Summary
Overview
Work History
Education
Skills
Interests
Websites
Timeline
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Biswanath Das

Biswanath Das

Gurugram

Summary

L&D and Operations lead with extensive BPO experience leading large, cross-functional teams in high-performance customer service environments.

Overview

18
18
years of professional experience

Work History

Business Interlock Associate Manager

Accenture
06.2022 - Current
  • Managing training operations for large and globally diverse teams for customer service delivery and operations for B2B and B2C portfolios
  • Analyze effectiveness of training programs (new hire & continuous education) at all levels and recommend improvements
  • Ensuring client essential trainings and courses are delivered effectively
  • Interviewed to identify new hires agents and trainers and upskilled them to clear client certification

Assistant Manager - Operations

Accenture
12.2018 - 05.2022
  • Managing operations for large spans spread across multiple geo-locations to deliver SLA and client delight
  • Knowledge management and transfer while setting up new projects and delivering on service levels
  • Reviewing project's/team performance with internal stake holders and clients, ensuring continues improvement, visibility and timely delivery of contractual KPI's
  • Conceptualize, build, deploy and manage robust delivery solutions liaising with support teams (L&D, IT, HR, and Admin)

Team Lead - Operations

Concentrix
08.2015 - 11.2018
  • Assisted in setting up and managing multiple B2C projects/portfolios with both international and domestic clients in telecom sector

Team Leader - Service Delivery

eClerx
05.2012 - 07.2015
  • Team handling for B2B process and overlooking/shadowing QA and reporting team

Technical Support Representative

Dell International Services
08.2011 - 05.2012
  • Technical support executive for Dell computers for customer's who fall in the first 90 days of purchase

Customer service representative

Genpact
01.2008 - 07.2011
  • Customer service representative for GE (later Santander) credit cards which were offered to UK store customers, like Harrods, House of Frasers, Debenhams, Toys are Us

Education

B. COM -

Utkal University
Bhubaneswar, Odisha

Skills

  • Analytical problem solver
  • Interviewing and prescreening
  • Relationship cultivation and retention
  • Strategic planning
  • Coaching and mentoring
  • Interpersonal and client communications
  • Training and mentoring
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Interests

Adv Traveler, Biker

Timeline

Business Interlock Associate Manager

Accenture
06.2022 - Current

Assistant Manager - Operations

Accenture
12.2018 - 05.2022

Team Lead - Operations

Concentrix
08.2015 - 11.2018

Team Leader - Service Delivery

eClerx
05.2012 - 07.2015

Technical Support Representative

Dell International Services
08.2011 - 05.2012

Customer service representative

Genpact
01.2008 - 07.2011

B. COM -

Utkal University

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Biswanath Das