Bidhya Chettri
Kolkata
Summary
A highly motivated and results-driven service management leader with over 16 years of experience in managing and leading various Operational and Service teams. Proven track record of improving service delivery, enhancing customer satisfaction, and driving operational efficiency. Adept at strategic planning, team development, and implementing best practices to achieve organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager – Client Services
British Telecom
08.2022 - Current
- Led a team of Service Management Professionals, overseeing daily operations and ensuring high-quality service delivery.
- Developed and implemented service management strategies that improved customer satisfaction.
- Managed budgets and resources, achieving cost savings of 400K GBP through process optimization, cost transformation and efficiency improvements.
- Collaborated with cross-functional teams to drive service innovation and continuous improvement.
- Conducted regular performance reviews, providing coaching and development opportunities for team members.
Service Manager
British Telecom
05.2021 - 08.2022
- Managed one of the premium customers for the organization end to end.
- Managed Incident, Change, Problem and Capacity for the customer.
- Implemented service improvement initiatives.
- Analysed service metrics and customer feedback to identify areas for improvement.
- Coordinated with other departments to resolve complex service issues and enhance overall service quality.
- Trained and mentored new hires, fostering a culture of excellence and continuous learning.
Senior Group Leader - Operations
Wipro
04.2014 - 11.2016
- Managed the Customer Service for billing process.
- Administered a team of approximately 180 Associates with 8 Front Line Managers and 16 Subject Matter Experts.
- Led Quality Campaigns and process improvement programs to ensure customer satisfaction.
- Overall Span management and development.
- Mentored and managed Team Managers and SMEs.
- Analysed reports - process dashboards, team performance reports for training need identification and Corrective Action Plan.
- Ensured Training compliance as per standards set by Clients/Customers.
- Responsible for performance management for the Managers, Coaches and Associates for the account.
- Led Resolution Desk Team for the process.
- Ensured all KPIs are achieved and exceeded.
- Drove Quality Campaigns and process improvement to ensure customer satisfaction.
Quality Lead - Operations
Wipro
03.2011 - 04.2014
- Managed a team of over 35 Quality Auditors.
- Presentations on behalf of Operations & Quality for new clients.
- Provided process flaws and opportunity areas.
- Conducted Time & Motion studies to arrive at appropriate productivity.
- Developed and drove change within the business via Service Development Improvement Plans.
- Participated in weekly meetings, address key performance concerns, and follows-up on action plans to drive performance.
Quality Auditor
Wipro
03.2008 - 03.2011
- Performed checks and quality audits for operational transactions.
- Performed Root Cause Analysis.
- Provided Operational teams insights about the performance and compliance trend.
Customer Service Executive
Wipro
09.2004 - 03.2008
- Managed the Customer Service – Voice & Non-Voice.
- Ensured that customer satisfaction and other score targets are achieved.
Education
Bachelor of Arts, Honours - English
Calcutta University
08.2002
Skills
- Service delivery management
- Leadership development
- Strategic development
- Client relationship building
- Operational efficiency enhancement
- Financial budget oversight
- Performance evaluation
- Interdepartmental teamwork
Affiliations
Member, Service Desk Institute (SDI), 2021 – Present
Certification
- ITIL V4, People Cert, January 2023
- PRINCE2 Foundation (6th Edition), People Cert, October 2024
- A+ Certification, CompTIA, 2007
Timeline
Manager – Client Services
British Telecom
08.2022 - Current
Service Manager
British Telecom
05.2021 - 08.2022
Senior Group Leader - Operations
Wipro
04.2014 - 11.2016
Quality Lead - Operations
Wipro
03.2011 - 04.2014
Quality Auditor
Wipro
03.2008 - 03.2011
Customer Service Executive
Wipro
09.2004 - 03.2008
Bachelor of Arts, Honours - English
Calcutta University
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