Group Leader Operations in Delivery.

ARIJIT BASU

Group Leader Operations

Address - */1, Madhusudan Biswas Lane, Howrah - 711101

Phone No - 629*******

Email - *************@*****.***

Summary

1) I am well-versed in setting team targets, monitoring performance and documenting results. 2) I am skilled multitasked with an organized and diligent approach to tackling any issue and developing effective solutions.

3) I have proficient knowledge in MS Office applications. 4) I am always approachable to all my team members. 5) I have hands on experience to deal with customers, clients and vendors. 6) I have good amount of experience to analyze data and find out the loopholes for rectifying it. 7) I have the skill sets to audit transactions and groom the associates. 8) I have the experience to prepare roster based on the situation and requirements. 9) I have experience to maintain attrition, shrinkage and schedule adherence of a team . 10) I have knowledge how to maintain SL interval wise 11) I know how to nurture with PaceHR, Peoplesoft and Workday for marking attendance of the team members

12) I have knowledge in Python, PMP and basic of Data Science 13) I have experienced working in NLP and CV (Computer Vision) projects. These NLP projects are completely based on audio transcriptions. The CV project is based on drawing the route map for autonomous vehicles.

14) I have proficient knowledge of Bengali, English and Hindi in terms of speaking and writing. Work History

2022-02 – Present Group Leader Operations

iMerit Technology Services Pvt. Ltd, Kolkata, West Bengal 1) Team Handling

2) Deal with the TL’s regarding the process improvement 3) Data Analysis

4) Interact with different internal stake holders

5) Handle different types of AI based project. So far I have worked in different types of audio transcription projects and they are related to gaming, online educational platform, phoneme annotations and restaurant industry. Currently I am handling a CV project. 6) Design different types of reports. This includes quality reports, time & motion, delivery planner. Run chart, presentation of project closure, presentation of weekly review etc…. 7) Attrition management.

8) BQM analysis and chalk out planning to improve their performance. 9) Interact with the overseas solution architect team regarding performance and constraints of the project.

10) Shrinkage management

11) Doing sample audits and share feedback with the team members 12) Responsible for the appraisal of the team members 13) Deal with the conflict management

14) Motivate the team members and groom them for the band elevation. 15) Provide floor support as per the business requirement 2019-07 - 2020-10 Team Leader Operations

Tech Mahindra Limited, Kolkata, West Bengal

1) Team Handling

2) Taking team huddle on regular basis and inform the team about their KPI's 3) Work on schedule adherence

4) Data Analysis

5) Preparing Various Report

6) Preparing Roster

7) Handle Timesheet

8) Doing Audits and share feedbacks with the associates 9) Monitor the performance of the BQ associates and coach them to improve their performance 10) Handle PaceHR

11) Working to keep attrition percentage within target 12) Doing root cause analysis when some of the KPI is down and put some insight to meet the score. 13) Initiate action plan if some of the associate struggles to meet the performance month on month 14) Always try to motivate team members

15) Maintain rapport with client, higher management, team members and employees of other Departments

16) Groom the team members for their band elevation 17) Handle Schedule Adherence, SLA, Shrinkage and Attrition 18) Interact with clients based on the performance of the associates. 19) Doing Floor support.

20) Coach the associates to enhance their skill sets. 2018-05 – 2019-02 Assistant Manager Operations

Concentrix Services India Private Limited, Vadodara, Gujarat As an Assistant Manager being a part of the Mutual Fund Process I used to handle an email and chat team. Additionally I used to handle the social media part also. In this process I used to handle CRM and other social media applications. My team used to handle different queries and complains of the customers regarding mutual fund with the help of email and different social media platforms like Twitter, Facebook etc. My jobs and responsibilities in this process are mentioned below. 1) Team Handling

2) Taking team huddle on regular basis and inform the team about their KPI's 3) Work on schedule adherence

4) Data Analysis

5) Preparing Various Report

6) Preparing Roster

7) Doing Audits and share feedbacks with the associates 8) Monitor the performance of the BQ associates and coach them to improve their performance 9) Handle PeopleSoft and Workday Application

10) Working to keep attrition percentage within target 11) Doing RCA when some of the KPI is down and put some insight to meet the score. 12) Initiate action plan if some of the associate struggles to meet the performance month on month 13) Always try to motivate team members

14) Groom the team members for their band elevation 15) Maintain amicable relationship with client, higher management, team members and employees of other departments.

16) Handle Schedule Adherence, SLA, Shrinkage and Attrition 17) Responsible for the performance appraisal of the associates. 2007-06 - 2018-05 Analyst Operation

Concentrix Daksh India Private Limited, Kolkata, West Bengal During my entire span in Concentrix Daksh I have gone through multiple accounts and they are Telecom, UK Banking Financial Process and US Life Insurance Process The responsibilities were different according to every individual domain 1) In the Bharti Airtel telecom process I used to handle the queries and concerns of the customer over call.

2) In the banking financial process I used to handle the overdraft facilities of UK customers of Lyods TSB Bank. Here I used to handle their financial transactions and communicate with the customers by sending emails.

3) I used to handle both Financial and Non Financial part in Nationwide which was the US Life insurance process. I used to validate all the documents and verify the premium part before sending the approval to the case managers for issuing the policies. After getting promoted as SME/Analyst Operations I used to handle a small team of 12 members and my responsibilities are mentioned below.

a) I used to take team huddle

b) I used to do regular audits and share feedback with the team members for process improvements.

c) I used to analyze data and provide real time support to the team members d) I used to prepare various report and share it with the higher management. e) I used to interact with client during the time of review session regarding the performance of my team.

f) I used to monitor the performance of the team and coach the BQ performers to improve their performance.

g) I used to identify the strength of my team members and groom them accordingly h) I used to train and mentor the newly hired candidates 2006-12 - 2007- 05 Customer Care Executive

Reliance Infostreams Private Limited, Navi Mumbai, Maharashtra In Reliance Infostreams Private Limited I had joined as customer care executive. Here I was associated with the domestic telecom account. As an employee of this organization my prime responsibility was to attend the calls of the customers and resolve their queries and concerns over call. ACHIVEMENTS

1) During the journey of my professional career I was felicitated with Star Performers 4 times in Concentrix and received a special award named “Pat on The Back” while working in Tech Mahindra. Apart from that I have received the appreciation from client end several times for showing the decent performance in terms of meeting all KPI's irrespective of any organization. 2) In my professional career I have gone through different organizational development trainings and these have really helped me out to groom my career. I have learnt lot of techniques of team handling, how to communicate with people in the professional field, how to enhance the observation and analytical skills and how to identify the strength and weakness of the team members. 3) Getting an opportunity to work as an Assistant Manager in Concentrix and Team Leader Operations in Tech Mahindra is also a big achievement in my life after starting the career as a customer care executive at Reliance Infostreams Private Limited. 4) During my professional journey I have received an opportunity to work with 5 prestigious brands like Reliance, IBM, Concentrix, Tech Mahindra and iMerit. Also get the scope to prove my efficiency in these organizations and get to know about their work culture. 5) In my career I have got an opportunity to work in a different region of my country by the help of Concentrix. This is also one of the greatest achievement in my life. 6) One of my notable achievements in iMerit is to get promoted as Group Lead Operations from Sr. Team Lead Operations within a year.

7) I have completed the certifications of Python and PMP and also doing different courses related to Data Science simultaneously.

QUALIFICATION

1999-08 – 2003-04 Bsc Computer Science with 53.00% Acharya Institute of Management & Science- Bangalore, Karnataka 2003-05 – 2006-11 Electronic Diploma Advance Software Technology with grade “A” CMC- Kolkata, West Bengal

2009-05 – 2012-04 MBA in HR with 61.20%

Sikkim Manipal University- Kolkata, West Bengal

SKILLS

1) Data Analysis

2) Team Handle

3) Project Management

4) Audio transcription

5) CV(Computer Vision)

6) Client Interaction

7) Shrinkage Management

8) Attrition Management

9) BQ Analysis

10) Stakeholder Management

11) Call Calibration

12) Audit

13) Training

14) MS Office

15) Handle G-Suite Tools

16) US Life Insurance

17) E-Commerce

18) BFSI

19) Mutual Fund

20) Telecom

21) Python

Hobbies

1) I love to watch cricket and lawn tennis

2) I love to watch action/thriller movies and web series 3) I prefer to listen melodious Hindi and Bengali songs 4) I love to travel long distance

5) I love to ride bikes

Signature Date

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