Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Timeline
Hi, I’m

Koushik Das

Operations Supervisor
Toronto,Canada
Koushik Das

Summary

Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

10
years of professional experience
4
years of post-secondary education
3
Languages

Work History

Teleperformance
Toronto, ON

Operations Supervisor
01.2021 - Current

Job overview

  • Directly responsible for Agent Development
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Managing and developing a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support, and education
  • Motivated and trained employees to maximize team productivity.
  • Reviewing team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met
  • 80% of the time monitoring & coaching
  • Effective use of key dashboards and call activity reporting to ensure excellent performance rigor
  • Following all steps of TOPS to manage my team and their shift daily to ensure 80% of my shift is spent managing my team
  • Support, motivate, evaluate, develop, and coach Agents to continually meet and exceed their individual / team targets
  • Completing regular monitoring of team handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
  • Proactively maintaining and delivering the required service levels whilst maximizing productivity in the team to ensure the desired financial goals
  • Providing “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
  • Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
  • Ensuring all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc
  • Interaction with other Departments (WFM, QA, Payroll/HR, etc)

LTI LALLY Transportation INC
Brampton, ON

Logistics Coordinator
05.2019 - 12.2020

Job overview

  • Provided world-class administrative support in terms of transportation arrangement, scheduling, dispatching, receipt and delivery of bulk order in a timely manner, management of overseas inventory of goods and vehicles.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.

Concentrix
Kolkata, WB

Marketing Supervisor
02.2015 - 12.2017

Job overview

  • Reliance Telecommunication JIO
  • Performed market report and quarterly financial report analysis
  • Thoroughly reviewed the latest market trends to gain competitive advantage
  • Conducted extensive market research as well as frequent field visits to retailers.
  • Wrote engaging copy for email, direct mail, print and online campaigns.
  • Optimized landing pages and increased online visibility with SEO tools.
  • Managed team of 35 marketing professionals developing and implementing 3 campaigns each year.
  • Organized promotional items for customers and events.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Created and managed social media campaigns to increase brand engagement.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
  • Optimized email campaigns to increase open and click-through rates.
  • Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
  • Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Generated sponsorships with related and partnering entities to enhance marketing objectives.

Kotak Mahindra, Life
Kolkata, WB

Insurance and Financial Services Advisor
02.2014 - 02.2015

Job overview

  • Supported clients with their auto and home insurance needs while providing them with an unparalleled customer experience
  • Guided and served our members and clients throughout the claims process with empathy and professionalism.
  • Offered competitive commercial banking solutions and retail financing options.
  • Worked with clients to provide competitive commercial banking solutions and retail financing plans.
  • Prepared detailed financial reports to monitor and assess portfolio performance.
  • Developed and delivered financial presentations to drive client engagement.
  • Negotiated agreements with clients and suppliers to cultivate favorable terms.
  • Tracked budget forecasts and monitored budget performance.
  • Analyzed financial trends and provided detailed financial reports to management.

Education

Humber College
Toronto, ON

Post-Degree Certificate from Global Business Management
05.2018 - 05.2019

University Overview

Jalandhar Punjab Technical University

Bachelor of Business Administration
09.2011 - 05.2014

University Overview

Skills

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Accomplishments

Accomplishments
  • Supervised team of 30 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 20 in the development of TP Insulet chat bot.

Software

MS Office

AWS

Salesforce

Power BI

Interests

Travelling

Watching Movies

Timeline

Operations Supervisor
Teleperformance
01.2021 - Current
Logistics Coordinator
LTI LALLY Transportation INC
05.2019 - 12.2020
Humber College
Post-Degree Certificate from Global Business Management
05.2018 - 05.2019
Marketing Supervisor
Concentrix
02.2015 - 12.2017
Insurance and Financial Services Advisor
Kotak Mahindra, Life
02.2014 - 02.2015
Jalandhar Punjab Technical University
Bachelor of Business Administration
09.2011 - 05.2014

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Koushik DasOperations Supervisor