AVIJEET BHATTACHARJEE
Delivery Manager - HealthCare&Finance
Bengaluru
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
1
1
Certification
2
2
Languages
Work History
Delivery Manager
Kyndryl
01.2017 - Current
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Reviewed established business practices and improved processes to reduce expenses.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Developed and maintained knowledgeable and productive team of employees.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources effectively to avoid unnecessary delivery delays.
- Fielded customer questions and complaints and rectified issues.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
- Mentored junior team members to develop their skills and advance within the organization.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Supported customers via telephone, email and at sites to handle escalations and product concerns.
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Led cross-functional teams to achieve project goals on time and within budget.
Team Manager
Sutherland Global
05.2015 - 01.2016
- Facilitated meetings to communicate team performance goals and results.
- Coordinated team collaboration to share ideas and build best practices.
- Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
- Created and implemented forward-thinking initiatives to improve employee engagement.
Technical support Manager( Global)- (Reporting to Sr Director )
VMware Software Pvt. Ltd
01.2010 - 08.2014
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Tracked KPIs and created continuous improvement plans.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Developed and implemented training initiatives for new hires.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Team Manager
HP Global Soft Pvt. Ltd.
01.2010 - 08.2014
- Oversee the day-to-day operations of non-voice processes, including email support and chat support
- Lead a team of 75 employees, providing guidance, training, and performance feedback to ensure productivity and quality standards are met.
- Develop and implement operational strategies to streamline processes, improve efficiency, and reduce costs.
- Monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.
- Collaborate with cross-functional teams to optimize workflows and enhance customer satisfaction.
- Conduct regular audits to ensure compliance with company policies and procedures.
- Analyze data and generate reports to inform decision-making and drive continuous improvement initiatives.
Unit Manager
AOL Time Warner
07.2002 - 06.2006
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Facilitated meetings to communicate team performance goals and results.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
Education
Bachelor of Engineering - Mechanical Engineering
RVCE
Bengaluru, India 04.2001 -
Skills
Customer Service
Customer Satisfaction
Team Collaboration
Critical Thinking
Interpersonal Skills
Service Level Agreement Management
Organizational Skills
Customer Engagement
Client Relationship Management
Team building
Relationship Building
Interpersonal Communication
Customer Relationship Management
Accomplishments
- Collaborated with team of 7 engineers and 2 Leads in the development of contact center in CostaRica for VmWare.
- The successful completion of the data center migration project marked a significant milestone to the organization, demonstrating the ability to adapt to evolving technology requirements and infrastructure needs. The significant cost savings added to extension of the contact with the company
Certification
Azure 900
Timeline
Azure 900
10-2023
Delivery Manager
Kyndryl
01.2017 - Current
Team Manager
Sutherland Global
05.2015 - 01.2016
Technical support Manager( Global)- (Reporting to Sr Director )
VMware Software Pvt. Ltd
01.2010 - 08.2014
Team Manager
HP Global Soft Pvt. Ltd.
01.2010 - 08.2014
Unit Manager
AOL Time Warner
07.2002 - 06.2006
Bachelor of Engineering - Mechanical Engineering
RVCE
04.2001 -
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