TATHAGATA BANERJEE

**, ********* ********** ******, *****

Dist – Howrah. PIN – 711201

West Bengal, India.

Mob:+91-833**-*****

Email: acpba4@r.postjobfree.com

A dedicated & self motivated professional with over 10 years of experience in handling Operations, Customer Service, Work Force

& Production in leading brands along with good communication skills & aptitude of working in the best interests of the organization.

Expertise in…

Operations Management Work Force Management

• •

Customer Service Recruitment

• •

Compliance & Process MIS Management

• •

Manpower Planning Reporting & Analysis

• •

Delivery Management Administration

• •

Profile at a Glance:

Experience in handling 125 to 150 people across 6 departments with Lead/Department coordinators and artists ratio

being(1:20)

Vendor Management.

Dedicated professional with strong experience in Core Operations & Process Management.

Efficiency in conducting process related training for batches ranging between 25 to 30.

Experience in handling sites end to end from remote location.

Working with commercial & profit to company perspective in mind, thus having a Customer centric approach.

Known for efficient time management & process orientation.

Advanced verbal and written communication for organizational and presentation skills.

Strong analytical skills with an ability to solve problems with a win win negotiation approach.

Able to work and excel under demanding and diverse work environments.

PROFESSIONAL EXPERIENCE

JR LADDHA EDUCATION SERVICE PVT LTD.

Operation Manager – (April 2014 to Aug 2014)

Dept: Operation

Job Responsibilities:

Single point of contact for Operation across India.

Coordinate with client for order PI, PO, Way bill, Payment and shipment.

Handle MIS Reports for Sale Quantity and Amount.

Vendor Management – Billing Dispute, shipment coordination, order placing & timely follow up for delivery

Generate Sale report for Retail and DSA on a daily basis.

Interview candidate from Operation point of view for recruitment.

Approve Travel payment post concerned HOD approval for all employee across India and ensure it’s done on time.

Share Company Process and Policy with all employees, and ensure its implementation.

Audit internally company HR Admin process and submit report to CEO highlighting improvement area.

Handle Logistics and shipment of goods to client across India.

Coordinate with internal tax department for Way bill.

Coordinate with a/c for Payment related issue.

Stock record maintenance and tracking

Coordinate with Training on Technical updates and ensure they are rolled out on time

Order delivery processing, coordinate with courier, a/c, printing agency and ensure all formalities are done

Ensure all backend supports are given to sales team from backend Admin, HR, Training, Technical & customer care.

Ensure training support is given to all team across India & ensure its done on time

Coordinate with HR to draft HR & Training polices

Verify and approve expense detail of the LOB to get CEO approval.

Train Customer care agents, prepare script & FAQ.

Track inventory and approve or disapprove purchase based on business need.

Coordinate with LFR for PO, Way bill, Shipment and GRN.

Coordinate with clients with regards to business agreement, confirm, get the same updated from concerned department,

signed and checked and sent to client within assigned TAT.

Maintain employee information database.

Ensure Joining formalities and documentation requirements are properly met for all employee.

Ensure all facilities are provided to joining Employee as per HOD approval and bank A?C is opened in timely manner.

Initiatives and Implementation:

Introduced Attendance sheet.

Introduce daily, monthly and weekly tracker for Sale tracking for Retail, Direct Sales agent & Distributor .

Consultancy Payment log sheet.

SOP for Recruitment, Joining & Exit process of the company.

Checklist for Employee documentation, joining formality & Recruitment.

MIS Reporting process initiated.

TATA ELXSI VCL.

Project Manager – (June 2013 to Dec 2013)

Dept: VFX (Visual Effects)

Job Responsibilities:

Workforce Projection depending on Projects in queue and Resource Allocation.

Plan project delivery with client and supervisors of respective project.

Setting monthly, weekly and daily target w.r.t client deadlines.

Tracking completion status of project on a daily basis and take necessary steps to ensure on time completion.

Track additional work in project post costing, get them efforted and communicate the same to the commercial and finance

team for costing purpose.

Allocation of artist to respective project.

Ensure monthly allocation is done correctly keeping in mind project requirement, bench and absenteeism.

Attendance management – Track and take necessary steps to control the same.

Headcount tracking and raise manpower requisition request with HR depending on project need and delivery deadline.

Co ordination with finance and commercial team to set project goals and aligning it with budget.

Track and control over usage of mandays for respective Projects on floor.

Ensure necessary procurements for project (hardware and software) are done on time and raise request with concerned

departments accordingly.

Vendor Management – Ensure outsourcing of work and completion from Vendor within given time frame.

Client coordination w.r.t project delivery, time to time completion status, work effort and time requirement.

Initiatives and Implementation:

Introduced daily Mandays tracking system.

Introduced daily shot completion tracking system.

Introduced tracker to maintain department wise & shot wise project based information for micro & macro level project

tracking.

Projects:

Dhoom 3, Nanak Saheb Fakir.

PRIME FOCUS LIMITED.

Operation / Production Manager – (May 2011 to April 2013)

Dept: VFX (Visual Effects)

Job Responsibilities:

Handling team size ranging from 125 to 150 artists across 6 departments in VFX with Lead and artist ratio being (1:20).

Responsible for Handling 5 to 6 Department coordinators who were reporting heads of artists and Leads on floor.

Handling Workforce Projection depending on Projects in queue and Resource Allocation.

Ensure timely delivery of projects/work allocated within allocated cost and desired quality.

Wok on Studio projection and forecast shortfall depending on availability and requirement.

Analyze artist and Project Performance based on Mandays consumption.

Track Mandays utilization for Projects and flagging delay factors for Productions, HR and Supervisors.

Handle seating issue with my team.

Plan on time delivery or available work with respective Producer.

Tracking attendance on floor and taking corrective measures for defaulters.

Aligning resources in line with the targets and performance estimates.

Analyzing artist and Seat Utilization of the studio and also ensuring maximum utilization.

Managing production / operations involving preparation of production plans & schedules to ensure timely accomplishment

of production targets.

On Floor Co ordination with the Artists and the Producers/ Line Producers for smoothening work flow

Handling entire operations for the VFX floor.

Rostering of all Artist in various shifts and ensure that the artists are utilizing their time productively

Monitoring the Artists with respect to Discipline & Attendance and factoring them in PMS.

Interacting with Support functions for staffing and scheduling requirements, performance reporting,

Maintaining the system Inventory, recording any loss/damages and taking necessary steps.

Preparing process reports and other statements with a view to appraise management of process operations and assist in

decision making process.

Handling Production & Operation for Hyderabad.

Initiatives and Implementation:

In and out time tracking process initiated for VFX and data tracked.

Shift system initiated for departments in VFX.

Ensured artists stick to the time for in and out.

Started process of sending compiled daily performance report by colliding data from all LP.

Taken up responsibility of maintaining Project Allocation sheet for entire VFX.

Taken up responsibility of artist allocation and ensured its being done systematically for smooth work flow.

Maintained artist late and absenteeism tracker and tracked production loss hours on a daily basis.

Seat plan made for 3D and 2D departments and implemented efficient bay allocation system.

Maintained Seat Utilization tracker and ensured maximum utilization of seats.

Ensured corrective measures are taken for defaulters (artists failing to comply with Office norms).

Initiated meeting with different departments to sort out disconnect between Production and Operation.

Coordinated with Producers and Line Producers w.r.t project completion and man days utilization.

Planned Training Schedule and Implemented On Job or Trainer based training in VFX

Organized meeting between Production, HR and supervisors with Creative Head.

Reports Created and Introduced:

Studio Projection Report (w.r.t projects in queue and man power requirement)

Attendance / In and Out / Late

Weekly Artist roster

Resource Utilization

Artists allocation

Shift allocations

Seat Allocation

Daily Performance sheet

Analysis:

Seat Utilization analysis done, planned and implemented

Artist utilization tracker is maintained.

Shot wise Mandays Tracker.

Work Hrs / Productivity tracking Analysis done.

Projects:

Race2, Agent Vinod, Ajab Gajab Love, Cocktail, Dabangg2, English Vinglish, Housefull 2, Jannat 2, Joker, Omg Oh My

God, Himmatwala, Rangrezz, 3G, Kaipoche, Matru Ki Bijlee Ka Mandola, Table No. 21, Kyaa Super Kool Hain Hum,

Kismat Love Paisa Dilli, Tere Naal Love Ho Gaya, Tezz, Ishque in Paris, Ra.One, Rockstar.

CONVERGYS INDIA LIMITED.

Command Center Officer (Level B1 Team Leader) – (Jan’06 – May’11 )

Dept: WFM (Work Force Management)

Job Responsibilities:

Handling 17 processes across Mumbai and Gurgaon site with a total headcount of above 1500 agents and 100 TLs.

Monitoring performance of 6 Floor Controllers who are responsible for Real Time Activities across all Processes in

Mumbai and Orchid site.

Responsible for maintaining all elements of the agent database and generating accurate and timely schedules.

Managing changes to schedules and man power planning on a daily basis to ensure that forecast objectives are met,

typically with a focus on Intraday Service Level, ASA or Occupancy management.

Responsible for balancing the needs of the business and the needs of the agents when scheduling many off phone

activities.

Creating Weekly schedules using the plans provided. Using information about each agent’s specific work rules and

preferences to create an optimal set of schedules within the constraints provided.

Monitoring the process, viewing and responding to the effects of changes in the forecasts, plans and schedules in a near

real time mode.

Tracking and analyzing call trends,

Publish client specific Daily, Weekly & Monthly reports

Assist in debugging any errors in reports

Rostering for process with headcount above 450. Attend F&S meetings and discuss any rostering

challenges/improvements.

Taking care of process SL, Shrinkage and other parameters to meet the parameter set by Client.

Taking care of Agent Schedule.

Monitor overtime usage and make adjustments to ensure overtime is used in compliance with directives from site

leadership.

Partner with site leadership and Onshore Optus real time team to help achieve service goals and objectives.

SPOC for technical outages. Raise tickets based on severity and take part in bridge call giving updates on the issue.

Conducted WFM Functionalities Training sessions across Mumbai and Gurgaon with agents and TLs.

Achievements:

First point of contact for clients, responsible for all client interactions w.r.t business development.

Receive appreciation from managers and client for Staffing Requirement plan analysis.

Received appreciation from manager and senior manager for effectively handling RTA.

Received appreciation from Operation for effectively providing SL analysis and plan for its development.

Formulated and introduced reports like Swap Defaulter’s report, Bay Allocation Report and TL/agent level Shrinkage

report.

Worked as a Sr. Technical Support Officer for Dialup Internet process. Responsible for calibrations & crew briefs, coaching

team members, mentoring new team members and evaluating calls for team members on behalf of TL, tracking quality scores,

adherence, AHT and productivity of the team regularly and updating Credit report for the team. Was selected SME (Subject

Matter Expert) 4 times and was responsible for mentoring new joinees to the process, evaluating their calls and rating them on

their performances which decided their eligibility to enter the production floor and take calls independently.

INTELENET GLOBAL SVC

Sr. Customer Support Representative – Operations (Sept’04 – Dec‘05)

Process: TransUnion (US Inbound Process –Credit Bureau)

Job Responsibilities:

Supporting customers with their credit related queries.

Helping Jr. Support Executives in understanding process.

Updating Team with the Quality Updates

Listening to calls taken by new reps and giving them feedback on how to improve on errors.

GTL PVT LTD.

Customer Support Representative – Operations (May’04 – Aug’04)

Process: ALICO (UK Outbound Process – Health Insurance)

Job Responsibilities:

Supporting customers with their insurance related queries, requests & complaints.

Cross selling of the Insurance products.

Responsible for making Outbound calls to customers to achieve sales target.

PROFESSIONAL / EDUCATIONAL QUALIFICATION

B.sc. (Information Technology), S.M.U in 2004.

I.S.C (Class XII – Science), St. Thomas Church School, Howrah in 2001.

I.C.S.E from Methodist High School in 1999.

EXTRA QUALIFICATION

A+ (Hardware Course) IIHT

N+ (Networking Course) IIHT

Grundstufe Deutsch (German Language Course) Max Muller Bhavan.

PERSONAL PARTICULARS

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Date of Birth: 30 September 1982

Marital Status: Married

Languages Known: English, Hindi, Bengali & German

Well versed with MS Office and Internet operation

References can be furnished upon request

Contact this candidate