Management Technical Support

SOUMITRA CHATTERJEE

Contact: +1-626-***-****, Email Id: ********.**********@*****.***

Linkedin: https://www.linkedin.com/profile/view?id=39622428

PROJECT MANAGEMENT ~ PROCESS TRANSITION ~ CLIENT ENGAGEMENT MANAGEMENT

Offering an impressive experience of over 15 years into building a profession of high caliber in the challenging field of Information & Technology, incorporating my professional ability that utilizes my skills and creativity, with potential for recognition and advancement.

PROFILE

Seasoned, technically inclined and highly empowered professional offering an eventful career of over 16 years studded with professional brilliance predominantly in the areas of Delivery, Project Management, Strategic Thought Leadership and Engagement Management.

Possess Functional knowledge Tech Support, Life Insurance, Operations Management & Training Management in BPO. Last worked as Operations Leader with Fidelity Business Services India Ltd..

Proactive and goal-oriented leader with established record of success in leading corporate technology initiatives & innovation projects; flexible and able to adapt quickly to changing business environments and needs ensuring the delivery of new, highly effective business solutions on time and under budget.

Proven success in managing teams to sync with the corporate set Parameters & motivating them for achieving business and individual goals.

Cost effective efforts - Seat utilization & Capacity planning.

CORE COMPETENCIES

1. Process Transition

Transitioned 3 different process to India from US and Infosys to Fidelity India

Set up Chennai Operations and transitioned processes from Bangalore ( 66 FTE’s)

2. Technical Helpdesk Management

Accountable for reliability, availability and performance of helpdesk.

Accountable for reliability, monitoring and availability of Operation support.

Develop strong relationships throughout a complex environment.

Manage the day-to-day helpdesk and Operation support activities.

Manage the helpdesk and operation support of contract.

Responsible for developing, maintaining technical documentation for Helpdesk and training & callibarating the Helpdesk technicians.

3. Project management

Coordinating integration with support functions viz. Quality, Training, Technology, Compliance.

Responsible for taking the process to successful transition during Ramp to Steady State

Ensuring CTQ Closure: Productivity - Capacity Based Turnaround Time (TAT) and Accuracy Base lining.

4. Client Servicing/Engagement

Mapping client requirements and coordinating and implementing process in line with the guidelines specified by the clients.

Identifying Improvement Ares & implementing measures to maximize customer satisfaction levels.

Accomplishments

Saved the company $ 0.5 million over 2 years by implementing a successful productivity improvement plan.

Improved customer satisfaction ratings by 30% by identifying and implementing opportunities to automate sub processes.

Presented with the Leadership Award for 2 consecutive years for demonstrating leadership qualities to meet and exceed customer expectation.

Technical Skills

Engagement Management

Client/Vendor Management, Global Delivery Management, Customer CSAT Issues, Conflict Resolution, Risk Management, Team management.

Service Delivery Management

Solution Development and Delivery, Technical Effort Management

Service Improvements and Managed Services, Knowledge management

Provide technical direction for design, development and systems integration for client engagement from definition phase through implementation

Apply significant knowledge of industry trends and developments to improve solutions.

Environment Management

Configuration & Release management, Deployment management, Change Management, Process Management and Incident Management.

DBMS & RDBMS

Oracle 8i, Visual FoxPro

Operating Systems

DOS, Windows 9x/NT/2000/XP

Programming

Basic, C, C++, COBOL, Pascal

GUI Tools

MS Office, Star Office

PROFESSIONAL EXPERIENCE

FIDELITY INVESTMENTS Sep’05 – May’15

Operations Leader

A. Responsible for 120 FTE’s including 2 Managers

Responsible to start entire H&W Operations in Chennai and Bangalore (5 Processes)

Integration of different products

Ramp up of 120 FTEs

B. Handling Team which manages all data for US employees.

Responsible for managing 5 processes.

Monitoring, Guiding, Coaching, Motivating Agents to achieve Client’s objective.

Developed a process Scorecard to measure performance of 120 associates, which helped in having a more metric driven approach to performance evaluations.

Led the remote migration of 11 processes from the US to India.

Post process transition, stabilized and initiated automations and process improvements.

Completed six sigma process control documents (DMC) for the 11 processes.

Coordinated testing of the 11 processes as part of Business Continuity.

Successfully cross-trained associates within processes for effective resource utilization.

Transitioned processes from Bangalore to Chennai, which included preparation of robust scope documents, training calendars, ramp plans, application inventories & re-deployment schedules.

Strong client relationship management.

Negotiated with process business partners to respond at a quicker turnaround.

Developed value added and exhaustive MBF reports to keep stakeholders and team informed of process status and performance.

Technically proficient, with excellent written and spoken skills.

C. People management

Performance management and appraisals of team members twice a year, goal setting, conducting regular 1:1 to understand employee prospects, potential & drive expectations.

D. Functional/ Operations management

Responsible for daily performance monitoring, maintaining process MIS and preparing daily & weekly reports and monthly dashboards.

Ensure process goals/ SLA requirements (accuracy, productivity, agreed timelines and client specific KPI’s) are delivered. Analyze performance, monitor work & deliver feedback.

Active participation in execution of quality projects.

E. Relationship management

Manage day to day internal relationships in order to provide ongoing service to customers and maintain a healthy VOC through active interfacing with onshore process owners

Projects Undertaken – Please Refer Annexure

SUTHERLAND TECHNOLOGIES LTD, INDIA

Team Leader

Sep’03 – Oct’05

DIGITAL GLOBALSOFT, INDIA

Sr. Engineer/Team Leader

Jan’03 – Sep’03

WIPRO SPECTRAMIND, INDIA

Technical Support Associate

Jun’01 – Jan’03

Ministry of Defence (Directorate of Standardisation),Center for Advanced Computing and System Application (CACOSA),for CompuNet, INDIA

Software Developer

Dec’99 – Jun’01

Media Workshop India Ltd, INDIA

Software Trainee

Jan’98 – Dec’99

CERTIFICATIONS & TRAINING

High Performance Management Techniques (HPMT)

ONTRAC Certification for Managers

Six Sigma Training for Managers

Yellow Belt Mentor

IMPACT Training for Leadership Development

Diploma in Web Designing [E-Connect]

Diploma in RDBMS (Oracle 8)

Certificate in Computers (CIC from IGNOU)

EDUCATONAL CREDENTIALS

Post Graduate Degree in Computer Science (MSc),

MD University, Rohtak, Haryana, India (2001 – 2003)

Post Graduate Diploma in Information Technology & Management (PGDITM) at par with MBA Systems,

All India Management Association (AIMA-CME) – Center for Management Education, New Delhi, India (1997-1999)

Bachelor in Science (BSc) with Physics as Major

University of Delhi, New Delhi, India (1993 – 1996)

Date of Birth: 21st April 1976

References: Available on Request

ANNEXURE

2. Worked as Team Leader in Sutherland Technologies Ltd. Chennai From September 2003 to October 2005.

A. Process Level - handling the following activities for the whole shift

Maintaining the queue (call inflow) in a manner such that the SLA (service level agreement) are adhered to (AQT, abandoned call rate, bounced back call rate, total calls picked up, etc.)

Mentoring Team Leaders & L2’s who join the floor

Conducting conference call sessions with the client on regular basis to present various business figures, clarify their concerns, implement various solutions that the client has implemented at their end so the overall process can be improved

Conducting interview for level 1 technicians.

Training of level 1 and level 2 technicians.

Identifying & cultivating prospective level 2 technicians & team leaders among people on the floor

Responsibility:

Handling two outlier management programs that we have to improve site level Customer

Experience (CE) and Customer Advocate Resolution Effectiveness (CARE).

CE Site Lead for Sutherland Chennai where in I directly communicate with the client with issues regarding improvement of Customer Experience scores.

Process owner for Customer Advocate Resolution Effectiveness.

COFAC coordinator for the site where in we train the agents who have just passed their training before joining the production floor and access if they are fit to join the floor or need more training.

3. Worked in Digital Global Soft Bangalore for 8 months as Senior Engineer/Team Leader from Jan 2003 to Sep 2003

Responsibility:

Manage a team of 12 – 17members.

Catering Technical needs of team and meet key parameters like AHT, FTR, CSAT.

Assist with training and identify training needs within the group and provide feedback to the management

Mentor and assist new hires.

Break management and Q management using AVAYA & IEX.

Auditing calls using NICE and giving feedbacks to agents and informing them the areas of improvement regarding their technical and call control skills.

4. Worked in Wipro Spectramind from June 2001 to January 2003 as Technical Support Associate

Responsibility:

Answer ACD calls and access customers’ technical support needs and handle/route accordingly.

Provide first level technical support on basic operations or maintenance of PCs/ or peripherals using documented procedures and available tools.

Use troubleshooting techniques to identify products that are defective.

Identify and provide input on unique or recurring customer problems.

Update knowledge of customers product line and service offerings, current products and technologies

5. Worked as a Software Developer at Ministry of Defence (Directorate of Standardisation),Center for Advanced Computing and System Application (CACOSA),for CompuNet™ from December 1999 to June 2001).

6. Worked as Software Trainee at Media workshop. India Ltd. for 6 months (Jan1998-dec 1999).

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