Abhijit Das
New Delhi
Summary
Professional with 21 years in the outsourcing sector, specializing in end-to-end operations and client relationship management. Demonstrated ability to drive profitability and develop effective teams. Committed to achieving operational excellence and business growth through process optimization. Aiming to utilize extensive industry expertise for impactful contributions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Group Manager - Operations
WNS Global Services
New Delhi
05.2024 - Current
- Managed US-based verification process with 180-member team, focusing on KYC and fraud assessment.
- Established client relationships through effective service delivery operations and stakeholder management.
- Identified and mitigated early-stage delivery risks to ensure project success.
- Set in-house quality standards, enhancing customer experience and adhering to service levels.
- Explored and implemented new processes for operational improvements.
- Reduced attrition by developing career advancement and incentive programs.
- Scheduled with the workforce management team to meet baseline service delivery requirements.
- Reviewed business scorecards, implementing action plans for performance improvement.
Sr. Process Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2023 - 04.2024
- Working as Operations Manager, time management and coaching with quantifying results & adaptability had been my key responsibilities.
- Managing a team of 130 FTEs, dedicated for inbound volume across all channels (Voice, Email & Chat), with the defined targets of: 90% SDR (Same Day Resolution), 93% Quality, 95% SLA (Answered Level)
- Effectively communicating and articulating client requirements to the analysts
- Ensuring day-to-day targets are met and meeting minutes are covered
Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2022 - 04.2023
Deputy Manager Operations
Personiv Contact Centers India Pvt. Ltd.
07.2016 - 03.2022
Asst. Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2010 - 06.2016
Lead Process Trainer
IBM Daksh Business Processes
04.2006 - 03.2010
- Deliver New Hire Training batches and client specified training programs
- Transition to OPS through OJT and refresher sessions for tenured team members
- Constantly updating training modules as per updates from clients
- Take ownership of NHT performance under 0 to 90 days (OJT Program)
- Designing training plotter for smooth delivery of training modules on-time
- Attend calibration sessions and work on process improvement plans
- Joined as CCS for an airline process, I was promoted as a Trainer in 4 months
Customer Support Specialist (Operations)
IBM Daksh Business Processes
12.2005 - 03.2006
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Prepared daily activity reports summarizing activities related to customer support requests.
Education
Bachelor of Arts - Economics
Indira Gandhi National Open University
01.2004
High School Diploma -
Anugrah Narayan College
Patna01.2000
Completed schooling - ICSE Board
Don Bosco Academy
Patna01.1998
Skills
- Project management
- KYC compliance
- Fraud assessment
- Process improvement
- Team leadership
Websites
Certification
- Robotic Process Automation (RPA)
- The Catalyst Program
- Dip. Computer App.
- OD Trainings
- Master Trainer Certification
Languages
English
Proficient (C2)
C2
Hindi
Elementary (A2)
A2
Bengali
Elementary (A2)
A2
Timeline
Group Manager - Operations
WNS Global Services
05.2024 - Current
Sr. Process Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2023 - 04.2024
Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2022 - 04.2023
Deputy Manager Operations
Personiv Contact Centers India Pvt. Ltd.
07.2016 - 03.2022
Asst. Manager Operations
Personiv Contact Centers India Pvt. Ltd.
04.2010 - 06.2016
Lead Process Trainer
IBM Daksh Business Processes
04.2006 - 03.2010
Customer Support Specialist (Operations)
IBM Daksh Business Processes
12.2005 - 03.2006
Bachelor of Arts - Economics
Indira Gandhi National Open University
High School Diploma -
Anugrah Narayan College
Completed schooling - ICSE Board
Don Bosco Academy
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