1. HILLOL DEY
Mobile: 09674017404 / 08017015315
E-Mail: hilloldey007@gmail.com
CUSTOMER SERVICE OPERATIONS ~ RETAIL OPERATIONS ~ MARKETING
Location Preference: Kolkata
PROFILE SUMMARY
A competent professional with nearly 3 years of experience in:
Customer Relationship Management SLA/TAT Management Process Control
Reporting & Documentation Service Desk Operations Risk Control
Business Development Client Servicing Team Management
 Currently associated with Shoppers Stop Ltd., Kolkata as Customer Service Desk & First Citizen Desk Member
 Possess a keen customer centric approach with skills in addressing client priorities and resolving escalations
within prescribed TAT, thereby attaining client delight and high compliance scores
 Proficient in delivering cost effective, high performance solutions to meet challenging business demands
 Expertise in implementing effective procedures for a high-quality customer experience while adhering to SLA
 Excellentinensuringclearlinesof communication & close collaboration and quickly bringing the right talent to
daily operational requirements
 Skilledinidentifying&adoptingemergingtrends&addressingindustry requirements to achieve organizational
objectives and profitability norms
 A keen communicator with honed interpersonal, problem solving and analytical skills
ORGANISATIONAL EXPERIENCE
Since Mar’14 with Shoppers Stop Ltd., Kolkata as Customer Service Desk & First Citizen Desk Member
Role:
 Administering the Customer Feedback System; managing activities / processes related to Product Exchange /
Return, Reconciliation (GAN Payment) & Gift Voucher Maintenance
 Generating Return Analysis Reports; maintaining company data; managing institutional billing
 EngaginginLearning&Developmentof theCustomerServiceDeskTeam;managingtheFirstCitizenDesk;acting as the
CustomerService and Loyalty Unit In-charge; preparing a strong customer base through the Loyalty Programme
 Addressing enrolled members’ queries; engaging in merchandising activities; resolving issues and escalating
them when required
 Adhering to quality standards for various operational activities; targeting a high-quality customer experience
while complying to SLAs and work processes
 Formulating & implementing sales promotion plans and new store concepts to generate increased sales for
achievement of revenue targets
 Collaborating with other departments for in-store promotional activities for new releases & special products;
engaging in brand building and market development initiatives
 Interacting with customers for effective resolution of customer grievances and obtaining feedback
 Identifyingprospectiveclients;dealingpatiently with aggravated customers; resolving daily challenges / issues
 Ensuring maximum customer satisfaction by achieving delivery & quality norms
 Leading& monitoringthe performanceof teammemberstoensure efficiencyinsalesoperationsandmeetingof
individual & group targets
 Conductingmeetingsforsettingup salesobjectivesandstreamliningprocessestoensure smooth functioning of
sales operations
PREVIOUS EXPERIENCE
Aug’12-Dec’12 with Getit Infoservices Pvt. Ltd., Kolkata as Sales Executive

2. IT SKILLS
 MS Office
 Windows (98, 2000, XP, Vista, Windows 7)
ACADEMIC DETAILS
 MBA (Marketing & Finance) from Eastern Institute for Integrated Learning in Management (EIILMUniversity),
Kolkata in 2012 (with 64.075%)
 B.Com.(Accountancy Hons.) from Maharaja Sris Chandra College (Calcutta University), Kolkata in 2009 (with
55.25%)
 12th
(Commerce) from Sailendra Sircar Vidyalaya (WBHSE), Kolkata in 2006 (with 60%)
 10th
from Sailendra Sircar Vidyalaya (WBBHS), Kolkata in 2004 (with 63.13%)
PERSONAL DETAILS
Date of Birth: 9th
December 1988
Address: C/o Uttam Kumar Dey, 22/A, Raja Raj Ballav Street, Kolkata- 700003, West Bengal
Languages Known: English,Hindi & Bengali