Suman Dey Email & Phone Number

Lucknow, Up, In

Lucknow, Uttar Pradesh, India

Head-DPO Operations

Gurugram, Haryana, India

As 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.

Kolkata, West Bengal, India

As 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.

Gurugram, Haryana, India

As 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

Kolkata Area, India

My 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.

Siliguri

I 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.

Mumbai, Kolkata, Guwahati, And Bhubaneswar

Apr’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.

Gurgaon, India

Oct’01-Mar’04 Daksh e-services Pvt. Ltd. Gurgaon, as Lead-Customer Support International Call Center (Sprint PCS, USA).

Global Certificate In Data Science And Ai

Mba Grade A, Retail Management, A+

MBA in Retail Management

Bachelor Of Science (B.Sc.), Chemistry, A

Honors Graduate in Chemistry : Organic, Inorganic and Physical Chemistry

Master'S Degree, Artificial Intelligence & Data Science, A