Ainul Islam
Chechuri Ketugram Purba Bardhaman
Summary
Team Leader with 10 years in BPO operations at TCS, currently leading a 30-member team on the Dwr Cymru Welsh Water account. Track record of driving quality and delivery performance, developing staff into QA and SME roles, and leading platform migrations (BPM to Genesys to AWS) with zero customer-impacting incidents. Four-time company award winner for leadership and delivery excellence.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Team Leader
TATA Consultancy Services
Kolkata
10.2022 - Current
Dwr Cymru Welsh Water (DCWW) Account | Kolkata, India
- Lead a team of 30 across quality assurance, escalation review, and client delivery for a UK utilities account.
- Led the BPM-to-Genesys and Genesys-to-AWS platform migrations end-to-end, including onshore knowledge transfer and offshore delegation, completed with zero customer complaints.
- Built and rolled out training materials for new hires and ongoing staff development, moving several team members into QA and SME roles.
Subject Matter Expert (SME) & Quality Analyst (QA)
Tata Consultancy Services
Kolkata
10.2017 - 09.2022
Dwr Cymru Welsh Water (DCWW) Account | Kolkata, India
- Progressed from Team Lead track through QA and SME roles before promotion to Team Leader.
- Mentored junior staff on best practices and problem-solving, supporting the team's quality standards.
- Recognized by multiple clients for smooth transition of new processes into offshore operations.
Associate
Tata Consultancy Services
Kolkata
10.2015 - 09.2017
Affinity Water Account | Kolkata, India
- Indexed and routed customer correspondence to the correct queue and team using account-specific transition codes.
- Built relationships with customers by providing friendly customer service.
- Ensured compliance with company safety regulations at all times while on the job.
Education
Bachelor of Arts - Geography Hons
The University Of Burdwan
Kandra R K K Mahavidyalaya , Purba Bardhaman 05.2012 - 03/2015
Higher Secondary -
Ankhona High School (H.S)
Ankhona Ketugram Purba Bardhaman , West Bengal 05.2010 - 05/2012
Secondary Education (M.P) -
Ankhona High School (H.S)
Ankhona Ketugram Purba Bardhaman , West Bengal 04.2009 - 05/2010
Skills
- Team Leadership & Supervision
- Coaching & Mentoring
- Quality Assurance
- Process Migration
- Resource Allocation
- Escalation Management
- Training & Staff Development
- Client Relationship Management
- Advanced Excel & MS Office
- Workflow Optimization
Languages
Bengali
First Language
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Team Leader
TATA Consultancy Services
10.2022 - Current
Subject Matter Expert (SME) & Quality Analyst (QA)
Tata Consultancy Services
10.2017 - 09.2022
Associate
Tata Consultancy Services
10.2015 - 09.2017
Bachelor of Arts - Geography Hons
The University Of Burdwan
05.2012 - 03/2015
Higher Secondary -
Ankhona High School (H.S)
05.2010 - 05/2012
Secondary Education (M.P) -
Ankhona High School (H.S)
04.2009 - 05/2010
Hobbies and Interests
- Cricket
- Volleyball
- Photography
- Videography
- Group Discussions
Disclaimer
To utilize my skills and abilities which are resourceful and innovative can serve your company to best and to establish myself as a successful man.
Awards
- Best Team Leader Award — for effective leadership, team development, and operational performance.
- Star of the Quarter Award — for consistent performance and delivery excellence.
- Star of the Month Award — for outstanding individual contribution.
- Multiple formal Appreciation Notes for project contributions and team performance.
Interests
- Cricket
- Volleyball
- Photography
- Videography
- Group Discussions
Disclaimer
To utilize my skills and abilities which are resourceful and innovative can serve your company to best and to establish myself as a successful man.