waelChafei/testdataset · Datasets at Hugging Face

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PI DEVTANU CHAKRABORTY
PI Mobile: 09272088430
PI E-Mail: devtanuchakraborty@gmail.com
Obj Seeking managerial assignments in Operations Management in a dynamic environment that focuses on building relationships with clients and promotes customer satisfaction while achieving organizational and personal goals.
Sum PROFILE SNAPSHOT
Sum Over 13 years of experience in Operations & Team Management, Sales & Retention, Revenue Generation & MIS in BPO sector both International and Domestic.
Sum Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence
Sum Adept at providing value added customer service, ensuring quality and service norms by mentoring / guiding the team members with excellent training and development
Sum Excellent interpersonal, communication and organizational skills with proven abilities in leadership skills, team management and customer relationship management
Skill CORE COMPETENCIES
Skill Operations / Process Management
Skill Sales & Retention Management
Skill Training & Mentoring
Skill Revenue Generation
Skill MIS Reporting
Skill Team Management
Exp ORGANISATIONAL EXPERIENCE
Exp Oct’18 – Till Date with Aegis Customer Support Services PVT LTD.
Exp Manager Operations – Pay-tm Market Place
Exp Operations Management
Exp To manage 250 FTE along with 3 Assistant Managers , 14 team leaders to ensure that projects are managed efficiently and effectively as per service level agreement
Exp Manage Business KPI’s to ensure no impact on PNL for the process.
Exp Prepare and conduct weekly and monthly review with client
Exp Formulating & implementing procedures for daily operations and internal reporting systems for monitoring quality.
Exp Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.
Exp Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.
Exp Preparing weekly/ monthly and quarterly reports and maintain employee performance database tracker with a view to monitor efficiency of employees.
Exp Process Management
Exp Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.
Exp Administrating process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.
Exp Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Exp Creating & implementing workflows to facilitate structured support in all areas and issues.
Exp Maintaining coordination with Infrastructure & IT Dept. for the floor issues, monitoring Operations Monitor System and analysing various reports viz. process dashboards reports.
Exp Transitioned new hires from training to the Floor and helped them demonstrate excellent performance.
Exp People Management
Exp Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
Exp Driving team towards a customer- centric delivery of services, team management and up gradation/training etc.
Exp Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis as well as conducting appraisal and one-to-one interviews.
Exp Determining training needs of employees through competency mapping and arranging suitable training program to enhance their skills.
Exp Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.
Exp Appropriately using Rewards & Recognition to energize and team members. Leave planning, Managing Compensatory Offs, Unscheduled Leave Initiating Disciplinary procedure in conjunction with HR and Reporting manager.
Exp Monitoring, identifying and resolving performance/behaviour/attendance issues using performance management techniques.
Exp Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.
Exp Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards.
Exp Sep’15 – Sep’18 with Hinduja Global Solutions
Exp Assistant Operations Manager – IDEA Cellular
Exp Key Responsibilities:-
Exp To manage a group of 150 FTE along with 11 Team Leaders and 11 subject matter experts to ensure KPI’s are managed as per service level agreement.
Exp Manage Business KPI’s to ensure no impact on PNL for the process.
Exp Prepare and conduct weekly and monthly review with client and circle teams.
Exp Hiring of Team Leader and support staff as operation panel.
Exp Managing value adds for the process in terms of new prospect generation and upselling revenue generation.
Exp Planning of Roster basis forecast and manpower available.
Exp Performance appraisal for all Post-paid LOB support staff.
Exp Managing Monthly, Quarterly and Yearly Advisor performance management as per HR and Quality grids.
Exp Feedback to Direct Reportees on Weekly and monthly basis regarding their performance and behaviour.
Exp Focusing on Bottom Quartile for different metrics and providing effective training and feedback to help them in meeting Client targets.
Exp Generate sales revenue equal to the total business billing
Exp Worked on saving cost to company on transport where in different steps were taken to save impact on PNL
Exp Planning of urgent OT requirement with WFM on client’s and process requirement.
Exp Jun’14 – Aug’15 with Mphasis Ltd.
Exp Unit Manager – Customer Service IDEA Cellular
Exp Lead a team of 25 individuals for servicing Platinum Segment Customers.
Exp Maintaining Various Client KPI’s and KRA’s month on month.
Exp Mentoring team members on areas of opportunities to assist them in meeting their performance goals.
Exp Maintaining Leave Planner for controlling absenteeism.
Exp Generate sales revenue equal to the total business billing
Exp Taking care of the skill set Roster (Leave quota alignment) with CWFM Team.
Exp To manage daily and monthly Service level’s
Exp Prepare glide path and action plan to achieve operational KPI’s
Exp Lead weekly client calls with circle Spocs.
Exp Prepare and present Weekly internal and Monthly external reviews.
Exp Jan’13 – April’ 14 with Tech Mahindra Business Services Limited, Pune
Exp Team Leader – Retentions
Exp Lead a Team of 20 consultants to retain customers for 3G Mobile Phone Network in UK.
Exp Maintained upgrade to inbound calls and Net Promoter Score month on month.
Exp Performing day to day Detractor Analysis based on scores received.
Exp Mentoring team members on areas of opportunities to assist them in meeting their performance goals.
Exp Ensuring consistent performance on all Critical Performance Matrices (CPM’s)
Exp Sharing data and action plans accordingly with every single individual at the end of every week.
Exp Sending across data for unbudgeted shrinkage, login hrs, AHT to the TOM Group.
Exp Maintaining Leave Planner for controlling absenteeism.
Exp Have also worked with the Fraud ops team.
Exp Jan’06 – Sep’12 with Wipro-BPO Solutions Limited, New Delhi
Exp Growth Path:
Exp Associate – Member Saves and Retention:
Exp Jan’06 – Dec’07 Quality Analyst AOL UK MSR:
Exp Jan’08 – Aug’08 Compliance Auditor – AOL UK MSR AND MST:
Exp Sep’08 – Dec’08 Team Leader - HP (Operations):
Exp Jan’09 – Aug’11 Group Leader - HP (Operations):
Exp Sep’11- Sep’12 As Group Leader - HP (Operations):
Exp Responsible for revenue generation for the site
Exp Heading a team of 25 Consultants as an additional responsibility in HP
Exp Looking after Site Level MIS reports such as Loyalty incentive, Sales incentive, Stacks, QPLC
Exp Ensuring consistent performance on all critical Performance Measures (CPM’s) as well as processing of invoices as per turn-around-time (TAT)
Exp Responsible for maintaining the RPC (revenue per call) scores week on week for the site
Exp Facilitating:
Exp Sales mix to achieve the revenue figure (Desktops, Laptops, Printers, Accessories, and Warranties)
Exp R6 (Reconditioned units and Warranties) sales as well as HHO (New Hardwares) with daily and weekly contests
Exp Acting as:

PI DEVTANU CHAKRABORTY

PI Mobile: 09272088430

PI E-Mail: devtanuchakraborty@gmail.com

Obj Seeking managerial assignments in Operations Management in a dynamic environment that focuses on building relationships with clients and promotes customer satisfaction while achieving organizational and personal goals.

Sum PROFILE SNAPSHOT

Sum Over 13 years of experience in Operations & Team Management, Sales & Retention, Revenue Generation & MIS in BPO sector both International and Domestic.

Sum Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence

Sum Adept at providing value added customer service, ensuring quality and service norms by mentoring / guiding the team members with excellent training and development

Sum Excellent interpersonal, communication and organizational skills with proven abilities in leadership skills, team management and customer relationship management

Skill CORE COMPETENCIES

Skill Operations / Process Management

Skill Sales & Retention Management

Skill Training & Mentoring

Skill Revenue Generation

Skill MIS Reporting

Skill Team Management

Exp ORGANISATIONAL EXPERIENCE

Exp Oct’18 – Till Date with Aegis Customer Support Services PVT LTD.

Exp Manager Operations – Pay-tm Market Place

Exp Operations Management

Exp To manage 250 FTE along with 3 Assistant Managers , 14 team leaders to ensure that projects are managed efficiently and effectively as per service level agreement

Exp Manage Business KPI’s to ensure no impact on PNL for the process.

Exp Prepare and conduct weekly and monthly review with client

Exp Formulating & implementing procedures for daily operations and internal reporting systems for monitoring quality.

Exp Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.

Exp Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.

Exp Preparing weekly/ monthly and quarterly reports and maintain employee performance database tracker with a view to monitor efficiency of employees.

Exp Process Management

Exp Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.

Exp Administrating process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.

Exp Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Exp Creating & implementing workflows to facilitate structured support in all areas and issues.

Exp Maintaining coordination with Infrastructure & IT Dept. for the floor issues, monitoring Operations Monitor System and analysing various reports viz. process dashboards reports.

Exp Transitioned new hires from training to the Floor and helped them demonstrate excellent performance.

Exp People Management

Exp Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Exp Driving team towards a customer- centric delivery of services, team management and up gradation/training etc.

Exp Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis as well as conducting appraisal and one-to-one interviews.

Exp Determining training needs of employees through competency mapping and arranging suitable training program to enhance their skills.

Exp Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.

Exp Appropriately using Rewards & Recognition to energize and team members. Leave planning, Managing Compensatory Offs, Unscheduled Leave Initiating Disciplinary procedure in conjunction with HR and Reporting manager.

Exp Monitoring, identifying and resolving performance/behaviour/attendance issues using performance management techniques.

Exp Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.

Exp Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards.

Exp Sep’15 – Sep’18 with Hinduja Global Solutions

Exp Assistant Operations Manager – IDEA Cellular

Exp Key Responsibilities:-

Exp To manage a group of 150 FTE along with 11 Team Leaders and 11 subject matter experts to ensure KPI’s are managed as per service level agreement.

Exp Manage Business KPI’s to ensure no impact on PNL for the process.

Exp Prepare and conduct weekly and monthly review with client and circle teams.

Exp Hiring of Team Leader and support staff as operation panel.

Exp Managing value adds for the process in terms of new prospect generation and upselling revenue generation.

Exp Planning of Roster basis forecast and manpower available.

Exp Performance appraisal for all Post-paid LOB support staff.

Exp Managing Monthly, Quarterly and Yearly Advisor performance management as per HR and Quality grids.

Exp Feedback to Direct Reportees on Weekly and monthly basis regarding their performance and behaviour.

Exp Focusing on Bottom Quartile for different metrics and providing effective training and feedback to help them in meeting Client targets.

Exp Generate sales revenue equal to the total business billing

Exp Worked on saving cost to company on transport where in different steps were taken to save impact on PNL

Exp Planning of urgent OT requirement with WFM on client’s and process requirement.

Exp Jun’14 – Aug’15 with Mphasis Ltd.

Exp Unit Manager – Customer Service IDEA Cellular

Exp Lead a team of 25 individuals for servicing Platinum Segment Customers.

Exp Maintaining Various Client KPI’s and KRA’s month on month.

Exp Mentoring team members on areas of opportunities to assist them in meeting their performance goals.

Exp Maintaining Leave Planner for controlling absenteeism.

Exp Generate sales revenue equal to the total business billing

Exp Taking care of the skill set Roster (Leave quota alignment) with CWFM Team.

Exp To manage daily and monthly Service level’s

Exp Prepare glide path and action plan to achieve operational KPI’s

Exp Lead weekly client calls with circle Spocs.

Exp Prepare and present Weekly internal and Monthly external reviews.

Exp Jan’13 – April’ 14 with Tech Mahindra Business Services Limited, Pune

Exp Team Leader – Retentions

Exp Lead a Team of 20 consultants to retain customers for 3G Mobile Phone Network in UK.

Exp Maintained upgrade to inbound calls and Net Promoter Score month on month.

Exp Performing day to day Detractor Analysis based on scores received.

Exp Mentoring team members on areas of opportunities to assist them in meeting their performance goals.

Exp Ensuring consistent performance on all Critical Performance Matrices (CPM’s)

Exp Sharing data and action plans accordingly with every single individual at the end of every week.

Exp Sending across data for unbudgeted shrinkage, login hrs, AHT to the TOM Group.

Exp Maintaining Leave Planner for controlling absenteeism.

Exp Have also worked with the Fraud ops team.

Exp Jan’06 – Sep’12 with Wipro-BPO Solutions Limited, New Delhi

Exp Growth Path:

Exp Associate – Member Saves and Retention:

Exp Jan’06 – Dec’07 Quality Analyst AOL UK MSR:

Exp Jan’08 – Aug’08 Compliance Auditor – AOL UK MSR AND MST:

Exp Sep’08 – Dec’08 Team Leader - HP (Operations):

Exp Jan’09 – Aug’11 Group Leader - HP (Operations):

Exp Sep’11- Sep’12 As Group Leader - HP (Operations):

Exp Responsible for revenue generation for the site

Exp Heading a team of 25 Consultants as an additional responsibility in HP

Exp Looking after Site Level MIS reports such as Loyalty incentive, Sales incentive, Stacks, QPLC

Exp Ensuring consistent performance on all critical Performance Measures (CPM’s) as well as processing of invoices as per turn-around-time (TAT)

Exp Responsible for maintaining the RPC (revenue per call) scores week on week for the site

Exp Facilitating:

Exp Sales mix to achieve the revenue figure (Desktops, Laptops, Printers, Accessories, and Warranties)

Exp R6 (Reconditioned units and Warranties) sales as well as HHO (New Hardwares) with daily and weekly contests

Exp Acting as: