Sudip Sengupta Email & Phone Number

Pune, Maharashtra, India

• Drives large-scale initiatives typically involving multiple internal teams or external partners.• Continuous improvements through changes in product design and various initiatives/programs that improve quality, profitability, supportability, and delivery.• Technical advisor with internal or external customers, educating and evangelizing across sales cycle, participating in business deals/ strategic partnership.• Deliver the project or solution as per the baseline scope, cost & schedule.• Maintain high team & customer satisfaction levels.• Ensure high quality delivery without escalations.• Manages project interdependencies, critical path, milestones, and deliverables to ensure successful implementation and rollout• Identifies and supports key program objectives, risks, and drivers and creates plans to manage these elements• Track, manage, and report program financials – Identify risk to project budget and work with project teams to remediate.• Manage partners & ensure good quality project delivery• Status reporting & managing executive communications• Manage project and practice health metrics

Remote

Worked with colleagues on the development, implementation, and maintenance of customer first culture; maintained the business for over 100+ foundation accounts Organized meetups and various events; supported clients and using own knowledge and expertise resolved any problematic issues.Generated market research to identify business trends, provided business updates to existing clients, and conducted customer feedback in order to discover potential areas of improvement. Researched and analyzed business and industry trends to best inform customer experience strategies, contributing to a customer satisfaction rate of 97%Anticipate risks and conflicts and resolve customer conflicts with empathy and understandingAnalyze customer key performance metrics to deliver Business Reviews and make consultative recommendations to enhance merchant experienceExperience based "Issue Resolution" skills that facilitate dialogue across all levels of a business

Pune Area, India

Career- Concentrix (Sept-2019- Nov-2022) Professional Experience-Summary:• Day to day operations like, Planning/Organizing/Scheduling/Managing & Coordinating with teams/Resourcing/Work Prioritization etc.• Work redistribution with the team as and when required to load balance the work.• Meeting the business objectives/deliverables within the specified deadlines.• Hiring and Resource Planning as per the business requirements.• Monitoring overall progress and use of resources, initiating corrective action where necessary.• Analyzing information required and specifying technology/Support to meet those requirements. Could be knowledge/skillset upgrades or tools required.• As per the business requirement, finalize the training curriculum and ad-hoc triages/upskilling and provision the delivery in time.• Take the Client/Partner requirements and focus on delivering it on timely manner• Have regular security and compliance checks as per the defined standards for respective projects.• Identifying and obtaining support and advice required for the management, planning and control of the project.• Preparing any follow-on action recommendations and reviewing the business metrics on a weekly basis

Pune

Profile-Team Lead – Sales & Retention [2009 – 2019] Professional Experience-Summary:▪ Having a total working experience of 10 years and 2 months.▪ Assertive and enthusiastic with extensive knowledge of methodologies for process management.▪ Worked in a deadline intensive environment, performing multi-task under pressure and meeting deadlines. Career ProgressionM/s. Tech Mahindra Business Services Team Lead – Retention [ 2009 – Present]Handling 20 Customer Relation Advisors for UK Based Mobile Operator’s Retention Department. ▪ Managing staff of 20 advisors.▪ Ensuring KPI’s are met and the timelines agreed for the expected deliverables are adhered.▪ Identifying, analyzing, measuring and managing process risks.▪ Conducting regular impact analyzing order to assess the deliverables pertaining to the process KPI’s.▪ Perform team briefings and address the key low hitting points/key points deviating the team from achieving the target and appreciate individuals with good performance.▪ Keeping accurate administrative records of monthly historic advisor performance and trend analysis.▪ Initiating and implementing the Validation Process to ensure the standardized quality of work▪ Meet with the Quality Team to analyze the areas of improvement in reducing in the defect % and improving the quality score of the team’s.▪ Analyzing risks and discussing the same with the mangers: evaluate and discuss program results and lessons learned throughout OJT phase▪ Spearheading the Churn Analysis Team – responsible for research on Competitor Churn Analysis. Providing real time insights to the Business in the UK on Customer Contract Churn Movement.▪ Motivate the team with a vision of future objectives in attainment of the target.