1. DEBASISH SEN
Mobile: +91-8886334368 E-Mail: debasishsen1984@gmail.com
Service Operations & Project Management - Customer Relations Management – PMO Operations & Resourcing
Management
CAREER OUTLINE
Insightful 9+ years of experience in the areas of Services Operations & Project Management, Team Management,
Customer Relationship Management & Resource Management. Proficient in leading teams & running successful
process operations. Strong experience of developing procedures following service standards for business
excellence & handling Project Operations & Resourcing. Excellent interpersonal, communication and
organizational skills with abilities in Customer Relationship, Project Management, Project Planning,
Implementation, Client reporting and other Project level administrative activities. Good Pharma Domain
Knowledge with experience in Delivery & Transition Management.
CAREER CONTOUR
Accenture Technology Solutions, Hyderabad PMO Lead Consultant – H&PS Jan’16 – Till Date
Key Responsibilities
• Leading PMO Operations for the Project(Highmark) with a head count of 1000 resources.
• Leading PMO Operations for Health PEGA Capability (450+ Resources) & Health BA Capability (90+ resources).
• Handling a team of 7 and guiding them on day to day activities for Projects & Capability.
• Publishing Project & Capability related status reports to leadership teams.
• Co-ordinating referral drives along with tracking, maintaining and publishing the reports to leadership team.
• Responsible to provide Quarterly Audit related details to onshore teams.
• Reviewing Bay Access related reports & sharing reconciliated data with Tech Team & Onshore Folks.
• Liaising with Schedulers to fulfill the Project/Capability demands for Niche Skills.
• Preparing Project Milestones and PMO functionality presentation.
• Managing Capacity Management and Asset Management.
• Reviewing and approving vendor invoices for overall Project & Capability.
• Responsible for handling Client visits for the Project.
• Participate in planning and facilitating performance review meetings, setting up agenda & capturing key notes.
• Develop and maintain Project trends and forecasts.
• Responsible for publishing report with Billability of resources.
• Reviewing Demand Vs Supply Data on SharePoint & publishing weekly & quarterly reports on fulfillment.
• Overviewing Leakage Hours for entire Project & Capability & ensuring data is matching as per sPRO.
• Utilizing strong proficiency in office applications such as Microsoft Office and common project controls applications
to analyze and communicate project related metrics.
• Resource Location Transfer & Movement Approver & POC for the entire Project.
• Publishing Expense Forecast Report & validating with Leadership before sharing with Onsite POC.
• Consolidate project status at required intervals.
• POC for External Hire & Contracting Entities. Projecting relevant positions & fulfilling demands with recruiters.
• Offshore POC for Client Data Protection Activities ensuring Access Control Logs are correctly raised/removed.
2. Highlights
• Recognized as ACE Awardee for individual performance & Team Growth in EXCELLENCE AWARDS FY16.
• Recognized as a STAR Performer for the month for reducing the Forecasted Cost VS Actual Cost in
Capacity management.
• Appreciated for single handedly working on huge ramp up in the projects with award points for closing 150+
demands within a span of 15 days.
• Recognized for making the current client as a Diamond Account (i.e. 900+ HC). Current HC is 1000 & counting.
Wipro Technologies, Hyderabad PM Operations Lead & Resource Manager – HLS Pharma July'14 –Dec’15
Key Responsibilities
PM Operations Lead
• Circulation of Weekly/Monthly/Quarterly Dashboard capturing all relevant parameters related to fulfillment
and Operational efficiency.
• Overlooking the Invoicing & SOW Tracking at an Account Level.
• Following up on Blocked Payments & Unbilled Invoices along with PDDs.
• Preparing Vendor Reports on a Quarterly Basis at an Account Level.
• Tracking of Orders Booked & Projection of RR based on the Trace Reports on a Weekly Basis.
• Weekly Reporting of Fulfillment Commits (EFD) to the ADH.
• Reporting of Net-add on a daily basis.
• Follow up on actions from multiple stakeholders on areas of improvement.
• Set and achieve quarterly and yearly targets as per the committed growth plan.
• Directly supporting the delivery team to achieve the revenue targets by effective resource planning.
• Knowledgeable & daily tracking on Operations margin calculations.
• Quarterly & Daily M2B tracking.
• Tracking & Following up on System & Projected Ramp downs along with Projected Ramp Ups & Extensions.
• Reporting of SL Wise Proposals Vs Rejection Report to the accounts.
• Supporting ADH with RFPs & Client Presentations & Account Level Data Analysis.
Resource Management
• Resource fulfillment & allocation tracking.
• Maintaining the stock of resources on hand.
• Resource management & tracking through SAP.
• Bench Management.
• Vendor Management.
• Movement to Billing.
• Spearheading resource allocations across various projects by analyzing priorities and developing contingencies for
mitigating circumstances.
• Lateral bench to fulfillment, this helps us in sustaining the practice utilization.
Highlights
• Became the Core Value Champion for EXCELLENCE for Q2-2014.
• Numerous appreciations from Stakeholders on Timely Closure of Resourcing & Operations Matrices.
• Leading a team of 3 PMOs & appreciated by all Stakeholders being a direct reportee to the ADH & GM.
• Nominated as Yammer Champion & SPOC from the Account.
3. Wipro Technologies, Hyderabad Vertical Resource Manager – HLS Pharma Nov'13-June’14
Key Responsibilities
Resource Management
• Resource fulfillment & allocation tracking for Healthcare and Pharma accounts.
• Maintaining the stock of resources on hand.
• Resource management & tracking through SAP.
• Bench Management.
• Vendor Management.
• Movement to Billing.
• Spearheading resource allocations across various projects by analyzing priorities and developing contingencies for
mitigating circumstances.
• Lateral bench to fulfillment, this helps us in sustaining the practice utilization.
Operations Management
• Circulation of Weekly/Monthly/Quarterly Dashboard capturing all relevant parameters related to fulfillment,
Rotation and Operational efficiency.
• Weekly Reporting of Account Level Fulfillment Commits (EFD) to the WMG Head.
• Reporting of Net-add at SL/Vertical/Account levels on daily basis.
• Follow up on actions from multiple stakeholders on areas of improvement.
• Set and achieve quarterly and yearly targets as per the committed growth plan.
• Directly supporting the delivery team to achieve the revenue targets by effective resource planning.
• Knowledgeable & daily tracking on Operations margin calculations.
• Quarterly & Daily M2B tracking for Accounts.
• Tracking & Following up on System & Projected Ramp downs along with Projected Ramp Ups & Extensions.
• Weekly Tracking & Collating Cost of Delivery Template for the accounts.
• Reporting of SL Wise Proposals Vs Rejection Report to the accounts.
Highlights
• Have cleared Global English STEP+ with Level 9 on 7th March'14.
• Almost daily contender among the Top 20 Resource Managers list in Daily HLS RM Dashboard across all verticals.
• Numerous appreciations from Vertical WMG Head based on Account Performance.
Wipro Technologies, Kolkata Project Lead - Global Media Telecom Sept'11- Nov’13
Key Responsibilities
Operations Management
• Framing work direction & plan for associates after assessment of their capabilities, preparing & presenting various
weekly/monthly MIS Reports pertaining to process/productivity.
• Setting up targets & maintaining Quality & Process targets among people.
• Monitoring the post service activities like follow-up with the clients, service reminders and handling customer
grievances for superior solution center experience.
• Analysis and presentation of process level reports including performance dashboards, Weekly and Monthly process
reviews, PIPs, productivity and Quality reports.
4. Customer Relationship Management
• Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
• Ensuring continuous interaction with the customer to make sure that the area of concern can be worked upon for
improved services.
• Ensuring a high-quality customer experience while adhering to the service levels & defined work processes.
Team Management
• Managing a team of 40 people and performing functions viz. weekly manpower planning, training, shift assignment,
etc.
• Leading, mentoring and monitoring the performance of team members to ensure efficiency in process operations
and meeting of individual & group targets.
• Conceptualizing and developing need based training for developing multi skilled work force for optimum efficiency.
Highlights
• Became the Best Lead for Quarter 1(2011-2012).
• Conducted training sessions and updated the team members about the changes in policies.
• Carried out process audits for ensuring the procedures are being followed and highlighted factual inaccuracies at
initial stage at which it can be controlled.
• Ensured adequate staffing and utilization of resources.
• Worked on improved work flow which resulted in better customer satisfaction by front line staff by resolving
customer queries and complaints.
• Worked as a Single Point of Contact for the Company's Learn & Grow Program helping employees to pursue higher
studies alongside job responsibilities.
Wipro Technologies, Kolkata Subject Matter Expert - Global Media Telecom Mar'09 - Sep'11
Key Responsibilities
• Interacting directly with the Clients regarding any issues related with the products.
• Attending Daily Client Calls & discussing about the performance of the queue & the areas of improvement.
• Maintaining the Service Level Agreement on the floor along with the managers & in their absence.
• Managing the adherence, quality & compliance for the entire team of 41 advisors.
• Identifying the areas of improvements in the advisors by auditing & live barging their calls.
• Taking escalated calls wherein the customer wants to talk to the supervisor.
• Maintaining the process targets along with the superiors and in their absence.
• Authorizing refunds/adjustments/goodwill gestures on the customer’s account & sending it to the
• Client receipting team.
• Providing On Job Coaching to team members & helping them learn the process updates & troubleshooting.
Highlights
• Certified for multiple implementation of PRAGATI, a continuous improvement in the workplace.
• Played key role in identifying “TRANSFER” as the key area for Resolution Failure Areas.
• Worked on the Transition of the Billing Queue through Onsite Client Visits and Client Interactions and have
successfully completed the activity by end of Jan, 2011.
• Coordinated with clients ensuring on-site Tools access during the transition of Billing Queue.
• Worked with Clients on Work Flow Improvement resulting in better resolution rate & customer experience.
5. • Received Client Appreciation Certificates for excellent customer service while dealing with High level escalations &
efficient customer retentions.
Wipro Technologies, Kolkata Executive – Global Media Telecom Mar'07-Mar'09
Key Responsibilities
• Providing resolution to customer issues relating to the Software and Hardware of broadband and routers.
• Assisting customers through remote access of their respective workstations in order to solve technical issues.
• Liaising with other company departments in order to solve customer enquiries such as billing and payments and
sales.
• Regularly updating myself regarding the companies’ new products and services in order to provide smooth and
efficient services to the companies’ clients.
Highlights
• Elected as a member of the Process’ elite club known as “Supernova”.
• Selected as a member of Repeat Case Management Team (highest level of support for Troubleshooting).
• Selected as a member of Internal Assist Desk for the Process.
• Received numerous customer appreciations for excellent customer service.
EDUCATION
• Completed Corporate Post Graduate Diploma in Business Administration (Operations) from Symbiosis, Pune (SCDL)
in 2011.
• Completed the Bachelor's Degree in Science from Calcutta University in 2005.
• Completed the Bachelor’s Degree in Computer Applications from DOEACC University.
CERTIFICATION
• ITIL V3 - 2011 - Foundation Training.
• ITIL – Release & Deployment – Types – Features.
• Problem Management-Understanding-Techniques.
• Service Operations – Overview – Functions & Processes.
• Software Configuration Management.
• Wipro Quality Management.
• VelociQ 101.
• Software Review Testing.
• Agile.
• Train-the-Trainer Program.
• Who moved my Cheese?
• Various other trainings assigned by Strategic Leadership Development Team at Wipro Ltd.
• Cabin Crew Training.
• Computer Basics with MS Office.
PERSONAL DETAILS
• Date of Birth : 20th
June 1984.
• Current Address : Falcon Valley, Shaikhpet, Hyderabad, Pin: 500008
• Languages : English, Hindi & Bengali.
