Sudipon Roy
Vancouver
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. HIGHLIGHTS Of QUALIFICATIONS 18 years of experience and expertise in implementing sales, promotion plans & retail store concepts.
Overview
17
17
years of professional experience
Work History
Team Leader
Vodafone Qatar
10.2010 - 07.2020
- Increased revenue through direct in-store sales and controlled operating expenses to increase store and counter profitability with 100% process adherence in each activity and department in the store
- Acted as Assistant Manager in the absence of the Store Manager
- A certified trainer who has gone through the global store and assistant store manager’s accreditation
- Maintained an adequate supply of consumables/materials and manpower for operations of all administration services
- Collaborated with the logistic team to ensure consistency and customer satisfaction (replenishment, repeats, promotions, stock controls & so on) while ensuring timely domestic and international delivery
- Analyzed sales figures and forecasted future sales volumes to maximize profits
- Accountable for demand forecasting and ensuring optimum inventory levels to meet the market requirement
- Assisting in formulating business plans for sales activities and development in the area in consultation with the higher management for organizational developments.
Airport Operations and Customer Service (Shift Supervisor)
IndiGo Airlines, Interglobe Aviation Ltd
03.2007 - 10.2010
- Executed diverse roles such as security staff, commercial staff, supervisor, and trainer
- Looked after reservations, check-in counters, security hold area, baggage make-up area & baggage break up area, as well as RAMP operations and was also scheduled with Cargo and warehouse for 8 months
- Extensively coordinated with ATC for Air Defense Clearance numbers, parking slots, and higher authorities for clearing the operating schedule and with other external agencies for smooth flight operations
- Airway bill data capturing, Acceptance, and preparing the required manifest of cargo in the system
- Import and export cargo document segregation, receiving the import cargo from the flight and handing over the cargo to the custodian, and issuing delivery orders for the shipments
- Handling the release of cargo from Warehouse to the aircraft and vice versa
- Trained in marshaling and certified to handle ramp and load control, cargo handling, special services, and crisis management during delays.
Senior Customer Support Associate
I.C.I.C.I One Source
06.2003 - 03.2007
- Managed the following 5 projects: - Reality: This was my first project which involved teleshopping
- Customers called to place items from the brochures
- C.C.R.T: This was an American process that dealt with credit cards in the US
- It is known as compu-credit
- National railway enquiry: It was a UK process of an enquiry line
- In this process, customers called in to enquire about the train timings and the fares
- Marks and Spencer: This project was based in Mumbai
- We were selected for this process and sent to Mumbai on deputation
- This was for a credit card industry in the U.K
- Virgin holidays: This was a travel-related process
- In this process, we booked and amended holidays for customers
- In this project, we also worked on e-mails as well
- This was also a U.K
- Process
- Examined the tickets and kept a check on the quality of service
- Supported clients by timely answering all queries via calls & emails and engaged with relevant internal teams whenever required
- Interfaced with clients for better solutions of queries with a strong understanding & improved procedures of processing
- Took preventive action by motivating advisors to achieve desired output with zero critical and non-critical errors
- Supervised day-to-day floor operations for meeting SLAs like FCR, C-SAT, and other client requirements for customer support
- Accountable for end-to-end Customer ownership to manage users’ expectations and experience in a way that results in high customer satisfaction.
Education
MBA -
University Canada West
Vancouver12.2024
Bachelor of Computer Application 72 -
William Carey University
2009
LVS Secondary & Senior Secondary School
2001
St. Germain High School
1999
Skills
- Computer Skills:
- Logistics Coordination
- Task Prioritization
- Overtime Management
- Shift Scheduling
- Documentation and Reporting
- Quality Improvement
- Team Supervision
- Employee Evaluation
- Performance Evaluations
- Decision Making
- Cross-functional Collaboration
- Problem-Solving
- Coaching
- Windows Vista/XP/7/8/10/11, Mac OS, iOS operating systems
- Microsoft Office: Outlook, Excel, Word, PowerPoint, Office 365
Languages
Bengali
Native language
English
Advanced
C1
Hindi
Advanced
C1
Bengali
Intermediate
B1
Timeline
Team Leader
Vodafone Qatar
10.2010 - 07.2020
Airport Operations and Customer Service (Shift Supervisor)
IndiGo Airlines, Interglobe Aviation Ltd
03.2007 - 10.2010
Senior Customer Support Associate
I.C.I.C.I One Source
06.2003 - 03.2007
MBA -
University Canada West
Bachelor of Computer Application 72 -
William Carey University
LVS Secondary & Senior Secondary School
St. Germain High School
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