Ashish Gopal Banerjee
Associate Delivery Head
Kolkata,West Bengal
Summary
Business Leader with Multi-Vertical Experience of 21 Years (with 15+ Years in various Managerial and Leadership Roles) in International Technical Support for Desktops & Laptops, DTH Services, Telecom, Outbound Survey Monitoring Teams, Inbound and Outbound Contact Center Operations, Back Office Operations, Email Support and managing premium E-Commerce Clients. A staunch believer of pillars of 3Ps: "People, Process & Profitability".Dedicated BPM professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
22
22
years of post-secondary education
9
9
Certifications
Work History
Associate Delivery Head
Techmahindra Ltd
04.2019 - Current
- Head of Operations of a large business spread across 5 locations with headcount of 1500+
- Transitioning and setting up of a large E-Commerce Business at Kolkata
- Inbound Contact Center Management along with Business KPI Delivery of Specialized Premium Customer Contact Center Delivery Management
- Back Office Email and Service Request Management for Premium Business and Omni Channel Touch Points
- Partnering with the clients for removal of break points and friction in customer journeys
- P&L Ownership of Business Span with accountability of – Revenues, Cost & Margins, Service Delivery, Customer Care & Retention and generating additional revenue streams for business
- Ensured profitability of the business within constraints of Pandemic
- Best Customer CSAT ratings for all the businesses handled
Lead Manager Operations
Techmahindra Ltd
04.2018 - 03.2019
Manager Operations
Techmahindra Ltd
01.2016 - 03.2018
Senior Operations Manager
MINACS Pvt Ltd
10.2014 - 12.2015
Senior Manager Operations
Teleperformance India
03.2012 - 10.2014
Manager Operations
Techmahindra Ltd
07.2011 - 03.2012
Assistant Manager Operations
Techmahindra Ltd
05.2009 - 06.2011
Assistant Manager Operations
Aegis Ltd
12.2008 - 05.2009
Group Leader
Wipro Ltd
12.2004 - 09.2008
Lobby Manager
The Hotel Hindustan International
09.2003 - 11.2004
Front Office Assistant
The Taj Residency Ummed
12.2002 - 09.2003
Education
MBA - Human Resources Management
Symbiosis Center For Distance Learning
Pune 07.2006 - 07.2008
Diploma - Hotel Management
Hotel Management Catering And Applied Nutition
Durgapur 07.2000 - 07.2003
Bachelor of Arts - Economics
Shivaji College
Delhi University 07.1996 - 07.1999
10+2 - Science Education
Mount Assisi School
Bhagalpur, Bihar 04.1994 - 03.1996
10th - ICSE Board
Mount Assisi School
Bhagalpur, Bihar 04.1982 - 04.1994
Skills
Strategic Account Management
Accomplishments
"ACE AWARD" for Consistently Excelling in Performance for FY 17-18/18-19/22-23/23-24 (ACE: Associates Consistently Excelling)
Best Manager Award for Q4 FY 23-24
Best People Manager-"Guru" Award for Q3 Fy 23-24
BEST AM (Account Manager) Certified by Teleperformance USA
"Best Managed Campaign" award in 2012 in Teleperformance India
Nominated for "Best People Manager" award by Economic Times and TechMahindra in 2020
Won "Best Manager" Award in TechMahindra
Won "Rising Star" Award in TechMahindra
Location Council Award for the "Best Process of Kolkata Location" in Annual Awards
"STAR Award" for Most Unique Process of the Year in 2018
Languages
English
Advanced
Hindi
Advanced
Bengali
Upper intermediate
Certification
SIX SIGMA GREEN BELT
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
English Literature
Teaching
Timeline
Introduction to Prince 2 and Agile
10-2020
DRUPAL_Build Your Own Online Store(UDEMY)
10-2020
ITIL 4 Foundation (Techmahindra)
10-2020
Robotic Process Automation-An Overview, (Udemy)
10-2020
DevOps Essentials(UDEMY)
09-2020
Software Development Lifecycle and Methodologies (Udemy)
07-2020
Associate Delivery Head
Techmahindra Ltd
04.2019 - Current
Lead Manager Operations
Techmahindra Ltd
04.2018 - 03.2019
Manager Operations
Techmahindra Ltd
01.2016 - 03.2018
COPC HPMT
06-2015
Senior Operations Manager
MINACS Pvt Ltd
10.2014 - 12.2015
BEST AM (Account Manager)
01-2013
Senior Manager Operations
Teleperformance India
03.2012 - 10.2014
SIX SIGMA GREEN BELT
01-2012
Manager Operations
Techmahindra Ltd
07.2011 - 03.2012
Assistant Manager Operations
Techmahindra Ltd
05.2009 - 06.2011
Assistant Manager Operations
Aegis Ltd
12.2008 - 05.2009
MBA - Human Resources Management
Symbiosis Center For Distance Learning
07.2006 - 07.2008
Group Leader
Wipro Ltd
12.2004 - 09.2008
Lobby Manager
The Hotel Hindustan International
09.2003 - 11.2004
Front Office Assistant
The Taj Residency Ummed
12.2002 - 09.2003
Diploma - Hotel Management
Hotel Management Catering And Applied Nutition
07.2000 - 07.2003
Bachelor of Arts - Economics
Shivaji College
07.1996 - 07.1999
10+2 - Science Education
Mount Assisi School
04.1994 - 03.1996
10th - ICSE Board
Mount Assisi School
04.1982 - 04.1994
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