Tirthankar Sengupta Email & Phone Number

Greater Bengaluru Area

Third Party Risk ManagementAssessment of the 6 risk domainsPre-vendor onboarding checksData & Vanor Managment

Greater Bengaluru Area

Managed Global SSH on secondment (Paternity Cover) for 8 months.Query ManagementTeam ManagementLead ManagementTransformation Cost EfficiencyEnhancement , Rescoping

Bangalore

Handling Order Processing Team.Performance managementEnsuring SLA's are met & determining impactful service delivery for the market Driving Process Excellence Scope of 16 FTE with grade mix 360 degree feedback & Yearly & Monthly AppraisalsIdentifying Training & Soft Skill requirements for optimum use of resources

Bangalore

• Transition Of T&E & Helpdesk Operations Diageo India account to Diageo Enterprise Operations.• Change Management on introduction of new T&E Tool • Planning, Designing, Hiring & executing implementation as per agreed SLA• Responsible for T&E & Helpdesk GMB Operations.• Simplification of Service Management Platform.• Scope- 12 FTE.• T&E Helpdesk, Card Administration & T&E Audit Team• Cost Reduction & efficiency improvement

Scope : 18 member T&E team Managing the Query Service Portal and solving the queries within SLA Ensuring smooth interface of items from Concur to the Accounts Payable workflow, monitoring errors to mitigate risks. Flagging & Clearing the old outstanding items of the new merger companies  Training & helping the Employees to move into the new expense system. Ensuring error free handling of the Travel Advances and Manual Expense for candidate and ex-employees. Ensuring auditing of expenses & reimbursements  Updation of policies

Bangalore

• Transition of Customer Response Centre- AP & Concur Helpdesk• End to End transition of Invoice processing,Tax & Regulatory payments & employee expenses.• Workflow management,people management,Generic Mailbox & Ad hoc request management.• Automation ideas management with DEX Team.• Management of Client requests delivary as per pre-defined timelines.• Team compentancy & cross training scheduling as required for 12 FTE.• Attrition & Shrinkage management.

Bangalore

Process Developer with a key role of resolving support requests that come to the Accounts Payable related to Employee expenses,Purchasing & Payments from employees & suppliers .Analyzing the type of requests & proactively working on continuous improvement solutions that are cost-effective, deliver high quality & simplifying the processes for end user.Supervise process, initiate & follow up payments related issues & queries for the entire workforce and clients.Initiated Recovery of Debit Balance (open Item’s report) with respect to employees, suppliers and key accounts and by regions.

Bengaluru Area, India

Accounts Payable Helpdesk transition and operationPart of Transitioning Team transitioning the AP Global Helpdesk process [Asia & US] & Web expenses to India from Singapore & ST. Louis to Bangalore.

Bangalore

Handling 2nd level Escalations of Customer Support for Dell financial Services. .Customer Support ExpertTaking inbound escalations on customer queries for Dell Financial Services. Providing appropriate solution and ensuring customer delight.Keeping track of Team metrics regarding Quality scores, attending call calibration meetings, monitoring calls of new agents and recognizing areas of improvement & handling escalations.Senior Technical Support Representative - Till Jan 2005Handling customer queries & trouble shooting Dell systems & notebooks.