Pankaj Bhattacharya has nearly 18 years of experience in operations management, business process improvement, team management, and customer relationship management. He is currently a Team Manager at Convergys, where he manages a team of 25 agents providing technical support for Dell. Previously he held leadership roles such as Deputy Manager and Assistant Manager at other companies, where he led teams, improved processes, met metrics, and developed staff. He aims to identify trends, achieve objectives, streamline processes, and build powerful teams through strategic planning and team leadership.

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