Robi Banerjee Email & Phone Number

Assisting retail and automotive organizations improve customer experiences and improve operations through transformation across all channels.

Paris, Île-De-France, Fr

Teleperformance is the worldwide leader in outsourced omnichannel contact center solutions. We connect the biggest and most respected brands on the planet with their customers by providing best-in-class customer care, technical support, sales, digital solutions and other specialized services. We continually invest in research and development to get a deeper understanding of customers’ behaviors, needs and preferences around the globe. As experts in people interactions, we hold the edge in delivering a superior customer experience in every single customer contact. Teleperformance has received more awards as the top performing firm than all of its competitors combined by Frost & Sullivan. Teleperformance has approximately 330,000 employees working in 400 delivery sites located in 85 countries, supporting over 265 different languages and dialects and interacting with 40% of the world's total population annually.

Moxi is a customer centric mobile platform where automotive dealerships provide customers with a pain free ownership experience for purchasing and servicing all their household vehicles.

Utilizing my 15+ years as a thought leader in retail/omni-channel strategies, in-store & out-of-store experiences (e-commerce and mobile oriented), supply chain visibility and operations optimization. Use of advanced analytics for delivering seamless, meaningful, personalized and relevant experiences, predictive/next best action capabilities, to driving operational efficiency and improving customer intimacy and profitability throughout the customer journey. - Retail analytics strategies centered around customer centricity that leverage predictive intelligence to iteratively provide personalized services & next best action capabilities, enhanced customer intimacy, optimized omni-channel operations and business visibility by proactively managing the consumer experience throughout the customer life-cycle / journey (CLV).- Align key stakeholders to maximize solution architecture possibilities, including management, internal staff, customers, suppliers, analysts, financial community and potential share holders- Location based services (LBS) – RFID, NFC, BLE, iBeacon, WiFi positioning, GPS with a focus on enhancing point of contact, ease of commerce, consumer experience and customer insight- Web presence management – aligning physical and digital revenue, driving e-commerce, discovery and customer service, improving sales, conversion, customer satisfaction and increasing brand value- Improved customer engagement through 360-degree customer view, CLV insight and customer journey mapping- In-store and out-of-store optimization. Alignment of ERP, CRM and other core systems.- Mobile POS, PCI DSS compliance and integrated e-commerce & loyalty platforms- Supply chain visibility, inventory management, pricing intelligence, dynamic pricing and streamlined back of office- Internet of Things (IoT ) & Retail – providing what the right customer wants, at the right time, the right place and the right price

Pittsford (Rochester), Ny, Us

Responsible for providing leadership and strategy to assist Sutherland from moving from a traditional BPO/Contact Center oriented organization, to one that had relevance to retailers in the in-store environment as well as e-commerce/digital spaces. Optimizing Sutherland’s global foot across print and multilingual resources to architect relevant, impactful and cost effective solutions. Primary focus included:- Architected omni-channel solutions with consistent delivery (voice, chat, social, email, IVR, smart agent, self-service, mobile/SMS, in-store & e-commerce) for industry leading retailers.- Development of holistic/360 degree view of customer using multiple data sources which is then leveraged for analytics, business intelligence, historical & predictive customer lifetime value (CLV) modeling, marketing and merchandizing.

Living PlanIT creates “smart” city environments; this is accomplished by having a technology platform where all information from building systems and environments are made accessible so that better decisions can be made. A smart city environment is one that is instrumented, interconnected, intelligent and open.

2001 – 2008 – As an Executive at Destiny USA (www.destinyusa.com) a multi-billion dollar consumer destination, I had a broad array of responsibilities; capital raise of $1 billion in 2007, development of a technology agnostic architecture, creation of omni-channel retail strategies (lease negotiations with 2,000+ tenants), marketing & branding (my team came up with the Destiny USA name/brand), effective management of social media techniques, managed a team of economist running cross functional matrixes for large mix use projects in support of funding, successful lobbying at local (right to build and tax incentives), State ($30 million annual marketing fund and Empire Zone tax refund) and Federal (Green Bonds associated with LEED status), acquisition, training & management of a 200 person workforce and strategic partner development (ADT, Microsoft, IBM, Cisco, Accenture, Watson Towers and Bearing Point).

Persistence leads to success; one of my greatest learning experiences was the CIO of Onception. We repackaged a failed business concept that incorporated proven technology into a very profitable new business. Onception became a pioneer in the calling card industry. This was done by creating a partially facilities based Application Service Provider that enabled large calling card distributors the ability to better manage their voice traffic through improved real time reporting, rate management and least cost routing adjustments. Along with the voice services we grew a several thousand person ISP and explored unique opportunities for corporations to private label ISP services and add value to the customers.

Lawrence Township, Nj, Us

Participated in the development of a laboratory automation & robotics department, focused on streamlining high level scientists operations. This required full product life cycle management from requirements to custom hardware and software solutions as well as FDA regulated process and results.

Bachelor'S Degree, Mechanical Engineering

Education record