Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AdministrativeAssistant
PROBAL PATRA

PROBAL PATRA

Manager At Amazon
Hyderabad

Summary

Dynamic and results-oriented Manager with a proven track record in enhancing management systems through effective coordination and leadership skills. Expertise in customer service drives a strong focus on team performance and operational efficiency, empowering employees to meet daily challenges and exceed customer expectations. Seeking to leverage extensive experience in a progressive organization as an Assistant or Operations Manager, committed to fostering a collaborative environment that promotes growth and excellence. Recognized for exceptional training and mentoring abilities, consistently delivering results aligned with organizational goals.

Overview

12
12
years of professional experience
3
3
Languages

Work History

Manager

Amazon
01.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Group Leader

WIPRO
12.2020 - 12.2023
  • Preparing reports with a view to monitor the performance & efficiency of team member, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics
  • Sending weekly deck performance of the queue to Onshore Managers
  • Have been promoting knowledge sharing through the organizations operational business process and systems
  • Oversee day-to-day operations activities
  • Ensure support and troubleshooting is provided for all operations
  • Provide premier customer service, develop a technically qualified work force, reduce operating costs, inventories and lead times through continuous improvements
  • Provide training for the new team members
  • And ensured call script was always followed by team members on the training
  • Manage a team more than 24 Customer/Engineer Service representative which includes Voice and Data Queue
  • Identifying, developing & using strengths of team members, as well as locating, detecting & resolving problems & weaknesses of each team member
  • Handling conflict management
  • Managing & resolving conflict in a positive way
  • I have been part of the transitioning and able to complete the transition of a queue successfully.

Team Leader

WIPRO
08.2018 - 12.2020
  • Delivered quality service with friendly and professional demeanour.
  • Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
  • Served as customer service team lead, enforcing company policies, answering co-workers’ questions and training new staff.
  • Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
  • Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
  • Developed open and professional relationships with team members to facilitate effective issue resolution.
  • Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
  • Evaluated team performance and provided constructive feedback to improve daily goal achievement.

Logistics Coordinator

WIPRO
02.2017 - 08.2018
  • Coordinate and monitor supply chain operations
  • Processes orders and oversees cycle of order fulfilment
  • Responsible for making sure supplies, stock, materials, packages, and/or products are processed through the delivery and/or warehouse system efficiently and safely
  • As an integral part of the team, ensure that customers are highly regarded and receive exceptional service throughout the order processing, including readying loads for shipment
  • Inbound and outbound warehouse traffic
  • Day-to-day concerns with warehouse capacity and client deadlines
  • May include face-to-face, phone or email interactions with customers
  • Manage the maintenance, preparation and routing purchase orders
  • Prepare accurate bills
  • Review purchase orders and shipment contents prior to releasing them from our facility
  • Respond to customer inquiries and refer clients to the appropriate channels
  • Ensure quality of all services and processes within the facility.

Senior Associate

WIPRO
09.2013 - 02.2017
  • Maintains financial records for subsidiary companies by analyzing balance sheets and general ledger accounts
  • Provides financial status information by preparing special reports; completing special projects
  • Corrects errors by posting adjusting journal entries.years’ 5 month’s work experience in a non-voice and voice process as a, Online chats, calls, e-mail and letters support to the customers using the security products of various brands on their computers, resolve the billing, mobile and TV technical issues
  • Documenting any major problems customers are facing with the products in large numbers & reporting it to the concerned department.

Education

Bachelor of Commerce - Financial Accounting

Calcutta University
Kolkata, WB
01.2013

10+2 - Commerce

WBCHSE Board
Kolkata, WB
01.2010

Madhyamik (10th Board) - All Subjects

WBBSE Board
01.2008

Skills

Web development technologies

Accomplishments

  • Rewarded as “Best CSAT scorer” amongst the queue while working as a senior associate
  • Get prizes, R&R gifts as a “Best performer” while working as a senior associate
  • Rewarded as “Best Logistic Coordinator” while working as a Logistic Coordinator
  • Part of CI projects in cross skilling for an queue and other projects as well

Timeline

Manager

Amazon
01.2024 - Current

Group Leader

WIPRO
12.2020 - 12.2023

Team Leader

WIPRO
08.2018 - 12.2020

Logistics Coordinator

WIPRO
02.2017 - 08.2018

Senior Associate

WIPRO
09.2013 - 02.2017

10+2 - Commerce

WBCHSE Board

Madhyamik (10th Board) - All Subjects

WBBSE Board

Bachelor of Commerce - Financial Accounting

Calcutta University

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PROBAL PATRAManager At Amazon