Business Development Customer Experience
Resume:
Avijit Raha
Strategic Executive Leader
*th Main 2nd Cross, N R Colony Bangalore - India ******.****@*****.***
LinkedIn Profile: https://www.linkedin.com/in/avijit-raha-0381b46/
EXECUTIVE PROFILE
Visionary C-suite executive with 25+ years of cross-industry experience driving strategic initiatives, operational excellence, and revenue growth across diverse business environments. Proven track record of spearheading complex business transformations, optimizing organizational performance, and delivering exceptional shareholder value. Expert in identifying market opportunities, streamlining operations, and cultivating high-performing teams that consistently exceed performance targets. Adept at navigating complex stakeholder relationships while maintaining unwavering focus on business outcomes.
CORE COMPETENCIES
Strategic Business Planning & Execution
P&L Management & Financial Oversight
Mergers & Acquisitions
Global Business Development
Digital Transformation Leadership
Multi-Site Operations Management
Organizational Change Management
Cross-Functional Team Leadership
Crisis Management & Business Continuity
Strategic Partnerships & Alliances
Brand Development & Market Positioning
Customer Experience Excellence
Transformation of Sick Unit to A Profitable Entity
PROFESSIONAL EXPERIENCE
Global Head Sales and Services Wrizto Healthcare Pvt. Ltd
Singapore India USA South East Asia Jan’2025 Present
Develop and implement comprehensive global sales and service strategies aligned with the company's vision and business objectives
Lead, mentor, and develop high-performing sales and customer service teams across multiple regions
Establish and maintain key performance indicators (KPIs) for sales, customer satisfaction, service delivery and country specific UAT
Drive revenue growth by identifying new market opportunities and expanding existing client relationships
Collaborate with product development, marketing, and operations teams to ensure coherent customer-focused strategies
Analyse market trends, competitive landscape, and customer feedback to inform strategic decision-making
Oversee the development and implementation of sales forecasting, pricing strategies, and territory management
Ensure consistent service delivery standards and customer experience across all regions
Build and maintain strategic relationships with key clients and partners
Optimize the sales process and customer journey through technology and process improvements
Manage departmental budgets and resource allocation
Report on sales performance, market developments, and service metrics to Board
SteelOnCall Vishakhapatnam, India Chief Marketing Officer
July 2024 Jan’2025
Orchestrated comprehensive digital transformation strategy resulting in 43% quarter- over-quarter revenue growth and expanded market penetration across three continents
Secured $5M in investment capital while strategically diluting only 12% equity, positioning the company for accelerated growth in emerging markets
Designed and implemented innovative B2B/B2C e commerce platform, revolutionizing the steel industry's traditional distribution channels
Established robust supply chain infrastructure across multiple regions, optimizing logistics operations and reducing fulfillment costs by 28%
Cultivated strategic partnerships with key stakeholders in construction, fabrication, and specialty steel sectors, increasing enterprise accounts by 35%
C J Solution Business Services Manila, Philippines & India
Executive Director - Global Business 2022 - 2024
Directed comprehensive business development initiatives across APAC, Africa, and North American markets, resulting in 32% year-over-year revenue growth
Managing Torrent Power’s Entire Customer Complaint, LT Trouble Shooting, Fleet Management, Maintaining SLA, Vendor and outsourcing Partner Management etc.
Secured and managed $180M deal for major infrastructure development project, coordinating complex stakeholder requirements across multiple countries
Established strategic alliances with international healthcare providers, creating new revenue channels in underserved markets
Designed and implemented manpower augmentation strategies for Fortune 500 clients, optimizing resource allocation and reducing operational costs
Spearheaded expansion into renewable energy sector, securing contracts with government entities and private corporations in emerging markets
Principle Steel Consulting New Delhi, India
Chief Marketing Officer 2020 - 2021
Still Detailing market acquisition strategies for specialized engineering services, resulting in significant market share growth in North America and Europe
Developed comprehensive bidding strategies for major infrastructure projects, securing contracts with blue-chip clients and government entities
Redesigned sales training programs and implemented market segmentation strategies, increasing sales team effectiveness by 40%
Established quality assurance protocols that improved client satisfaction metrics by 32% and increased contract renewal rates
Created standardized operating procedures that streamlined project delivery and enhanced cross-departmental collaboration
Metropolitan (JSW Steel) Salem, Tamilnadu Metropolitan Equipment (JSW Steel) Salem Tamilnadu General Manager - Operations 2014 - 2020
Directed comprehensive operations for steel manufacturing facility, overseeing production planning, quality control, and resource allocation
Implemented Lean Six Sigma methodologies that increased production efficiency by 23% while reducing waste by 18%
Negotiated strategic procurement contracts resulting in 15% reduction in raw material costs
Led cross-functional team of 2250+ employees, implementing performance management systems that improved productivity metrics by 30%
Collaborated with government officials to secure special economic zone designation, resulting in significant tax benefits and expansion opportunities
Orchestrated compliance initiatives ensuring adherence to ISO, OHSAS, and environmental regulations, achieving perfect audit scores for five consecutive years
ADROIT FINANCIAL SERVICES Mumbai, India
General Manager - Operations 2008 - 2013
Managed end-to-end back-office operations for multiple international banking institutions including Standard Chartered Bank, Deutsche Bank, and ICICI
Designed and implemented collections strategy that reduced non-performing assets by 22% within 18 months
Directed comprehensive IPO management services, ensuring regulatory compliance and operational excellence
Led 100-seat customer service center, implementing performance metrics and quality assurance protocols that improved customer satisfaction by 56%
Spearheaded technology initiatives including Check Truncation System development, reducing processing times by 65%
ENDEAVOUR AFRICA GROUP Nairobi, Kenya
County Head of Business Development & Strategic Planning 2009 - 2011
Developed and executed market entry strategies for ERP software solutions across East, Central, and West African markets
Created franchise business model that expanded company footprint into Nigeria, Tanzania, Uganda, and Rwanda within 12 months
Established strategic partnerships with local financial institutions, securing contracts for banking and insurance software implementation
Designed risk management framework for operations in emerging markets, ensuring business continuity and profitability
TATA BUSINESS SUPPORT SERVICES Pune, India
Manager - Operations 2008
Managed client account for TATA-AIG General Insurance, overseeing operations for motors and health insurance direct-to-customer channels
Implemented process improvements that increased operational efficiency by 28% and reduced customer complaint rates by 35%
Coordinated cross-departmental initiatives including technology implementation, training development, and quality assurance
TECH MAHINDRA Pune, India
Senior Process Designer (Delivery Manager) 2006 - 2007
Led process design and implementation for British Telecom's Enterprise Management Program, overseeing on-site and off-shore resource coordination
Created ARIS process models for telecom products including MPF, SMPF, and LLU, enhancing operational efficiency
Managed client relationship with British Telecom, ensuring deliverables met quality standards and timeline requirements
Secured additional contracts through effective bidding strategies, contributing 3 million GBP in new business revenue
TATA TELESERVICES & Magus Customer Dialog Delhi, India
Key Relationship Manager 2004 - 2006
Directed customer service operations for multiple telecom circles, managing team of 300 personnel
Orchestrated migration of six telecom circles to centralized service platform, ensuring seamless transition and maintained service levels
Implemented performance management system that improved key metrics by 32% and increased customer retention
ADDITIONAL LEADERSHIP EXPERIENCE
Branch Head - Operations Magus Customer Dialog Pvt. Ltd. 2004
Floor Manager Sri Chaitanya Info Systems Ltd. 2002 - 2004
Project Operations Leader Azure Technology Pvt. Ltd. 2001 - 2002
Customer Service Coordinator SBI Credit Card (GE Capital-SBI JV) 1999 - 2001
Customer Care Coordinator Fascel Ltd. (CELFORCE) 1998 - 1999
Assistant Manager (F&B Operation) Inder Residency 1997 - 1998
EDUCATION & CREDENTIALS
ACADEMIC QUALIFICATIONS
Doctor of Business Administration, Strategic Planning (In Progress)
Master in Psychology
Executive Diploma in Chief Executive Officer, MTF Institute - Lisbon, Portugal
Chief Innovation Officer - Certified By MTF Institute - Lisbon, Portugal
Diploma in Computer Application, Webel Informatics Ltd.
Bachelor of Arts, Economics
Diploma in Hotel Management
Certified Clinical Psychiatry
MBA In Marketing & Strategic Planning
PROFESSIONAL CERTIFICATIONS
1.Certified SCRUM Master
2.ISO 9001:2008 Internal Auditor
3.Six Sigma Black Belt
4.OHSAS 18001:2007 Certified
5.5S Implementation Specialist
6.ARIS Business Process Modelling (British Telecom)
7.Digital Strategy for Brand Marketing
8.Generative AI & Business Intelligence
9.Master in Ethical Hacking
10.Cyber Security Forensic
11.Project Management
12.3D printing
13.Non Profit, Board, Finance, Marketing
14.Digital Strategy for Brand Marketing
15.Generative AI
16.Business Intelligence using Power BI
17.Data Analysis using AI
18.Product Management
19.Online Journalism – Reuters
20.Leadership Skill Assessment
21.3D Printing with Robotics
AWARDS & RECOGNITIONS
Distinguished Member of Task Force for President of the Philippines
Honorary Doctorate in Industrialization Management & Administration (Economics)
Recognition for Best Performing Circle, TNS Customer Satisfaction Survey (TATA Teleservices)
Excellence Award for Process Innovation, Tech Mahindra
LANGUAGES
English (Native), Bengali (Native), Hindi (Professional)
HOBBIES: Cooking – NASA SKY WATCHING - Travelling
MEMBERSHIPS:
Indian Council For Technical Research & Development (Voting)
Indian Chamber of Commerce
Bengal Chamber of Commerce
Giridh Chamber of Commerce
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