Gangotri Banerjee
Toronto
Summary
Collaborative leader and detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to address complex customer issues and through grievance redressal ensures loyalty. Proficient in collaborating for Automation projects and Tech upskilling. Upholds core values such as Care, Empathy, Dignity, Diversity and Responsible sourcing. Enhance team performance through constructive feedback and engagement
Overview
3
3
years of professional experience
Work History
Assistant Manager
Stealth Monitoring
12.2021 - Current
- Handled complex customer escalations and addressed grievances over phone, email and video interfaces to ensure customer satisfaction
- Optimized scheduling of staff to ensure proper coverage during without exceeding assigned budget
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback, engagement and retention
- Developed staff training materials and Standard Operative Procedures for streamlined workflow
- Managed payroll
- Conducted performance evaluations, identifying areas for development and rewarding strong performance
- Collaborated to introduce Reward and Recognition programs to boost team morale
- Ensured Quality Assurance through call quality evaluation matrix
Education
Level 7 Advanced PG Diploma - Strategic Risk and Crisis Management
ISRM
09.2024
Masters Diploma - ENG. JOURNALISM
Indian Institute of Mass Communication
01.2009
Masters Degree - POLITICAL SCIENCE
Jawaharlal Nehru University
01.2008
Bachelors - POLITICAL SCIENCE
Presidency College
01.2006
Skills
Customer Relationship Management (CRM) software
Scheduling and Payroll management through Automation software such as Paycor
Product and service knowledge
Orientation and training using Standard Operating Procedures
Team Performance and Development using Power BI matrix and Bamboo HR
Call Quality checks using ERP software
Incident Investigation using Sureview and Avigilon software
Professional Statement
A motivated and enthusiastic Corporate Security and Investigations professional with more than 13 years of demonstrative experience in leading Investment Banks performing Crisis Management and Response planning. Experienced in handling Security Risk Management Projects in North America, South America and South East Asia. Well organized and proactive in providing timely, efficient and accurate information support to the stakeholders with emphasis on Crisis Management, Business Continuity, Risk Assessment, Security Investigations and Operations. Strong Academic background and currently pursuing third Masters- Level 7 Advanced PG Diploma in Strategic Risk and Crisis Management, ISRM, UK accredited by the UK government Office of Qualifications(Ofqual) and Register of Chartered Security Professionals (CSyP). A 'Bengali' language teacher and certified Scuba Diver on the side.
Projects
Summer Internship, Consumer Research from GfK-Mode, New Delhi for 2 months. Worked on Product Testing, Moderation and Interpretation Research project, 'Developmental Stories in Mainstream Newspapers in collaboration with UNESCO & IIMC (2009) Completed internship, (News desk & Reporting Section) from Hindustan Times, New Delhi (2009) Research project, 'Stress Management' of University Grant Commission (2007) Launched N-vantage, a Nomura Subsidiary research group and conducted several Site Security Investigations
Languages
English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Professional Working
Urdu
Full Professional
Gujarati
Limited Working
Marathi
Full Professional
Timeline
Assistant Manager
Stealth Monitoring
12.2021 - Current
Level 7 Advanced PG Diploma - Strategic Risk and Crisis Management
ISRM
Masters Diploma - ENG. JOURNALISM
Indian Institute of Mass Communication
Masters Degree - POLITICAL SCIENCE
Jawaharlal Nehru University
Bachelors - POLITICAL SCIENCE
Presidency College
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