Aratrika Bhattacharjee

• I hold an overall experience of 8 years in the BPS industry
• I began my journey at Tech Mahindra as a Team Lead in Operations, responsible for managing the Verizon LOB. Through my dedication and performance, I earned a promotion to the role of Operations Manager, starting from October 2022.

Verizon Wireless Messaging :

• Responsible for managing operations and leading a team in the Verizon LOB
• Achieved an average PLI of 158% annually
• Created and managed employee schedules, addressing individual requests and requirements
• Address and resolve customer concerns, maintaining brand loyalty and increasing customer satisfaction ratings
• Trained new hires to perform cross-training exercises with experienced workers.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Collaborated with the managers to develop initiatives aimed at motivating the team, resulting in enhanced productivity and a consistent track record of exceeding performance targets.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Facilitated weekly meetings to effectively communicate and discuss any issues, as well as establish and communicate weekly goals. Actively addressed and resolved employee questions, concerns, and queries during these sessions.

Verizon Wireless Voice :

• Successfully facilitated the ramp-up process for a batch of 70 employees, ensuring a smooth onboarding experience and enabling them to quickly adapt to their roles and responsibilities. Implemented effective training and orientation programs to facilitate their integration into the team and maximize their productivity.
• Due to my tenure and exemplary performance as ,I was selected to oversee the Nesting process starting in January. This role allowed me to leverage my experience and expertise to ensure a seamless transition for new team members and optimize their performance through comprehensive training and support.
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Coach and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics: One Resolution 7 day , NVPH, Rep Success
• Actively participated in the Mentor-Mentee program, serving as a valuable link between the Training and Production teams. Through this role, I provided guidance, support, and knowledge transfer to mentees, helping them bridge the gap between their training and actual production work.
• Started working as an acting operations manager in October 2022

Achievements:

• Recognized and honored as the recipient of the Best Operations Manager award for outstanding performance in the first quarter of 2023.
• Acknowledged and presented with the prestigious Best Team Lead award for the period of 2021-2022.
• Received client appreciation for maintaining a consistent high Customer Satisfaction (CSAT) score and delivering exceptional results on a day-to-day basis.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

• I hold an overall experience of 4 years 7 months in Wipro BPS
• I joined Wipro BPS as an associate, in the first 3 years I was part of HP desktop /Laptop and HP laser jet printers
• We used to take care of all technical requirements of customers dialing from Canada and USA
• I always aspired to lead a team and meet client requirements and help the organization to reach new heights
• I got selected as a Team Leader for Google Adwords, and I moved from Kolkata to Hyderabad on 16th July 2018
• Since then I handled a team of 24 members , meeting all client based requirements
• I had gathered profound knowledge in Google policies
• Achievements at Wipro:
• Creating an inspiring team environment with an open communication culture
• Setting clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities