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, WB01.2013
10+2 - Commerce
WBCHSE Board
Kolkata, WB01.2010
Madhyamik (10th Board) - All Subjects
WBBSE Board
01.2008
Skills
Web development technologies
Experience with ERP systems
SAP SD
Strategic decision making
Effective time management
Self-motivation
Conflict Resolution
Adaptability
Leadership
Transition
Project Management
Staff performance assessments
Team management
Operations management
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