Bijoy Das Email and Phone Number

• Managing financials for the project• Capacity planning and pyramid refresh to ensure profitability is maintained• Coordinating with different Client POC’s for new business opportunities• Managing & driving cost to server to improve project profitability• Driving proactive issue remediation through monitoring tools• Developing processes and procedures to streamline operations, improve efficiency & enhance user experience• Ensuring all operational metrics are met & exceeded• Driving innovation opportunities through ideation, enhancement and tool integration to improve efficiency and user experience • Hiring key technical resources to boot teams advance technical & Customer management capabilities• Cross skilling, identifying key resources, power mapping to improve customer satisfaction and drive MTTR down

• Completed a successful On-Shore transitioning for the project• Gathering documentation, defining scope of work (SOW), highlighting gaps in knowledge transfer & identifying risks throughout KT• Infrastructure set up related to telephony systems• Creating processes around Service Level management, outage management, quality evaluation process, escalation management, client management, reporting etc• Training the trainer and 50 Service Desk frontline resources• Creating plan, driving and meeting all service level within the first 3 months of Go Live• Managing a team of 150 resources across all functions & career levels• Capacity planning & scheduling for all 150 resources• Managed end to end recruitment for the project• Identifying Service Desk enhancement opportunities and driving them to closure to ensure reduction in volume and better integration with Vendor Partners• Coordinating with Service Introduction team to drive successful launch of new projectsInnovationsPassword Reset Automation: Enabled Self Service password reset functionality through Interactive Voice Response by using Amazon Web Services Telephony systemsChat BOT Implementation: Volume diversion through Chat BOT implementation. Opportunity to obviate 8% of overall volumeLMI Lens Implementation: LMI lens would help the team to view the restaurant environment in real time, troubleshooting and provide quicker resolution, improved C-SAT & lower downtime for restaurants. Opportunity to improve CSAT and save 2 FTE worth effortsSelf-Healing: Integration of self-help tools with Client systems. Opportunity to reduce volumes by 7%Incident Auto Categorization via Integration of ticketing tool with MyWizard platform along with ML instanceVoice Service Level Improvements via integration of Proactive Queue Monitoring (PQM) tool with telephony systemAuto Remediation of Services via integrating automated scripts

• Currently handling 3 Teams which are reporting to me. • Also assisting Senior Manager in Process improvement and reducing / preventing Client Escalations, Client handling, • Ensuring all probable escalations is managed in advance and all day to day activities of various departments are monitored to ensure 0 Client escalations.• Handled 2 Team’s with a combined strength of 40 Frontline Agents working for Google ARIS.• Second Team being comprised of Bottom Quartile Agents of the floor with an aim to improve their Quality of work. • Client Interactions on Daily / Weekly / Monthly Commitments.• Developing and ensuring appropriate processes are in place for smooth functioning of day to day activities.• Ensuring Client Calibrations are documented and rolled out with immediate effect.• Scheduling workforce of 120+ Frontline Agents and Support Staff.• Day to Day Client Reporting and RCA's.• Monitoring the training process, identifying improvement areas and implementing adequate measures to maximize process accuracy level.• Leading process improvements projects. • Preparing and implementing action plan for bottom performers• Address and resolve escalated issues• Oversee action plans/PIP in place for bottom performers• Engage Team Managers through regular 1-0-1s, team meetings & other employee engagement activities• Managing attrition & Shrinkage through regular review of warning signs

• Handling Service Desk Operations for the Largest and most Critical Account with IBM GTS.• Worked extensively and ensured all Service Levels are delivered as per Contract.• Working on various improvement metrics for adding value to Client Services like Ticket Backlog, Resolver Group MTTR, Resolver Group C-SAT & Service Level attainment, RTL, Customer Escalation etc.• Responsible for IMAC, Level 1 and Level 1.5.• Monitoring the training process, identifying improvement areas and implementing adequate measures to maximize process accuracy level.• Complete ownership to ensure BPMS implementation.• Front ending all Client interaction and communications.• Managing all Account SLA and SLO's.• Data analysis on a regular basis for presenting WRMs and initiating process improvements.• Responsible for handling and ensuring 100% Compliance for various functions (Labour Clocking, Scheduling / Rostering, 1-o-1’s etc).• Running various process improvement and innovative projects to meet Client laid objectives.• Working rigorously to meet Transitional gaps and ensure process stability.