Building TGBSPL

Solely driving P&L for entire BPO Unit and responsible for business growth & sustainability.

o  Currently associated with Aircel Cellular, A Maxis Group Company, Kolkata as Assistant General Manager heading Service Delivery & Experience Head – Kolkata & WB. Responsible for Core BPO Management, BPO-WFM, Forecasting, BI-Command Center & Business Analytics Proven ability to set up BPO service framework, work force management, work flow management, Process design, UAT, implementation & control, Business Intelligence, Cost budgeting & AOP processes around service… Show more o  Currently associated with Aircel Cellular, A Maxis Group Company, Kolkata as Assistant General Manager heading Service Delivery & Experience Head – Kolkata & WB. Responsible for Core BPO Management, BPO-WFM, Forecasting, BI-Command Center & Business Analytics Proven ability to set up BPO service framework, work force management, work flow management, Process design, UAT, implementation & control, Business Intelligence, Cost budgeting & AOP processes around service delivery. Managing Retail store delivery & experience to ensure higher customer satisfaction & revenue and maintain service standards for operational excellence. Proven ability to efficiently manage critical change management / transition (Process / work flow) as per business defined rules & guidelines. Strong decision making and problem solving skills. An experienced service professional to set-up complete service framework, process design, process implementation and process control post roll-out. Able to motivate and lead others in a team environment. Able to prioritise tasks and workloads in order of importance. Track record of delivering results with deadlines. Show less

 Headed the customer service operations; primary responsibilities were:-o Overall customer service management of the cluster.o Activation SLA maintenance & CEF Management o BPO - Contact centre management of 225 seater catering a business area of 15 Cr monthly revenueo SLA Management in terms of complaint resolution & SR managemento Training & development.o Distributor service management.o Customer escalation management

Handling a sub-base of 8 Lacs Dial-up / ISDN customers for Kolkata, Guwahati, Patna, Siliguri & Bhubaneswar Nodesa) Customer life cycle managementb) 2nd level escalation closure through online or on-site field supportc) Customer hand-holding through proper grace managementd) Revenue Target achievement through up-selling / cross-selling

Responsible for online customer services and card renewal