Krishnendu Paul Email & Phone Number

Riyadh, Sa

Riyadh, Sa

Riyadh, Saudi Arabia

Jeddah, Makkah, Saudi Arabia

Jeddah

SolexPLUS, a subsidiary of EXSAB Investment Group, is a professional Business Process Outsourcing (BPO) company which was set up in the Kingdom of Saudi Arabia with the purpose of providing an unmatched process outsourcing experience for leading organizations in Saudi Arabia and across the region.SolexPLUS has its first Customer Management Center in Jeddah comprises 5500 Sq.M. space with a seating capacity for more than 600 agents in a single shift, which makes it one of the biggest independent contact centers in the MENA region. Responsibilities - - Grow the organization from 0 FTE to 1300+ FTEs during the years bringing in profitability in the business. - Manage multiple functions – Launch & Implementation of new projects, Work Force Management and scheduling of staff, performance management, MIS, Service Delivery, Training and Quality Assurance.- Governance - Audit/review support partners through regular MBR/QBR/Process Audits.- Operational Responsibility for Large and Complex End to End Operations (1300+ FTEs) involving Voice and Back office programs of Clients spread across Multiple sites. Grew the business from 0 to 1300 FTEs over the years.- Manage Revenue and P&L for all the projects in the company (Annual Revenue of 100 m SAR). - Manage projects of MNCs [Samsung, Huawei, IKEA, Pepsi, VFS, etc.] and Government [Ministry of Labor, Ministry of Haj and Umra, diplomatic missions, etc.] and large business entities such as Abdul Lateef Jameel, Petro Rabigh Refinery, SABIC, etc.- Driving excellence through Innovation and Analytics in the projects – Self Service, Robotics, Mobile Applications, BI, Automation, Process Re-engineering.- Managed BPO operations of IT helpdesk, Customer care and claim process, Sales lead generation and complaint handling, Visa Application process for Schengen and other diplomatic missions, Utility services like electricity, airline ticketing and booking, governmental welfare programs to name a few.

Jeddah, Ksa

Areas of Responsibilties -- Business solution building with sales division. Pitching for sales and provide solutions to prospective clientele. - Setting up operating procedures and providing inputs for the development of the support departments to help service delivery.- Setting up Quality Assurance and Training procedures for the organization.- Manage Launch and Implementation of new accounts.- Manage operations support center, giving critical input to top management on leakages and leveraging resources.

Noida Area, India

Tech Mahindra [now MahindraSaytam] has its global presence as a business transformation consulting firm focused on the communication industry. It is a leading provider of IT solutions to the Telecom Industry. In the BPO front, it has its presence in both domestic and international arena catering to various LoBs.Areas of Responsibilities -- Manage customer care business for the entire Indian North zone of TATA Teleservices Limited [TTSL] comprising of 6 circles (almost 42% of the entire business of TTSL.)- Manage Dealer’s Help Line (DHL) and Prospect Help Line (PHL) along with front end customer care for the entire North zone.- To manage KPI’s and internal profit margins by setting up team and processes.- Managed ramp of the process during ASR to IVR migration.- Managed a team of 800+ FTEs along with MIS, Training and Quality Team working for multiple processes. - Manage end-to-end transitioning of processes, sizing and capacity planning, monthly invoicing, bonus/penalty calculations and overall relationship to enhance customer experience while simultaneously reduce the cost to serve- Governance - Audit/review operations and support departments through regular MBR/QBR/Process Audits. - Participate in the making of Annual Operating Plan and Strategic Action Plans for the contact centres- Responsible for the P&L of the project.

Gurgaon, Noida, Ncr

TeleTech Services (India) Ltd. is a Joint Venture of Bharti Cellular Ltd, India & TeleTech Holdings Ltd, US setup to engage in the BPO business for both domestic and international clients.Areas of Responsibilities -- Managed customer service for 8 major circles for Airtel Limited with a combined customer base of more than 10 million. Airtel is the 3rd largest telecom company in the world as on 2018 with a subscriber base of 438 million customers in 20 countries.- Strategic planning for the processes and setting up operational goals and performance objectives.Achieving established goals for production hours, SLA & revenue and meeting performance metrics.- Employee engagement, development and retention.- Lead and maintain employee satisfaction and morale by using reward / recognition tools available.Planning revenue and call targets and ensuring operations constantly delivers and exceeds client expectations.- Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to achieve the SLA metrics for quality.- Responsible for compliance for all processes and policies.- Cultivating a relationship with clients to understand their business needs and expectations.- Serve as communication liaison between client & management.- Manage interface with all support functions including Training, Quality Assurance, Recruitment, IT support, and administration.- Managed a team of more 700+ employees across different processes and locations with rapid ramp up.

New Delhi, Bangalore

HeartlandDelhi Transcription Services is an overseas transcription center of Heartland Information Services [HIS], a subsidiary of HCR Manorcare. HIS is a pioneer in providing healthcare services in the area of multi-disciplinary medical transcription primarily to the US clients with its corporate office located in Toledo, Ohio, USA. It is the leading Company in the field of Medical Transcription with the total strength of over 1500 employees in India. Areas of Responsibilities -- Operations and Quality Management - Service Delivery- General Management - Driving efficiency across functions- Project Management - Strategic Planning and Execution- Business Planning and Execution- Process streamlining- Identification and implementation of KRA for Operations functions- ISO Management Representative- Capacity Planning and Improving FTE utilization.- Employee Motivation.- Managed more than 20 US/UK accounts.- Managed a team of more than 400 employees working at different level.

Master Of Business Administration (Mba), International Business

Bachelor Of Science (Bsc), Botany/Plant Biology

Education record