Biplab Mukherjee
About Biplab Mukherjee
Biplab Mukherjee is a Retail Manager at Airtel in Kolkata, India, where he has worked since 2016, focusing on customer satisfaction and strategic leadership in the Postpaid Retail Franchise channels. He has a diverse background in sales and management, having held various roles in companies such as Crane Bank Ltd, TATA Teleservices, and HDFC Bank.
Work at Airtel
Biplab Mukherjee has been serving as a Retail Manager at Airtel since 2016, accumulating eight years of experience in this role in Kolkata, West Bengal, India. He drives customer satisfaction by integrating the Customer Care function across various business verticals, including Postpaid and Prepaid services. Mukherjee holds strategic leadership responsibilities for all Postpaid Retail Franchise channels, which encompass the Wireless business of Voice and Data. He is accountable for managing operations related to service provisioning and customer relationship management (CRM), ensuring effective coordination and escalations across different verticals.
Previous Work Experience
Before joining Airtel, Biplab Mukherjee worked at Crane Bank Ltd as a Retail Manager in Sales & Marketing from 2014 to 2016 in Uganda, East Africa. He also held the position of Channel Sales Manager at TATA Teleservices Ltd. for one year in the Kolkata area from 2008 to 2009. His experience includes a role as a Debt Recovery Manager at HDFC Bank from 2009 to 2012 and as a Sales Team Manager at Bajaj Allianz Life Insurance Co. Ltd. from 2006 to 2008. Additionally, he worked as a Direct Sales Lead at Reliance Communications from 2012 to 2014 in the Rest of Bengal region.
Education and Expertise
Biplab Mukherjee holds a Bachelor's degree in Science, having studied at Barrackpore Rastraguru Surendranath College. He also completed his Bachelor of Science (BSc) at the University of Calcutta. His educational background supports his expertise in managing customer service and sales operations, particularly in the telecommunications sector. Mukherjee has developed and implemented training processes for service delivery, focusing on enhancing customer interactions and service levels.
Achievements in Customer Management
In his role at Airtel, Biplab Mukherjee is responsible for the overall Customer Satisfaction (CSAT) Score within his circles. He manages service levels by categorizing customers based on Average Order Number (AON), Average Revenue Per User (ARPU), and payment patterns. This categorization aids in creating an efficient service environment. Mukherjee also develops retention strategies based on customer segmentation to minimize churn, ensuring consistent quality of interactions at all customer touchpoints.
Leadership and Team Management
Biplab Mukherjee leads a team of 20 members at Airtel, focusing on maintaining adequate staffing levels, minimizing manpower attrition, and fostering high morale among team members. His leadership style emphasizes effective deployment of channel strategies to grow Postpaid business revenues. He ensures compliance with company processes and strives for a high First Time Resolution (FTR) percentage, contributing to a positive customer experience.