1. PANKAJ BHATTACHARYA
Mobile: 09717866194 ~ E-Mail: pankajibm2005@gmail.com
Managerial assignments in the areas of Operations Management / Business Process
Improvement / Team Management with a growth oriented organisation.
CAREER CONSPECTUS
Nearly 18 years of cross-functional experience in the areas of:
Strategic & Tactical Planning Problem Resolution Technical Support
Service Operations Management Quality Assurance & Control Network
Administration
Business Process Improvement
 An out-of-the-box thinker with a flair for identifying & adopting emerging trends &
addressing industry requirements to achieve organizational objectives and profitability
norms.
 Insightful experience in technical activities including scoping, planning, finalisation of
technical / functional specifications, resource administration and quality management.
 Deft in customer interaction & negotiation, creating & enhancing processes, quality
assurance.
 A strategic planner with proficiency in streamlining business processes, defining continuous
improvement processes, accelerating employees’ strengths and building powerful teams
that can conquer any obstacles.
 Expertise in mapping business requirements, developing and implementing processes in
line with the pre-set guidelines.
 Adeptness in transitioning three US Processes and providing guidance and leadership to
staff in accordance with specified program objectives.
 Exceptional communication, presentations & mentoring skills and distinguished abilities in
leading teams for developing business continuity plans, procedures and service standards
for business excellence.
CORE COMPETENCIES
Operations Management
 Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximise customer satisfaction level.
 Preparing reports & presenting the same to management for facilitating decision making
process.
 Formulating the production reports and updating the Managers on a daily basis.
 Managing the escalated cases and addressing the concerns registered at a higher level.
Technical Support
 Providing high-end technical support on systems, managing incidents and ensuring high
end-user satisfaction levels through solution of their problems.
 Managing design & implementation of problems and conflicts and suggesting improvement
in the operations and processes to make the system foolproof.
 Suggesting improvements regarding system & extending onsite support to clients including
maintenance also conceptualizing & developing training & development initiatives for
improved productivity, building capability and quality enhancement.
Sales
 Maintaining the customer base and regional accounts.
 Following up with after sales and performing daily routine administrative procedure.

2. Customer Relationship Management
 Mapping clients’ requirements and coordinating in developing and implementing processes
in line with pre-set the guidelines.
 Guiding service operations for rendering and achieving quality services; providing first line
customer support by answering queries & resolving their issues and ensuring minimum
TAT.
 Assessing the customer feedback, evaluating areas of improvements, providing critical
feedback to the associates on improvements and achieving higher customer satisfaction
matrices through CQI (Continuous Quality Improvement) Reports.
Team Management
 Providing support, training and monitoring performance of the team members for
maintaining excellence in the service operations.
 Implementing performance management process including objective setting, development
planning and performance reviews.
 Evaluating effectiveness of training & development programs and formulating or reviewing
training strategy and determining appropriate instructional methodologies and formats.
CAREER CONTOUR
Convergys: Sept’15 till date
Team Manager (Dell Technical Support)
Highlights:
 Managing team of 25 resolution experts.
 Monitor, identify and resolve performance/behaviour/attendance issues using prescribed
performance management techniques.
 Conduct performance appraisals annually.
 Review Convergys compliance documents as required.
 Responsible for staffing and hiring.
 Maintain current employee records on direct reports.
 Review CMS statistics on daily basis and provide constructive feedback.
 Ensure training needs of subordinated are met.
 Modify Operations as needed to meet service level agreements under supervision of
Operations Manager.
 Successfully complete all client related training.
 Resolve escalated customer issues.
 Hold team meetings on regular basis with direct reports.
 Communicate all process and client changes to direct reports within specific timeliness.
 Promote use of all centre communication tools.
 Auditing calls and provide constructive feedback.
 Present weekly, monthly and quarterly reports to Site leadership.
 Motivate and drive team to complete targets within SLA.
Limtex Infotech: May’ 12 – Jul’ 15
Deputy Manager - Operations
Highlights:
 Leading multiple teams with core objective to provide “Technical Support” for an Indian
Client (IYogi) serving customers based in US/UK/Canada/Australia.
 Own the responsibility of the teams’ understanding of the business KRA’s and their
alignment with one common goal, of the Client & the organization.
 Accomplishing human resource objectives by leading recruitment, orienting, training,
assigning, coaching, counselling, and disciplining employees.
 Working with team supervisors to determine call counts, identify call volume trends and
maximizing ways to improve service levels.
 Developing workforce planning/scheduling for the LOB including team managers,
managing and approving leaves in alignment with client forecasts ensuring zero impact to
service.

3.  Performance management of Team Leaders on monthly basis, tracking & documenting the
same for yearly performance review.
 Preparing & presenting data/reviews to the Client and top level management on the
current performance as well as plan for driving growth in future followed with action plans.
 Own the responsibility of the teams’ understanding of the business KRA’s and their
alignment with one common goal, of the Client & the organization.
 Provide the team with the support required to provide exceptional customer service at
every level.
 Up-skill the team to be at par with changes to process’ goals, customer/Client needs, tools
& technology.
 Achieving stretched targets and to take decisions as well as manage complex/ difficult
employee situations
IBM Global Process Services, Gurgaon: September’05 – April’12
LOB (Quickbooks & Point of Sale)
Technical Support Executive – (September 2005 to March 2008)
Subject Matter Expert (April 2008 – March 2010)
Assistant Manager (April 2010 – April 2012)
Highlights:
• Worked for Intuit (financial software company with operations spread across 14+
countries), answering calls related to technical and accounting/payroll troubleshooting
of customers based in US.
• Got promoted as a senior customer care executive and started answering calls of US
pro-advisors related to accounting/payroll and technical issues
• Moved over to pilot batch of POS (Point of Sale) a retail management software of Intuit
and started supporting both QuickBooks and POS software.
• Got Promoted as an Assistant Manager and moved back to QuickBooks, managing a
team of 25-30 CCE supporting QuickBooks customers based in US, Australia and New
Zealand, troubleshooting on financial/technical/payroll issues.
• Implementing fresh ideas to meeting business objectives by maintaining and improving
operations, monitoring performance, managing system and process improvement and
strong workforce planning.
• Communicating job expectations, reviewing contributions, performing skill-gap analysis
and facilitating training and development for the team at an individual and team level.
• Motivating and inspiring the staff by way of employee engagement programs,
succession planning, bonus schemes, etc. to ascertain loyalty and reduce attrition.
Monitoring and controlling AHT, login hours, un-scheduled leaves, leakage i.e. misuse
of Aux in the team and conducting WRM internally within the team.
• Providing expert process stewardship including EWS of the process, ensuring up-to date
process documentation and changes cascaded in a timely manner, and processes,
procedures, and controls are communicated to the team timely.
• Maintaining the Customer Effort Score (CES) and Express Dissatisfaction Rate (EDR) of
the team and the customer satisfaction metrics of the client.
• Received the retention champion award in the year 2011.
• Preparing Weekly Deck & Client Deck with the overall performance, KPI summary and
achievement of the process.
• Introduced Sales callback process since April-2011 with 2 FTE billing in the LOB.
C.S.I.T. Solution: 2003-2005
Hardware/Software and network
Installation
Aptech Ltd.: 1999-2002
Senior faculty cum business development executive

4. Lakhotia Computer Centre: 1997-1999
Faculty
ACADEMIC CREDENTIALS
 Diploma in Advanced computing from NIIT.
 10+2 in Science Stream from WBSE.
IT Skills:
ITIL foundation (2011) Certified, Conversant with MS-Office & Internet
Applications.
PERSONAL PROFILE
Address : 90C/1 Kumar Para Lane, P.O. Kasba, Kolkata - 700042
Marital Status : Married
Current Location : Gurgaon
Pankaj
Bhattac
harya