Shayanti Roy

Experience

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  Accenture

  May 2005 - Jan 2006

  Customer Service Representative
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  Bhart Airtel Limited

  Jan 2006 - Jul 2009

  Account Manager

  Having had the background of Customer service, Relationship Management and end-end Account Management of prime corporates, have gained expertise in Revenue enhancement, execution of supreme service levels, conflict handling, people management.

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  InterCall

  Jul 2009 - Jul 2011

  Business Devlopment Manager

  As a Business Development Manager have had the role of handling large accounts with global presence. Understanding and identifying nature of business of such organizations as well as different business functions in the organization, therefore mapping Audio Conferencing needs as employees are widespread across the globe and have needs to communicate.Key deliverables - Identifying Business Opportunities across multi functions, enabling and educating potential clients about Audio Conferencing being a value add and detrimental in businessMaintaining and building pipeline. Managing and growing existing revenue. Avoid leakage of revenue while building excellent relations. Show less

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  Vodafone East Limited

  Jul 2011 - Jan 2016

  Managing and handling a subscriber base of 80000 Enterprise customers. Handling service Deliverables of churn management, escalations and complaints. Strategic decsion making, innvoative handling methods and critical churn handling, Enabling methods and ensuring all service requirements of Accounts are being carried out at a macro level ensuring C-sat though entire customer base, deliverables of which is measured mutually through 'Customer Engagement Tools' of 'Monthly Service Reviews' and 'Customer satisfaction Campaigns' Mentoring and setting daily/weekly targets to subordinate involved, which adds and towards achieving monthly/quarterly goals. Show less Have had the role of new Customer Acquistions on existing client base as well as getting new clients on board, core service being Mobile Voice and Data Services. Have managed and handled a team of 10 people, enabling them towards understanding, personal, team and organizations goals. Laid down simple steps and processes in making everyday a sucess towards achieving daily numbers. Build excellent team bonding, monitoring, overall helping them see a bigger goal in professional arena, which has in turn led to great results in acquisition methods. Show less

  • Account Service Manager

    Jan 2013 - Jan 2016

  • Customer Acquistions Manager

    Oct 2012 - Jan 2013

  • National Account Manager

    Jul 2011 - Sept 2012
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  Tata Teleservices Ltd

  Jan 2016 - Aug 2016

  Manager- Partner Account Manager

  • Team Management• Training and driving team to acquire new business• Ensuring training and capability development for the existing team• Have had 3 partners that comprise of- LCM ( Life cycle Management Partner) and 2 Acquisition Partner.• Responsible for driving business of all major Products on existing base through 3 team members• Additionally responsible for acquiring new logos through various major products therefore achieve new revenue generation• Main areas handled are Kolkata and some accounts from Jamshedpur.• Managing team to drive operational excellence of channel and attain business excellence Show less

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  Airtel

  Aug 2016 - May 2017

  Manager

  - Responsible for handling top Enterprise Accounts in Chennai- Life Cycle Management of these accounts- Recruitment and Training of team- Training on handling customer requirements, email etiquette, conflict management and training towards enabling better service.- Handling of 3 reportees and their respective performances to drive Service and Collection in the mentioned accounts.- Monthly and Quarterly business reviews- Capability development.- Striving towards operational excellence Show less

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  Image Consulting Business Institute

  Apr 2017 - now

  Certified Behaviorial Trainer

  Behaviorial Trainer- Specialise in Customer Experience, Sales, Campus to Corporate drive

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  MIND MAKEOVER

  Apr 2018 - now

  Director

  Improve customer retention Help improve ratings and reviews which is an outcome of positive relationship building. Trainings to minimize complaints and escalations Help in building humble yet confident bran ambassadors for your organization Enrich the existing learning and development modules packed with new age pedagogy Help Trainers build LnD outcomes which is tandem with organizational mission , vision and values Help in bettering employee experience using NLP based tools and interventions Valued addition in via delivering programs on lines of POSH and DEIHOW: Aligning the key result areas (KRAs) with the competency levels and identifying the required learning and improvement areas.Design relevant learning solutions to bridge the skill gaps based on the ADDIE model- Analyze, Design, Development, Implement, EvaluationIncorporate emotional intelligence, storytelling, vision boarding, role plays, and various written and experiential exercises to elicit learning and meet effective goals and accomplishments.Create, design, and deliver learning programs that empower employees to reach greater heights based on Training Need Initiatives and Training Need Analysis.Help meet business objectives, connecting people, technology and process with busiess strategy Show less