Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative
BASUDEB MANDAL

BASUDEB MANDAL

Operation Manager
Hyderabad,TS

Summary

Accomplished operation manager with a successful history of guiding teams towards meeting company objectives. Skilled in optimizing procedures and boosting team efficiency through strategic leadership. Recognized for promoting teamwork and achieving outcomes by utilizing exceptional communication and analytical abilities.

Overview

24
24
years of professional experience
3
3
Languages

Work History

Senior Group Leader -Operations

Wipro Ltd.
05.2022 - Current
  • Company Overview: Renowned Transportation & ride-sharing technology company
  • Managing a complete LOB (ULP) while also being a part of Aurora operations
  • Ensuring SLA adherence, service delivery, and mentoring teams to improve performance metrics.
  • Attending delivery review calls with clients, managing escalations, and analyzing performance data to identify trends and improvement areas.
  • Successfully managed client tool transition in Aurora process
  • Addressing people (leave, salary etc.) related issues on an urgent basis to avoid business impact.
  • Control shrinkage and attrition percentage to avoid billing loss.
  • Timely calculation & raising requisition for backfilling with the hiring team to avoid loss of production hours.
  • Implement continuous improvement initiatives to enhance quality and customer satisfaction (Vendor scorecard).
  • Renowned Transportation & ride-sharing technology company

Group Leader (Assistant Manager)

Wipro Ltd.
05.2020 - 05.2022
  • Company Overview: Renowned social media – Content moderation
  • Managed daily shift operations, ensuring smooth queue management and production target achievement.
  • Conducted RCA analysis to improve team performance, shared accuracy scores, and provided feedback to enhance process understanding.
  • Renowned social media – Content moderation

Team Leader

Cognizant Technology Solutions India Pvt. Ltd.
09.2017 - 04.2020
  • Company Overview: Renowned social media
  • Managed shift operations and queue management, supporting team production during shift hours.
  • Conducted quality audits and performance management to improve team accuracy, productivity, and overall progress (Content moderation).
  • Renowned social media

Team Leader

Wipro Ltd.
11.2016 - 09.2017
  • Company Overview: Trust & Safety – Ad Reviews
  • Managed a team of 30 L1 reviewers for quality assurance and productivity management.
  • Shift Management and maintaining SL (Queue Management).
  • Conducted BQ management for performance outliers and submitted daily performance reports to senior managers.
  • Trust & Safety – Ad Reviews

Team Leader

Wipro Ltd.
05.2016 - 10.2016
  • Company Overview: Renowned Search engine company
  • Led a team of 25 L1 reviewers focusing on customer experience, quality, and productivity metrics.
  • Coordinated with the training team for TNI and process updates during transitions.
  • Renowned Search engine company

Technical Support Associate & Quality Analyst (L2)

Wipro Ltd.
02.2011 - 04.2016
  • Company Overview: HP APAC
  • Audited calls, implemented process improvements, and ensured knowledge transfer to improve customer service quality.
  • HP APAC

Senior Technician

Wipro Ltd.
04.2008 - 02.2011
  • Company Overview: IPG & Notebook - Dispatch
  • Verified troubleshooting steps and coordinated product repair/replacement, maintaining quality standards.
  • IPG & Notebook - Dispatch

Customer Service Associate

First source Solutions Ltd.
07.2007 - 02.2008
  • Company Overview: Renowned Indian Private Bank
  • Resolved customer queries and ensured smooth shift operations, conducting quality checks and preparing monthly team performance reports.
  • Renowned Indian Private Bank

Customer Care Executive

Limtex Infotech
11.2006 - 06.2007
  • Called potential customers in the UK for lead generation in mortgage and XLN Telecom sales.
  • Ensured high-quality customer interactions and met lead generation targets.

Customer Care Executive

Limtex Infotech
01.2006 - 09.2006
  • Called potential customers in the UK for lead generation in mortgage and XLN Telecom sales.
  • Ensured high-quality customer interactions and met lead generation targets.

Marketing Executive

Five Dimension Computers Pvt. Ltd.
04.2001 - 02.2003
  • Company Overview: HP Products
  • Worked with HP authorized partner & represented HP in government and private institutions for marketing and selling computer products and services.
  • Developed marketing strategies, participated in bidding processes, and maintained long-term customer relationships.
  • HP Products

Education

MBA - Marketing

Institute of Engineering & Management

B.Sc. - Math

Burdwan University

Skills

Operational efficiency management

Accomplishments

  • Continuous Improvement, 06/01/23, Received certificates for successfully leading CI Projects on quality improvement.
  • Star Performer of the Month, 12/01/18, Awarded for leadership and team-building qualities.
  • Leading-Edge Team Lead (Quarterly), 03/01/19, Awarded for leadership and team-building qualities.

Timeline

Senior Group Leader -Operations

Wipro Ltd.
05.2022 - Current

Group Leader (Assistant Manager)

Wipro Ltd.
05.2020 - 05.2022

Team Leader

Cognizant Technology Solutions India Pvt. Ltd.
09.2017 - 04.2020

Team Leader

Wipro Ltd.
11.2016 - 09.2017

Team Leader

Wipro Ltd.
05.2016 - 10.2016

Technical Support Associate & Quality Analyst (L2)

Wipro Ltd.
02.2011 - 04.2016

Senior Technician

Wipro Ltd.
04.2008 - 02.2011

Customer Service Associate

First source Solutions Ltd.
07.2007 - 02.2008

Customer Care Executive

Limtex Infotech
11.2006 - 06.2007

Customer Care Executive

Limtex Infotech
01.2006 - 09.2006

Marketing Executive

Five Dimension Computers Pvt. Ltd.
04.2001 - 02.2003

B.Sc. - Math

Burdwan University

MBA - Marketing

Institute of Engineering & Management

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