Suman Dey Email and Phone Number
Suman Dey work email
- Valid
Suman Dey personal email
- Valid
Suman Dey phone numbers
Experienced Operations Management Leader | Business Analytics Expert | Driving Digital Transformation and Customer Experience.With over 24 years of robust experience, I am a seasoned Operations Management professional with a proven track record. My career is defined by strategic operational frameworks that drive efficiency, revenue growth, and customer satisfaction.Operational Excellence: Leading large-scale operations across sectors like online sales, digital lending, and customer service, I have consistently improved operational metrics, achieving 40% year-over-year revenue growth, significantly reducing customer complaints, and enhancing digital app penetration.Business Analytics: My analytical skills are pivotal in conducting need assessments, performance reviews, and cost-benefit analyses by turning complex data into actionable insights to inform strategic decisions and optimize processes.Digital Transformation: I have led digital initiatives, such as integrating automated quality monitoring systems and WhatsApp chatbots, streamlining operations, and improving customer engagement. My digital marketing efforts have supported incremental revenue opportunities and set new benchmarks for digital asset performance.Customer Experience: Implementing strategies that enhance C-SAT and net promoter scores (NPS) is a key focus. My hands-on approach ensures seamless and exceptional customer interactions.People Management: Building high-performing teams is central to my leadership. I drive continuous improvement through training, process innovation, and knowledge sharing. Leading cross-functional teams has been crucial in achieving business objectives and fostering a collaborative work environment.Career Milestones:AVP-Operations at Paytail Commerce Pvt Ltd: Increased sales revenue from INR 20 crore per month to INR 65 Cr/month in six months. Achieved 98% collection efficiency with less than 0.5% NPA.Director-Call Center Operations at Teleperformance Business Services India: Managed a team of 1200+, achieving 2Cr revenue/month with 8% EBIT. Led high-profile account transitions focusing on SLA adherence and customer satisfaction.General Manager at KocharTech Ltd: Oversaw operations across five locations, managing 25 accounts with 150 SPOCs. Boosted revenue portfolio from INR 6.5 Cr/month to INR 12.5 Cr/month through strategic client relationship management.Head of NPS & Data & Digital Marketing at Vodafone Idea Ltd: Positioned Vodafone West Bengal as the NPS leader and drove 4G/Data business growth through innovative marketing strategies.
Hcltech
View-
Group ManagerHcltech Sep 2024 - PresentLucknow, Uttar Pradesh, IndiaHead-DPO Operations
-
Avp OperationsPaytail Dec 2022 - Feb 2024Gurugram, Haryana, IndiaAs AVP-Operations, my role was driving Operational Excellence, It was a Strategic Leadership Journey and I orchestrated critical functions across PAN India. My multifaceted portfolio included sales, call centers, training, quality, and collections. I liaised with tech and BI teams, ensuring data accuracy and strategic planning. Resource planning and vendor management were also under my purview. -
Director Of OperationsTeleperformance May 2022 - Dec 2022Kolkata, West Bengal, IndiaAs Director-Operations I drive team to achieve the KPI targets, manage profitability, ensure proper resource planning and implementation of operational strategies. I take care of three geographical locations and operations of four diverse accounts. I lead account management, budgeting, and cost control measures across locations whilst ensuring the new initiatives, I am responsible for retaining high-performing leadership team, motivate and guide them to ensure their team’s KPIs, and deliverables are achieved on a daily, weekly and monthly basis. -
General Manager - Client Relations And Process TransitionKochartech Nov 2020 - Mar 2022Gurugram, Haryana, IndiaAs General Manager- Client Relations & Process Transitions, I performed resource planning and implementation of BPO strategies and operations for 5 locations while developing and maintaining client relationships for 25 different accounts involving 150 SPOCs to ensure smooth operational service levels and client satisfaction. I also led account management, budgeting, and cost control measures for 25 accounts consisting of 75 projects across PAN India whilst ensuring the Recruitment, onboarding, and training high-performing leadership team to achieve sales, profitability, and business objectives.While working with each LOB manager or portfolio lead in launching their teams and managing their footprint priorities, I set up the transition, project management, track & report governance of all transitions in line with the agreed transition methodology, framework, and tools -
Asst General Manager- Heading Nps, Call Center, Customer Interaction, Digital Marketing, Vas & DataVodafone Idea Limited Sep 2011 - Oct 2020Kolkata Area, IndiaMy tenure at Vodafone Idea Ltd started as a Vertical Head – Customer Interaction Management, where I collaborated with sales and marketing teams to identify customer support and technology problems while spearheading operations for 5 Call Centres, Entire Back Office, email as well as social media. To define capabilities and develop the required CRM infrastructure I worked with IT teams and led market perception building through various engagement activities and innovative solutions. I also adhered to compliance and regularly partook in TRAI/DoT audits, and ISO, Six Sigma process improvements. Later I was designated as Vertical Head- Digital Marketing, where I developed strategies to build and maintain highly competitive VAS offerings in order to achieve targeted customer market share, VAS Revenue, and customer satisfaction within the segment. I steered consumer segment growth and VAS preference by ensuring that consumers in the target segment find VAS offer the most attractive proposition in the market. I also led the identification and evaluation of internal digital capabilities and external opportunities. Then I was promoted as Head – of NPS & Data Marketing, Digital Marketing, where I designed the NPS measurement SOPs, and supported NPS program managers in driving progress, overcoming obstacles, and ensuring adherence to NPS methodologies and standards. I owned and delivered Customer Experience for Vodafone’s customer segments while managing Inbound, through consistent execution and supervising all aspects of delivery with partners. Furthermore, I oversaw the 4G/Data business growth for the company, drove business with circles, built robust GTM to impact business, managed the prepaid subscriber base, and contributed to the development & execution of the organization’s strategy to achieveits revenue target & subscribers base market share. I also acted as a Product Manager for Data Devices, Digital Products, and International Roaming. -
Senior Manager - Heading Call Center Operations For Airtel For Assam & NeHinduja Global Solutions Ltd. Feb 2011 - Sep 2011SiliguriI developed the entire call centre eco systems by improving customer interaction and voice response systems while maintaining call centre operations by monitoring system performance. I also administered system and quality assurance programs while successfully leading and growing the team from 20 FTE to 1100 in 8 months. -
Dy Manager - Call Center Operations Head, Partner Management,Relaince Bpo Mar 2004 - Feb 2011Mumbai, Kolkata, Guwahati, And BhubaneswarApr’04-Dec’06: Team Leader in Reliance BPO MumbaiDec’06-Nov’07: Operations Manager in Reliance BPO MumbaiNov’07-May’10: Operation Head/Call Center Head in Reliance BPO Guwahati and BhubaneswarJun’10-Feb’11: Vendor Manager in Reliance BPO KolkataRole:As Vendor Manager (Reliance GSM / CDMA – 7 Circles Postpaid & 3 Circles Prepaid) • Handled Tech Mahindra & Spanco BPO as Vendor Relationship Manager.• Operations Involved in handling postpaid & prepaid, HNI, e-recharge and dealer help desk.• Ensured the proper staffing to achieve all KPIs like, SL, Abandonment, C-Sat, CQ, AHT, and FTR.• Daily liaising with back office & CSD team to ensure resolution of customers problems and TAT• Responsible for CSMM Score published by IMRB• Responsible for managing 2 lacs call per day.As Operation Head (Reliance GSM, Orissa and Assam & NE):• Operations & Site Head in Bhubaneswar (Aug’09-May’10) and in Guwahati (Nov’07-Aug’09)• Headed 400 CSRs, 3 QMEs and 20 team leaders & 18 support leaders• Managed Reliance GSM, Dealer help desk & Reliance Big TV Operation.• Involved in recruitment, staffing, MIS, performance management appraisal and training• Controlled cost to meet the upcoming organizational needs by implementing the strategies• Organized reward & recognition program and other floor motivational functions • Coordinated and managed product knowledge test on regular basis • Inbound and Out bound Sales.• Lead generation and management.
-
Lead - Customer SupportIbm Daksh Oct 2001 - Mar 2004Gurgaon, IndiaOct’01-Mar’04 Daksh e-services Pvt. Ltd. Gurgaon, as Lead-Customer Support International Call Center (Sprint PCS, USA).
Suman Dey Skills
Frequently Asked Questions about Suman Dey
What company does Suman Dey work for?
Suman Dey works for Hcltech
What is Suman Dey's role at the current company?
Suman Dey's current role is Head of Operations | Strategy, Planning, Resource Management | Experienced Operations Leader | Expert in Digital Transformation, Analytics & Customer Satisfaction | Ex TP, Vodafone Idea, Reliance & Concentrix.
What is Suman Dey's email address?
Suman Dey's email address is sd****@****ail.com
What is Suman Dey's direct phone number?
Suman Dey's direct phone number is (800) 270*****
What schools did Suman Dey attend?
Suman Dey attended Insaid, Sikkim Manipal University, Gangtok, University Of North Bengal, Accredian.
What skills is Suman Dey known for?
Suman Dey has skills like Vendor Management, Troubleshooting, Mis, Team Management, Service Delivery, Domain Names, Bpo, Coaching, Business Analysis, Management, Telecommunications, Customer Lifecycle Management.
Not the Suman Dey you were looking for?
-
1ltfs.com
-
1roitech.biz
-
1yahoo.co.in
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial