG) PostGre SQL -- Udemy Tableau -- Udemy snaphunt.com powered by