Shantanu Brahma

Growth-oriented Business Development and Operations Professional with 5+ years of experience across BPO, Healthcare, Marketing, Client Relationship Management, and Business Services. Proven track record in business development, lead generation, client acquisition, relationship management, sales strategy, and team leadership. Experienced in managing multi-client operations, building strategic partnerships, developing new market opportunities, and driving measurable business growth.

Strong entrepreneurial background with hands-on experience in business operations, recruitment, client servicing, vendor management, and commercial negotiations.

Business Developer - Satellite Radio Solutions Limited

(2024-06 - 2026-03)

• Identified and researched potential clients, target markets, and new business opportunities to drive revenue growth.
• Developed and executed lead-generation strategies to build a consistent sales pipeline.
• Built and maintained strong, long-term relationships with clients and key stakeholders.
• Conducted client meetings, business presentations, negotiations, and commercial discussions to successfully close opportunities.
• Prepared and delivered business proposals, pricing structures, presentations, and pitch decks based on client requirements.
• Maintained accurate customer and business-development reports, tracking leads, opportunities, follow-ups, and conversions.
• Researched and implemented new target-market initiatives to expand the company's client base.
• Planned and coordinated corporate events and business initiatives for organizations including AbhiBus, Hyundai, MyHomeBhooja, and other corporate clients.
• Handled customer escalations by understanding concerns, coordinating with internal teams, and providing timely resolutions.
• Developed customer-referral initiatives, including referral discount programs, to generate additional leads and improve customer acquisition.

Client Relationship Manager (CRM) - Alt Heal Private Limited

(2023-01 - 2024-05)

• Managed and maintained relationships with existing and prospective clients to ensure high levels of customer satisfaction and retention.
• Handled customer queries, escalations, and service-related concerns while providing timely and effective resolutions.
• Maintained customer information and reports to support relationship management and business operations.
• Conducted client follow-ups and coordinated with internal teams to ensure smooth service delivery.
• Supported lead-generation activities through customer referrals, promotional initiatives, and relationship-based business development.
• Identified opportunities to strengthen client relationships and contribute to business growth.

Assistant Business Manager (ABM) - HRH Next Services Pvt. Ltd.

(2020-01 - 2022-12)

• Successfully managed 11 projects/processes across clients, including Vijaya Diagnostic, Aha Chat, Aha Sales, Aha Renewal, Cars24, Vijetha Super Market, BITS Registrations, BITS Support, Seion Fans, IMI 3M, and Kosan Solar.
• Led and managed a team of 56+ employees, overseeing operations for 26+ clients while ensuring high levels of productivity and service quality.
• Consistently monitored and achieved key operational KPIs, including manpower billing targets, Email First Response Time (FRT), Answer Rate and Abandonment %, Sales performance with 70–85% target achievement, and Attrition and shrinkage management.
• Maintained an overall 85–90% monthly KPI achievement rate, ensuring operational excellence and client satisfaction.
• Coordinated with cross-functional teams to improve process efficiency, workforce planning, and service delivery across multiple accounts.
• Supported client relationship management by ensuring SLA compliance and delivering consistent operational performance.

Team Leader - HRH Next Services Pvt. Ltd.

(2019-11 - 2020-12)

• Managed end-to-end home sample collection bookings across multiple service areas.
• Assigned daily collection slots to field technicians based on location, availability, and workload.
• Monitored on-time sample collection and submission between customers, collection branches, and processing centers.
• Coordinated with internal teams to ensure smooth operational workflow and timely service delivery.
• Conducted post-service customer feedback calls to measure satisfaction and improve service quality.
• Resolved customer escalations while maintaining high service standards.
• Prepared daily operational reports and monitored team performance to meet KPIs and SLAs.
• Supported process improvements that enhanced turnaround time and customer experience.

Customer Support - Swiggy DE Process - HRH Next Service Pvt Ltd.

(2017-11 - 2017-12)

Swiggy DE Process (First 6 Months)

• Provided customer support for Swiggy's Delivery Executive (DE) process.
• Maintained 0% fatal errors while consistently meeting quality standards.
• Delivered excellent customer service with strong adherence to process guidelines.
• Resolved customer and delivery partner queries efficiently while maintaining high productivity.
• Recognized for excellent performance and quality of work.

Associate - Vijaya Diagnostic Center (VDC) Healthcare KPO - HRH Next Service Pvt Ltd.

(2018-01 - 2019-10)

Promoted internally to the Vijaya Diagnostic Center (VDC) Healthcare KPO project based on performance.

• Assisted patients with appointment scheduling, service-related queries, and support.
• Maintained accurate customer records while following healthcare compliance procedures.
• Coordinated with internal teams to ensure timely resolution of customer concerns.
• Delivered professional and empathetic customer service in a healthcare environment.

Bachelor of Commerce - General - Kakatiya University

Intermediate Education - Secondary Education of Bhiwani

Secondary School Certificate (SSC) - Fountain Head High School