Biswajit Paul
Bangalore
Summary
Nearly 13 years of customer and IT service experience for various projects. Track record of managing relationships for running successful operations & developing procedures and service standards for operations excellence. Proven track record of setting out standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA. Proficient in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Gained a reputation of heading Transition Projects; amplified the operational capabilities in line with trends and developments to maintain the leadership position of the company; a strategist, visionary & advisor optimizing operational efficiency. Effectively monitored delivery of service, achieved satisfaction levels of 92%. Experienced in managing the overall Customer Support Operations while ensuring maximum customer satisfaction by providing them with service/technical assistance and achieving delivery & quality service norms. Managed daily business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management. Competent in managing & helping on day-to-day technical operations along with operating technology solutions in a complex environment. Exceptional communication and collaboration skills with proficiency at grasping new concepts quickly and utilizing the same in a productive manner.
Overview
13
13
years of professional experience
Work History
Project Management Lead
Mphasis
BANGALORE
01.2012 - Current
- Managing daily operations, driving KPIs and agreeing SLAs for 35 FTEs
- Analyzing performance of Service Desk activities and documenting resolutions, identifying areas for improvement, and delivering solutions to enhance quality of service and prevent future service delivery quality issues
- Driving performance analysis and developing strategies for improvement
- Steering efforts towards monitoring and managing incidents and requests queue
- Delivering high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
- Monitoring overall functioning of processes, identifying improvement areas & implementing adequate measures to maximize customer satisfaction level
- Maintaining high level CSAT & NPS score
- Setting out quality standards for various operational areas, ensuring high-quality experience, while adhering to SLAs and work processes
- Assessing feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher metrics
- Rendering high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems
- Conducting weekly discussion with the management team about team performance, action plans for better performance
- Engaging in client engagement on monthly/weekly basis to improve Customer Experience Score, Quality Scores, FCR and Retention Rate.
Customer Support
Aegis
Bangalore
12.2011 - 09.2012
- Helping the Airline customers with their ticketing and general questions
Education
BTech -
GIET
Gunupur, Orissa07-2011
Skills
- Technical Support Service Desk
- Problem Management
- Transition & Process Management
- Quality Service Delivery
- Customer Service Management
- SLA & Performance Management
- Escalation Management
- Active Directory Maintenance
- Operations Management & Excellence
- Team Building & Leadership
- Windows OS 10/11
- MS Office Tools
- Decisive Leader
- Communicator
- Motivator
Accomplishments
- Felicitated with Summit Award several times during the journey with Mphasis.
- Summit Award for being the best manager for IT service desk in 2024.
- Received good client reviews and accolades without any complaints.
- Attained highest scores among all managers for employee survey scoring 9.2/10.
Hobbies and Interests
- Listening to music
- Singing
- Create YouTube videos
Languages
- English
- Hindi
- Bengali
- Assamese
- Oriya
- Kannada
Personal Information
- Date of Birth: 04/02/86
- Nationality: Indian
- Marital Status: Married
Timeline
Project Management Lead
Mphasis
01.2012 - Current
Customer Support
Aegis
12.2011 - 09.2012
BTech -
GIET