Devashish Bhattacharya Email & Phone Number

Hyderabad, Telangana, India

Key Deliverables:• Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)• Hold the site accountable to and help set a clear path towards operational excellence.• Ensure adherence to budget and accurate financial accounting of vendor partner production, training and pass through expenses.• Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.• Clearly and succinctly articulate site performance and any remediation plans to an executive level.• Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.).• Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)• Drive customer experience initiatives in vendor sites.• Manage complex vendor and internal stakeholder relationships.• Prioritize and deliver timely, high quality data driven work.Skills: Analytical Skills · Influencing Others · Problem Solving · Performance Metrics · Scalability · Performance Motivation · Building Performance · Team Leadership · Change Management · Mitigation Strategies · Trust and Safety · Disaster Response · Program Management · Incident Management · Crisis Management · Business Continuity Planning · Business Continuity · Product Development · P&L Management · Organization Skills · Business Requirements · Key Performance Indicators · Conflict Management

Hyderabad, Telangana

➢ Administering a team of 50+ L2/L3 Experts and Team Leads including 300+ FTEs of TRON team in partnership with Amazon Robotics team to remotely handle exceptions in Amazon Robotic fulfillment centers in North America, Europe & Japan➢ Collaborating with internal teams across QA, Analytics & PMA while liaising with external stakeholders like Business Intelligence teams, Robotics Team, training needs, and provide regular updates ➢ Supporting Learning and Development initiatives by partnering in content development, planning and co-ordination across AVOC sites in Hyderabad and SJO➢ Formulating strategic plans with an eye towards identifying and initiating steps to maintain & improve operational metrics like TAKT, Productivity, and Quality➢ Participated in the Hiring Drives and took the initiatives of driving Campus Hiring and Off Campus Hiring of 500+ people across PAN India➢ Automated the Ticketing process in collaboration with BIE team resulted in reduction of man hours from 150 to 60 man hours in a week➢ Designing and implementing performance improvement initiatives (Improvement of Quality Scores, reduction in End, Expired, Parallel Sessions per Associate) to enhance team’s efficiency and achieve operational excellence and operator utilization of 90%➢ Identifying and preparing RCA and flag trends on KPI and driving continuous process improvements in the training processes➢ Supervising & reviewing the design of training content w.r.t. new processes, programs and feature roll out ♦ Project Management of new initiatives & launches ♦ Allocate training resources for processes programs ♦ Monitor & report on training activities and share the progress with the leadership➢ Conducted hiring drives including off campus and campus drives➢ Collaborated with in house recruiters to source & shortlist candidates as per requirements➢ Formed a Hiring Squad to telephically screen and take interviews while training the Hiring Squad on interviewing skills

Hyderābād Area, India

➢ Spearheaded a team of 3 Team Leaders and 50+ specialists working on providing on-trip safety assistance to riders and driver-partners➢ Tracked and delivered KPIs like CSAT, Quality and Average Handling Time of the team while rendering training, mentoring and providing coaching and feedback➢ Proposed and implemented smart solutions to improve process and 15% people efficiency ➢ Adhered to all operations procedures while troubleshooting issues w.r.t. processes affecting the SLAs, and making data-driven process improvements➢ Managed SLA metrics and supported in maintaining quality and improving overall customer experience from a CSAT Score of 3.9 to 4.5➢ Prepared and presented DBR, WBR & MBR to senior leadership➢ Efficiently managed recruitment and hiring process while training employees➢ Facilitated one-on-one sessions with associates to reduce absenteeism, attrition and performance improvement

Hyderabad Area, India

➢ Monitored New Hire performance via toll gate reviews and set expectations to improve nesting throughput➢ Steered process improvements initiatives by identifying service delivery gaps while focusing on quality, and offering solutions to make Uber platform safe for riders and drivers as both ➢ Streamlined and managed internal & external communications to maximize team productivity➢ Tracked and delivered KPIs while ensuring effective dissemination of information from central teams➢ Managed and maintained SharePoint sites and plan team events➢ Administered multiple internal and externally sponsored projects and activities while developing and tracking plans to accomplish goals➢ Monitored DSAT analysis and QA by deploying 80/20 rule

Hyderabad Area, India

➢ Addressed customer calls w.r.t. cancellation of services and building relationship for customer retention➢ Documented and analysed reasons w.r.t. cancellation of services by customers➢ Collaborated with external stakeholders to include Carriers, Vendors and Suppliers while coordinating with internal stakeholders like Retail, Finance and Fulfilment Centers

Aurora’S Degree And Pg College, Operations Management And Supervision, A +

Bachelor Of Commerce (B.Com.), Business Operations And Management

Captain of the class from 2011-2014. Won Star of Aurora award for overall excellence in academic years 2012-2013 and 2013-2014.