Samarjit Roy Email & Phone Number

Thane, Mh, In

Mumbai, Maharashtra, India

Service Delivery Management for a Cloud Managed Services of a large French BFSI engagement

Mumbai Area, India

• Transitioned the 24/7/365 Global IT Service Desk/Help Desk support from Warsaw to Mumbai barring few key positions. • Leading a team of 35 support staff in total – L1 Engineers, Operations Manager, Quality Analyst & Automation Lead to provide Level 1 End User Computing support to 6000+ employees on 12000 Incidents and 4000 Service Requests a month related to user provisioning, application support via tickets, email, and remote assistance tools.• YoY improvements (2020 vs. 2021) – SD Pickup time reduced by 50% from 8 to 4 hours, SD Resolution time reduced by 35% from 49 to 32 hours• Achieved ~45% ticket deflection in 2021 from emails to portal via awareness around self-service offerings• Established internal Service Level Agreements in partnership with cross functional business teams resulting in Leadership awareness of various performance metrics.• Produced a wide variety of BI solutions via both Power BI and custom Excel reports/metrics highlighting industry standard KPIs.• Drove automation and resource optimization initiatives for key areas resulting in reduction of open incidents by 36% at the same time when there was an increase of 20% of tickets.• Instrumental in successful implementation of Customer Satisfaction Survey program across Lionbridge• Provided quality, cost efficient systems support for various IT projects

Mumbai Area, India

Promoted to a Sr. Manager taking up an additional role of a Delivery Lead since Jan 2019. My primary responsibility is to:Lead the CEU region comprising of around 100+ members with an industrialized delivery approach for provision of L1 and L2 Infrastructure support for 50+ customer accounts.Ensure continuity of Lean practices and identify & fulfil one (1) Continual Service Improvement (CSI) area per quarterMaximize Automation adaption and penetration for the supported technologiesAchieve the yearly Productivity Savings (PS) targets based on 3 main levers – Automation/PPM, Service Line Initiatives, Pyramid Optimization

Mumbai Area, India

I lead the overall COE (Operations Assurance) team comprising of functions like QA & KM, Technology, Practices and L&D. I would like to quote the below highlights:1. Assisting in Account Transformation Program – In 2017, I was tasked with an objective to define the scope for setting up the Poland Gobal Command Center (GCC) center and also the Managed Services framework. I was quick to adapt to this changing environment and was able to successfully perform the below tasks within a span of around 8 weeks:a. Perform a comprehensive study of the GCC operations team including analysis of region-wise all their tasks, tools, people, what is automated/manual, etc.b. Deployment of standard QA practices to institutionalize & replicate 9 QA initiatives in day-to-day operations of the GCC team.2. Solutioning for new accounts – a. As a Solution Lead, for all new deals which requires IMOC services, I collaborate/network with different stakeholder teams (Bid, Presales, Technical Architects, etc.) to provide an optimized solution.b. In a short period of time, I have learned & delivered on the business deliverable, built a working relation with these teams and solution new deals contributing to the growth of the business.3. Standardizing the way of working of the COE team – a. Developing clear, specific R&R for my team members.b. Demonstrate benefits derived by our industrialized approach via deployment of consistent QA practices and replication of best practices. Resulted in YoY reduction of error/escalations for IMOC Delivery teams and appreciation from external stakeholders.4. Build a learning culture in IMOC by – a. Developing a training pack, specifically addressing the needs of the supported technologies.b. Introducing a structured methodology to perform half-yearly assessments and identify skill gaps c. Resulted in YoY reduction in the overall IMOC skill gap and helped expand our portfolio to include newer technologies like Cloud, Automation, HCI, etc.

Pune Area, India

Promoted to Assistant Manager (Operations) from October, 2012 to lead the L1 & L1.5 (Remote Desktop Management) units of our client who has a global customer base of ~100,000 end-users. Job profile includes the following:• Handle a span of ~70 FTEs with 4 TLs reporting for day-to-day activities; it is spread across two (2) different locations within India.• Responsible for cost effective management of resources and financial performance of the desk to meet business demands.• Responsible for overall team performance, including Incident & Service Request Management & ensure compliance to the respective SLAs.• Team is also responsible to liaise with the Microsoft and client contacts on raising bridge calls for every Severity 1 and 2 Incidents raised for their O-365 suite products.• Manage transitioning of new business and process updates into the team and implementation of account specific productivity improvement initiatives.• Conduct weekly all hands meeting to supervise the team performance trending. This includes reporting on help desk performance, statistics and service levels adherence involving the Operations, Quality and Training team.• Responsible to establish and maintain key client relationships and act as first point of contact for client interface and escalation point for client accounts under my responsibility.• Prepare Root Cause Analysis (RCA) on SLA misses and initiate Correction Improvement Plan (CIP) when necessary to handle key client expectations/escalations.• Identify key productivity improvements, resulting in reduced delivery issues, service enhancements and cost reductions.• Conduct regular team meetings to ensure appropriate flow of information between Operations and all the relevant support groups.• Drive implementation of ISO standards across the process and train others for readiness to face internal/external audits

Pune Area, India

Joined Mphasis Ltd. on 20th Sept, 2010 in Pune with the Global Delivery Unit. Job profile includes the following:Core Responsibilities:• Handle a team of 18 service desk agents who provide customer satisfaction for clients across U.S. for queries in regards to IT Service Management. • Ensure various SLAs for the entire process are met by adequate coaching and feedback to my team and using various Work Force Management tools and operational reports.• Manage transitioning to bring the new hires onto the production floor by ensuring necessary training, OJT and certification is completed within the specified timeframe. • Perform root-cause analysis (RCA) for the CSI surveys and produce analytical reports to understand top customer satisfaction drivers thereby providing the necessary feedback and training to the agents. Additional Responsibilities:• Manage the transition/implementation of the Web Chat support for the entire service desk. This involved creating knowledge base documents, training for agents, being involved in continued testing of the chat tool, and implementation of SLAs for the chat support. Achievements include:o Successful training of agents based on the specific skill-set and implementation of the chat tool. o Around 1500 chats handled every month which also contributes to 10% of the CSI surveys. o Constant input and testing done to make the tool more stable for both the user and operator; efforts by individual team members being continuously appreciated by our client and HP Accounts team.o Entire preset answers used in the chat tool is a result of intense brainstorming sessions within the agents and valuable inputs provided towards tailoring the responses for easier and quicker replies.o Multiple chats are handled by agents to improve on efficiency and increase revenue for Mphasis.• Conduct on-boarding of new processes in collaboration with the client and ensure training is completed in the stipulated amount of time.

Pune Area, India

Joined Tech Mahindra Business Services Ltd. (previously known as Hutchison 3 Global Services Pvt. Ltd.) on 29th Jan, 2009 at the global delivery site in Pune. Job skills include the following:• Manage a team of a Team Coach and 15 advisors and ensure that customer service SLA is met for internal quality and external CSAT surveys. • Perform Service Recovery for the process to ensure that we meet 75% resolution scores on CSAT surveys. • Address issues raised by the team members and motivate them to achieve higher results thereby grow professionally and personally. • Being a part of the Bottom Quartile Improvement team for the process to ensure that advisors can enjoy their work along with being efficient in CSAT delivery; perform quarterly 360 degree performance evaluation to identify the AOI’s of my team members

Mumbai Area, India

Promoted to Team Leader - Operations. Job skills at Convergys India Services Pvt. Ltd. include the following:• Monitor daily performance on key client metrics for a team size of around 15 CSRs. • Prepare daily, weekly, and monthly trends/action plans for parameters including Quality, CSAT, AHT, Adherence, etc. • Provide regular coaching to the agents and product tests and monitor the performance at a close range. • Facilitate and identify potential areas for improvement. Document the same in the form of an Incident Log Report (ILR) and use the same for any further corrective action plans. • Identify training needs of the agents based on the feedback from the Quality and Training dept. and provide the required help on those aspects. • Participate in process improvement and innovation, both with the internal and external client, to enhance accuracy, productivity and service. • To address issues raised by the team members and motivate them to achieve higher results thereby grow professionally and personally.

Mumbai Area, India

Joined Convergys India Services Pvt. Ltd., who provides billing, customer care, employee care, and transaction management software and services that add value to their clients’ customer and employee relationships. Job skills include the following:Core Responsibilities:• Monitoring calls remotely twice per agent per week for a team size of 50-55 agents. • Conducting internal and external calibration sessions for the Team Leads and the client. Updating inputs received from the training and operations dept. in regards to the process and quality function, and sending out minutes of the meeting to the respective personnel. • Handling process related queries put forth from the entire production floor and communicating it to the Onshore QA team, thereby creating a link between the two entities for smooth flow of information. Additional Responsibilities:• Preparing RCA report, which depicts the Team-wise issue distribution and the progress card in regards to the top issues occurring on calls. • Mentoring other QE’s to grow in their respective roles and achieve the required company expectation. • Preparing reports based on daily, weekly, and monthly performance of the agents/teams on the floor. • Sending quality analysis/trending reports to the respective departments along with the current trends and suggesting action plans to sustain /improve the consistency in performance. • Working as an Acting TL (Operations) since September 1st, 2006 with a team size of 18 agents and 2 SME. Job mainly includes ensuring performance criterion of the team is met on all parameters viz.; Adherence, Attendance, Quality and Customer Satisfaction Index (CSI).

Mumbai Area, India

Joined Accenture Services Pvt. Ltd., Business Process Outsourcing (BPO) unit of Accenture, which is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. Job skills include the following:Core Responsibilities:• Vigorous monitoring for the agents on the floor so that they can come up the learning curve and also help them in understanding the CTQs. • To give respective feedback to the TL’s and Operations Manager and finding the needs of training for the agents. • Being a part of sessions, quality dashboards, and calibration calls to bring about a change in call quality for good customer experience at the appropriate level of customer expertise. • Maintain the productivity report of each and every agent. Additional Responsibilities: • Complete Statistical analysis in support of projects, identifying and recommending ways to improve a process. • Driving improvement projects based on Six Sigma methodology. • Submit daily, weekly and monthly Quality reports to Manager & helping them briefing the same. • To conduct End to End Process audits including improving the quality of internal standards. • Produce quality analysis/trending reports, identify deficiencies & recommending improvements to management.

Mumbai Area, India

Promoted to Quality Leader. Job skills at Stream Tracmail Pvt. Ltd. involve the following: • Monitor and analyze technical calls of a team consisting of about 20-30 agents in NICE and SCOPUS software. • Coach them on quality parameters using the coaching legend established by the client and provide regular feedback on the evaluations done for each agent. • Conduct calibration sessions & organize training sessions along with the North American Quality Department and discuss technical issues with the client engineers. • Provide daily feedback to the agents on the completed Customer Satisfaction (CSAT) survey analysis. • Prepare detailed reports on customer satisfaction in response to the solutions provided to the customers, based on survey conducted by the client. This file indicates the key drivers responsible in driving satisfaction and ways to improve them. • Prepare bi-monthly reports and action plans on the performance of the agents. • Interact with the agents to improve their quality and motivate them to achieve new targets. In this short span, I was instrumental in increasing the CSAT scores for my product line higher than client expectations, which resulted in better growth for the entire process.

Mumbai Area, India

Joined Stream Tracmail Pvt. Ltd., a Business Process Outsourcing (BPO) company, providing effective and creative Customer Relationship Management (CRM) solutions for technology companies and e-businesses all over the world.Job skills involved the following:• Work as an eCRM executive, providing technical support for our client's customers on a worldwide basis through e-mail and voice. Using Kana Power Client and Vantive CRM Software to maintain a high level of quality. Adhere to the Quality metrics set by the Quality Department. • Work as one-up in the absence of any Team Leader, imparting second level support to other agents, and handling escalations. • Research solutions on technical issues and create brown bags for others.

Pg Diploma, Hr

Bachelor Of Science - Bs, Mathematics

Education record