Ajoy Chakraborty

• To lead, run, and maintain operations and administration of the Learning and Development vertical for a top global oil and gas client, managing a monthly learning budget of $1 million to $1.5 million.
• Directly and indirectly supervise a diverse team of 35–40 members, ensuring seamless execution across multiple roles and functions.
• Manage Procure-to-Pay projects for over 20,000 learners’ enrollment annually, and over 350 training vendors for 1,500 courses, overseeing a spend exceeding $12 million to $18 million.
• Directing learning analytics, data management, and revenue forecasting, driving data-informed decisions, and operational efficiency.
• Design and implement strategies that resulted in approximately 15% cost savings, process standardization, and productivity enhancements.
• Administering learning portals, and coordinating with cross-functional teams, including content development, IT, and sourcing.
• Engaging with clients to ensure smooth operations, efficiently handling escalations, and variance management.
• Oversaw major projects, such as service transitions, revamping client service portals, cancellation and rescheduling cost-saving projects, and enhancing user experience and operational scalability.
• Mentor and manage a diverse team to achieve operational excellence, and drive employee development.

• Directed the planning and execution of training programs, managing end-to-end client interactions.
• Played a pivotal role in streamlining training operations, leading to a 20% higher training enrollment in 2021 than in 2020.
• Enhanced client satisfaction by implementing tailored solutions and proactive problem-solving strategies, e.g., managing the BCP during COVID, both at NIIT’s end to ensure flawless operation support and the client’s end with flawless training delivery.
• Recognized for successfully handling large-scale accounts, such as Shell.

• Managed day-to-day training operations, ensuring adherence to quality standards and timelines.
• Supervised a team of 15 to 20 members, fostering a culture of accountability and collaboration.
• Contributed to process standardization efforts, resulting in expanding support from the European region to the global level for Shell learners.
• Supported key client accounts, built strong relationships, and achieved recurring business growth.

• Led a team that was managing the backend field engineering admin process for the medical machinery sold to more than 500 hospitals across the USA.
• Analyzing and handling customer queries on various contractual terms and conditions.
• Data management for client, customer account management, parts order management, and service record management.
• Tracking daily service parts inventory and streamlining the smooth logistics reversal process.
• Closely working with business leadership to manage various RFPs to deliver improved and customer-centric services.
• Managing various client-based web portals to support field administration services at the customer site.
• Preparing, publishing, and analyzing various reports and dashboards: customer-specific material consumption report, service parts inventory report with age and cost analysis, and open service request report.
• Managing the monthly associate evaluation system.
• Weekly, monthly, and quarterly client calls and online meetings.

• Preparing various process documents
• Walking through the onboarding process to the new end customers of the client on various contractual and warranty terms and conditions
• Driving various process improvement plans
• Preparing and publishing various reports and dashboards
• Placing and managing service orders from various vendors – issuing Purchase Order, Invoice verification, and forwarding the final invoice to the Accounts Payable Dept
• Coaching and mentoring the team members

• Handling field administration queries over the phone and via email.
• Placing parts orders for shipment from the warehouse to the service site.
• Preparing various reports – Parts order report, Open Service Request report, etc.
• Closing service requests for clients, and coordinating with the Billing Department to raise the invoice to customers.
• Creating various customer access IDs to avail phone tree, parts order, and online technical support.

Handling field administration queries over the phone and via email.

Placing a parts order for shipment from the warehouse to the service site.

Closing of service requests for clients.

• Provided retail customer service and sales support
• Managed store inventory, visual displays, and prepared sales and inventory reports