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Mousam Chowdhury

Mousam Chowdhury

Unit sales team manager

Followers of Mousam Chowdhury3000 followers
location of Mousam ChowdhuryKolkata, West Bengal, India

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  • Timeline

  • Skills

    Profit center management
    Client service
    Client acquisition
    Operations management
    Customer service
    Crm
    Customer acquisition
    Strategy
    Performance management
    Team management
    Telecommunications
    Business development
    Customer experience
    Team building
    Management
    Bpo
    Leadership
    Financial services
    Contact centers
    Training
    Recruiting
    Mis
    Service delivery
    Sales
    Vendor management
    Customer satisfaction
    Transition management
    Sla
    Workforce management
    Key account management
    Soft skills
    Talent acquisition
    Vas
    Process improvement
    Process management
    Sourcing
    Customer lifecycle management
    Business process improvement
    Team leadership
    Project planning
    New business development
    Employee relations
    Customer engagement
    Customer relationship management
    Business process outsourcing
    Management information systems

  • About me

    Customer Experience Leader with 15 years of experience in the areas of Outsourced Service Operations Management (Voice & Non-Voice), Customer Relationship, Process Migration & Re-engineering

  • Education

    • University of Calcutta

      1999 - 2002
      B.com. commerce

      bachelorship of commerce (hons.)

  • Experience

    • Ok international

      Oct 2002 - Jun 2004
      Unit sales team manager

      unit sales team manager for dsa of standard chartered credit card seling and telemarketing.

    • Vodafone

      Jul 2004 - Dec 2004
      Vodafone store customer care officer

      vodafone store customer care officer in kolkata.

    • Wipro

      Dec 2004 - Dec 2006
      Team leader - operations

      managing a team providing:technical support for dell and hp computers.customer support for united health group medical insurance[us based]

    • Reliance Communications

      Jan 2007 - Aug 2011
      Customer interface group lead

      accomplishment:- set up contact center(s) for circle- recognized as hspa & blackberry service spoc for eastern region

    • PACE SETTERS BUSINESS SOLUTIONS PVT.LTD.

      Aug 2011 - Jun 2013
      Business unit head

      accomplishment:- business expansion from 49 to 500 fte capacities with cost effective and accommodative infrastructure designing within the demographical challenges- awarded for nationally best performing outbound call center by vodafone for fy 2012-13

    • KocharTech

      Feb 2014 - Aug 2014
      Operations manager

      accomplishment:- ensuring benchmark of 43%+ roi via up-selling and product promotion for the process

    • CSC Financial Services Private Limited

      Oct 2014 - Aug 2015
      Business consultant

      accomplishment:- enhancement of ebit from zero to bau bench marking @19% within a time span of less than quarter

    • Aircel

      Sept 2015 - May 2018
      Customer experience leader

      accomplishment:- successfully migrated 23 contact centers under one mpls cloud incurring zero operational downtime- restructuring of national outbound operations to ensure efficiency enhancement by 54%- reduction of failure across all self-help channels from 23% to below 2%

    • Swiggy

      May 2018 - Dec 2021
      Customer delight leader

      customer experiencevoice and non voice channelprocess adherencepartner managementp&l managementoperational excellencetraining and qualitywork force managementescalation channelingreview and innovation

    • KocharTech

      Mar 2022 - now

  • Licenses & Certifications

    • ECIL (Excellence in Continuous Improvement Leadership) Practitioner

      Benchmark Six Sigma
      Oct 2021

    • Agile at Work: Building Your Agile Team

      LinkedIn
      Oct 2021

    • Business Process Improvement

      LinkedIn
      Oct 2021

    • Lean Six Sigma Black Belt (ICBB)

      Benchmark Six Sigma
      Sept 2021

    • Customer Experience Leadership

      LinkedIn
      Oct 2021

    • Lean Six Sigma Green Belt

      Benchmark Six Sigma
      Jun 2021