Rajarshi Das Gupta

About Rajarshi Das Gupta

I lead Customer Experience as an end-to-end function, covering both pre-sales and…

Experience

1. Assistant Manager - Customer Success

   Infra.Market

   Dec 2023 — Present · Thane, IN

   Lead the Customer Success team managing presales, cross selling and MQL qualification across 15+ structural, finishing, lifestyle product categories – Concrete, AAC blocks, Aggregates, Steel, Pipes and Fitting, MDF and Plywood, Laminates Tiles, Bath fittings, Sanitaryware, Furniture Hardware, Modular Furniture, Electricals and Kitchen Appliances, Shalimar Paints, Rental Equipment and Spare Parts, Exterior Painting and Construction Chemicals.• Maintain targeted inbound Answer Rate, ensure adherence to SLA by initiating timely outreach to CRM-assigned leads within the defined TAT, set lead follow-up mechanisms and track daily call metrics including talk time, call count, leads qualified and after call work time.• Build Excel dashboards using Pivot Tables, Power Pivot, Weighted Averages, XLOOKUP, COUNTIFS, SUMIFs etc for lead funnel, SLA, and performance tracking.• Develop customised product serviceability map using Google Earth and Google MyMaps based on plant location and pincode based borders using publicly available geojson and KML files.• Drive in-house CRM training, process improvement, and revenue growth via lead analysis and reviews. • Sat in regular meetings with in-house tech teams to suggest CRM usability enhancements, leading to implementation of key feature requests and creating customised Looker Studio dashboards.• Maintain team discipline, ensure punctuality, and promote employee well-being through wellness check-ins and a supportive team culture.• Deliver customised lead funnel reports to the different business unit categories on a recurring basis.

Education

• Lala Lajpatrai Institute Of Management

  Master of Business Administration - MBA

  2017 — 2019

• Watumull Institute Of Electronic Engineering And Computer Technology

  B.E.

  2010 — 2014