Open To Work
BHASKAR CHAKRABORTY
Service Delivery Manager
Kolkata,WB
Work Preference
Summary
Dynamic Program Manager with extensive experience at mjunction services Ltd, excelling in service delivery management and client support. Proven track record in orchestrating successful program implementations and enhancing operational efficiency. Skilled in Microsoft Office Suite and analytical thinking, driving significant improvements in project outcomes and client satisfaction.
Overview
23
23
years of professional experience
Work History
Program Manager
mjunction services Ltd
07.2022 - Current
- Handling Loyalty Application for Bangur/Shree Cement (Preparation of BRD/Wireframe, Fore looking Developmental activities with tech team, Testing, UAT, Deployment (Android & IOs), Post deployment operational activities, Stock/Sales Automation, Redemption Activities.
- Handling online store operations for Vedanta and TSML.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Developed and maintained logistics workflows, procedures and reports.
- Preparation BRD, Daily Activity Tracker & Billing MIS.
- Conducting Demonstrations & UAT's post deployment of each module.
- Having a Feasibility check for any Change Requests & proposing a timeline for the completion of the same.
- Complete understanding of the UI/UX, product categories & Pricing structure for each category & passing the same to cross functional teams for development.
Service Delivery
Mjunction Services Ltd
Kolkata
04.2018 - 06.2022
- Supervised operations of 24-hour customer service desk staffed by 10 team members.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Requirement study for preparing PR to PO template for e-bidding purpose.
- Preparing templates based on requirement analysis & implementing the same.
- Hand holding & Adoption of portal for all buyer users.
- Providing assistance & training to Help Desk team for customer support.
- Implementing any modifications in templates as suggested by buyer user.
- Working with technical team at tandem to resolve bug fixes.
- Successfully Implemented e-procurement applications in TATA METALIKS, Bhubaneshwar Power Private Ltd, MRF, Voltas Dubai/India, PGCIL & TATA Realty, GSML & IBBI.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Coordinated new hire recruitment, training and development.
- Facilitated completion of deliveries and verified documentation.
- Implemented and supported Procurement cycle at client site.
- Coordinated and led internal and external site team.
Account Manager
Mjunction Services Ltd
Kolkata
04.2017 - 03.2018
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- MIS maintenance, Mandate/Invoice/PO/Service Entry creation for billing/revenue for all EPS Clients.
- Co-ordination with BJ team for conducting Reverse Auction events for EPS Clients.
- Account Management for SAIL ISP, ASP, BHEL ROD Eastern Region, BHEL Power Sector (Eastern Region), SAIL RMD & WBPDCL.
- Visit to BHEL/PGCIL/SAIL for tender floating/opening, addressing their concerns/grievances & creating new business opportunities from the existing set of accounts.
- Evaluate vendor challenges in terms of tender participation & conduct structured review meetings to address the same.
- Performance review of 'TATA business services' & Service delivery team in terms of vendor registration & Customer Satisfaction.
Team Leader
Mjunction Services Ltd
Kolkata
09.2013 - 03.2017
- Leading a team of 10 associates/Sr Associates in resolving technical issues & customer support for public sector unit's viz BHEL, SAIL, HCL, ACBIL & PGCIL.
- Handling Escalations arising due to non-response of Helpdesk team & maintaining the target at.
- Driving Innovation/Teamwork from Helpdesk team to enable Helpdesk to enable SMART work & reduction in cost.
- Ensuring proper and error free reports are sent to clients/CRMs/Management on a daily/weekly/monthly basis.
- Taking responsibility for incident management & request fulfillment on Service Desk & Resolution of issues.
- Visiting Client Locations & assisting them in various e-procurement activities.
- Increasing trend in supplier satisfaction index. Built strong relationships with customers through positive attitude and attentive response.
Administrator
British Council
Kolkata
06.2010 - 03.2012
- Administering IELTS examination for Eastern India region (Kolkata, NJP, Bhubaneshwar & Patna).
- Managing UK school Board exams at Calcutta International (GCSE's, IGCSE's).
- Managing the entire administrative exercises for all professional & British University Exams (MRCS, MRCP, FRCS, MRCPCH, University of London, Leeds, Kings, Gordon, CFA, ACCA, CIMA).
Senior Executive/CHASE Delinquent route
COGNIZANT TECHNOLOGY SOLUTIONS
Bangalore
06.2009 - 06.2010
- Manning mortgage process of a leading bank in US (CHASE) and handling Delinquent Research in Loan Administration Solutions.
- Determining tax liability on the part of the client / borrower after verifying all related documents and credentials using FA I vault, CHASE I Vault, Customer Care Workbench, Oracle R3, Eagle1.
- Identifying exact geographic location of property in terms of county, city, block using maps and other tools.
- Adhering to Standard Operating Procedure in the floor to ensure that the quality standards are met at as per the Service Level Agreement.
- Participating in process improvement initiatives to ensure smooth flow of transactions in accordance with the policies, procedures and agreed standards.
- Liaising with client bank and borrowers to obtain amendments and cancellation requests on payment instructions.
Senior Collections Expert
DELL FINANCIAL SERVICES
Bangalore
11.2007 - 02.2009
- Handled collection of lease amount from Hospitals and Government Schools & Public Offices, where Dell's products are deployed.
- Prepared invoices, disbursed it to the lessees and followed up effectively to receive dues on time.
- Researched unidentified funds, Scrutinized cheques with incomplete details and carried out meticulous research to remit the amount in the right account.
- Consolidated MIS reports using various tools such as Allison - 24 Carat, Info Lease, Fusion Tool, SMB Case Tracker and CADET.
- Participated in inter departmental meetings to improve processes and solve inter departmental queries and issues.
Senior Associate (Inbound)/WFM Analyst
ADITYA BIRLA MINACS
Bangalore
08.2005 - 02.2006
- Handled the Customer Support Operations of Capital One Bank's Credit Card process.
- Addressed various issues, queries, complaints aired by customers and resolved them at the earliest.
- Escalated unscheduled issues to higher officials for further process and further followed up to ensure timely resolution.
- Delivered premium service to customers and maintained the organizational standards and achieved customer delight.
Customer Care Executive
EXL Services
01.2005 - 08.2005
- DELL Collections Process (U.S. Outbound calling.
Field Sales
STF - CROSLANDS
01.2003 - 01.2005
- Specialty Division (Dermatology & Orthopedic)
Education
Master's Degree - Microbiology, Biochemistry & Immunology
St. Thomas College, Pt. Ravi Shankar Shukla University
Raipur, CT05-2003
Bachelor's Degree - Microbiology, Biochemistry & Immunology
St. Thomas College, Pt. Ravi Shankar Shukla University
Raipur, CT05-2001
Post Graduate Diploma - Hospital Administration
Apollo Hospitals
Bengaluru, KADiploma - Computer Programming & Applications
NIIT
BhilaiSome College (No Degree) - Logistics And Materials Management
IIMM
KolkataSkills
- Microsoft Office Suite
- Client service and support
- Product solutions
- Service delivery management
- Account and operations management
- Performance metrics
- Employee evaluation strategies
- Analytical thinking
- Project implementation and oversight
- New client acquisition
Hobbies and Interests
- Active volunteer of Help-age India, Save the Children, TATA Engage & Greenpeace.org.
- Took weekly classes for e-junction (A Platform for the underprivileged youth to garner e-literacy & basic communication skills and also creating employability for the trainees).
Languages
Bengali
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Program Manager
mjunction services Ltd
07.2022 - Current
Service Delivery
Mjunction Services Ltd
04.2018 - 06.2022
Account Manager
Mjunction Services Ltd
04.2017 - 03.2018
Team Leader
Mjunction Services Ltd
09.2013 - 03.2017
Administrator
British Council
06.2010 - 03.2012
Senior Executive/CHASE Delinquent route
COGNIZANT TECHNOLOGY SOLUTIONS
06.2009 - 06.2010
Senior Collections Expert
DELL FINANCIAL SERVICES
11.2007 - 02.2009
Senior Associate (Inbound)/WFM Analyst
ADITYA BIRLA MINACS
08.2005 - 02.2006
Customer Care Executive
EXL Services
01.2005 - 08.2005
Field Sales
STF - CROSLANDS
01.2003 - 01.2005
Master's Degree - Microbiology, Biochemistry & Immunology
St. Thomas College, Pt. Ravi Shankar Shukla University
Bachelor's Degree - Microbiology, Biochemistry & Immunology
St. Thomas College, Pt. Ravi Shankar Shukla University
Post Graduate Diploma - Hospital Administration
Apollo Hospitals
Diploma - Computer Programming & Applications
NIIT
Some College (No Degree) - Logistics And Materials Management
IIMM