SUKHENDU SAHA 173A/1 Dakshin Para Road, Kolkata 700063, West Bengal, India Contact No: 91-9830886096, 033-24961536; Email: email@example.com / firstname.lastname@example.org Customer Service Operations & Delivery Management/ Business Operations Management/ Process Operations Management Offering 18+ years of extended experience across IT & telecom domain, seeking senior managerial role across the industryExecutive Summary• A qualified master of business administration specialized in operations management & ITIL V3 Foundation certified as well as pursuing PMP & Six Sigma Green & Black Belt Certification.• comprehensive experience in managing a wide variety of activities including Operations, Process Definition & Documentation, Talent Acquisition & Management, Reporting & Client Communications, People Management, Quality and Continuous Improvement.• Adept in providing end-to-end Customer Service Delivery Solutions using ITIL Process for improving IT Services entailing Continual Service Improvement, Service Operations.• Proactive professional equipped with thorough knowledge & technical understanding in conjunction with demonstrated capabilities in managing process verticals implementing process improvements for desired performance levels.• Adroit in implementing service strategies according to the set targets and actively involved in controlling service deliverable as per given SLAs & TAT.• Demonstrated competences in setting up a strong network of dealers & corporate business associates to ensure wider distribution and deeper market penetration.• Exhibits excellence in establishing new IT infrastructure, LAN/WAN & Remote Administration and Security, Wireless LAN / Internet Setup & Management, Email Clients Setup, Database Management, Application Management, ITIL management Corporate IT Policy Guidelines, IT budgeting and Reporting.• Excel in formulating strategies, driving process excellence initiatives, deriving substantial improvements across diverse business processes with implementation of lean methodology, preparing process dashboard, SLA report, balance score card to assess the performance of the process.• Performing a wide range of People Management functions from recruiting through on-boarding, goal setting, performance appraisal, training, competency building, resource utilization & capacity planning, knowledge transfer.• Exceptional communication, presentation & interpersonal skills with proficiency at grasping new concepts quickly and utilizing the same in a productive manner, Result driven and focused with immaculate work habits, man-management, time management and leadership skills.Core CompetenciesProcess Operations Management Service Delivery Management Process Improvement Quality ManagementCorporate Counselling Client Servicing & Management MIS/Reporting Budget ManagementRelationship Management Post & Pre Sales Support Resource Planning NetworkingBusiness Planning & Development System Administration IT Infrastructure Team LeadershipExperience RecitalGee Pee Infotech Pvt. Ltd., Kolkata Apr’09-Till DateAssistant General ManagerProducts Handling: GEEPEE Mobile Products & BSNL Telecom ProductsKey DeliverablesService Operations & Delivery Management• Spearheading efforts across management of 250 service centres & one R&D centre to cater the service deliverables at PAN India Level.• Reviewing existing systems & procedures and designed internal controls/quality audit checks for various operational areas for achieving higher operational efficiency, resource rationalization and cost reduction.• Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries and resolving their issues, ensuring minimum TAT and quality service.• Planning the process effectively with overall responsibility for maintaining various process metrics and strictly adhering to the compliance procedures at all times.• Assuring that appropriate processes are maintained and identifying weak areas to improve process and providing suggestions regarding improvement of processes.• Ensuring highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence & email channels.• Supervising the team and supporting them to troubleshoot issues and manage escalations appropriately.
• Retain customers by providing best possible service in terms of immediate response to enquiries, quick execution of orders & by keeping the customers updated.• Determine process gaps and design & impart training to new entrants for enhancing operational efficiency and retaining talent by providing optimum opportunities for personal and professional growth• Structure annual operational budget & implement control measures to contain expenses within defined limits.• Involve in procurement of spare part & distribution of its through central warehouse at Kolkata.• Oversee the Supply chain functions and maintaining a clear distribution system across the organization.Sales & Business Development• Key player in analysis, development, and implementation of strategic business plans & policies, ensuring organizational growth, targeting maximum profitability & cost effectiveness.• Efficiently maintained a constant vigil on market dynamics and attuned marketing strategies to exploit available opportunities.• Planning & conceptualizing various strategies to achieve business goals aimed towards the growth in business volumes as well as profitability, ensuring the usage of modernized tools of development, expansion and diversification as per the need and resources available.• Taking care of new ASC appointment, successful running of ASCs’ in each & every states, close monitoring towards every ASCs’ through respective State In-charges.• Taking care of CSAT of Distis, C&F, SS & as well as Retailers.• MSL management at Channel locations & for H.O. repair factory.• Building brand focus in conjunction with operational requirements thereby, ensuring maximum brand visibility and optimum market shares.• Accountable for relationship management with key accounts to enhance sales growth through corporate presentation & seminars• Devising & implementing pre & post marketing activities for successful launching of new products.• Conceptualizing and implementing promotional activities as a part of market development and brand building effort while managing overall sales function across the designated region.• Streamlining overall operations pertaining to business development, and customer service; judiciously looked after channel management & demand forecasting.Technical Support & Management• Providing technical leadership while estimating and evaluating the effort/schedules and managed the team and its grievances while training them on the project architectures.• Tracking project progress in terms of cost, resource deployment, time over runs and quality compliance and proactively identified and rectified problems to ensure adherence to delivery time-lines.• Supervising project engagements from inception to completion, liaising with the internal team to ensure project delivery within strategy, on time and on budget.• Handling various technical aspects of the Project including analysis of project requirements, technical guidance, estimation, scheduling & finally deliver solutions to clients while focusing on competence enhancement activities.Team Management• Coordinating with the HR to plan and estimate resource requirements; acquire best talents and ascertain retention of productive employees.Previous Work AssignmentsRT Outsourcing Services Ltd., New Delhi Sep’06-Mar’09Partner Manager - East• Supervised Partner Management activities in East along with compliances (Service & Process) as per SLAs’ of OEM customer.• Executed 16 IT & Telecom Projects like Display Device (IBM, HP, AOC, Acer etc.), PCs’ & Laptop (Acer/Toshiba/HP) and Telecom (Sony Ericsson, HTC, Huawei - TATA/Reliance, Micromax, Voxtel) & IT Projects (AMC, Asset collection, Pre-AMC)• Interacted with almost 50 Partners in entire east (developed 34 partners since joining).• Nominated as Best Partner Manager amongst 4 regions.Sysnet Global Technologies Pvt. Ltd., New Delhi Oct’05-Aug’06Branch Manager -EAST• Administered the total AMC business volume of 60 Lacs and Monthly Sales of 45 Lacs.Inforace Solutions Pvt. Ltd., Kolkata Feb’04-Sep’05Manager - Customer SupportComputech International Ltd., Kolkata Jun’02-Jan’04Sr. Manager - Customer SupportSysComp Impex Pvt. Ltd., Kolkata Jan’98-May’02
Manager - Customer ServiceBard Roy Infotech Pvt. Ltd., Kolkata Jan’97 – Dec’97Sr. Customer Support ExecutiveCommunications & Networking, Kolkata Jan’96 – Dec’96Senior Customer Service EngineerCompu Data Systems, Kolkata Jan’95 – Dec’95Customer Service EngineerLohia Jute Press Pvt. Ltd., Kolkata Dec’93 – Dec’94Field Manager - Technical SupportAcademic CredentialsMaster Of Business Administration (Operations); Sikkim Manipal University 2012Bachelor Of Science; Calcutta University 1991Professional Certifications & Trainings Attended:• Computer Hardware (Microprocessor & PC Maintenance) Course -Webel, Kolkata (Year-1993)• P.G. Diploma in Computer Application -IMA, Kolkata (Year-1994)• Completed CNE Course from Datapro, Kolkata (Year-1996)• Completed NCIP Course from Tulec, Kolkata (Year-1998)• Intel Server Integration Training – Online Test Certificate (Year-2002)• Completed Internal Auditor Course from Intertek (Year-2008)• Completed ITIL V3 Foundation Certification (Year-2012)• Participate in Benchmark Six Sigma Workshop on June’2012• Completed Six Sigma Green Belt Certification on Nov’2012Personal DetailsDate Of Birth: 12th January, 1971Language Proficiency: Hindi & EnglishReference: Available on request