Chandra Shekhar Bandi
Ghaziabad
Summary
I have a Degree in B.E Mech. From MD University Rohtak. Career spanning over 20 years including 14 years of progressive experience and verifiable achievements in operations, People Management and Process improvement. Ability to lead and take initiative to solve critical problems and to achieve strategic and operational goals.
Overview
20
20
years of professional experience
Work History
Team Manager – Operations (2015-2022), Service Enablement Professional – Operations (2022-2024), Procurement Category Manager (2024-Current)
British Telecom
11.2015 - Current
- Currently managing sourcing deals - presentation, governance, approvals, and Stakeholder management.
- Identify, develop and deliver key analytic projects that make a significant impact on the company
- Work closely with Business leaders, Product managers, Subject matter experts to define and document business requirements, processes, performance metrics and goals
- Design business case and carve out scope for process automation driving operational efficiency and best customer experience
- Designing the workflows in the system to automate the quality function
- Conducting Calibration sessions with the onshore & offshore team management
- Leading Business Transformation & Re-engineering consulting engagements & projects
- Managing the Scoping, Health Tracker, Deliverables & Reporting for clients
- Highlights
- Using Lean methodology for process maps through SIPOC and timely review/update the SOP's
- Supervise the process improvement ideas end to end
- Collaborate with automation teams for smooth transitioning of process improvement
- Work on Attrition data to identify route cause analysis and share key insights to Ops Manager and HR
- Projects Completed
- Stop Start Automation (A3 Project) – In case of existing Socket in customer premises, a new line/service request will go as start of stop service instead of a new line provide which leads to reduced timeline for activation and improve customer experience
- Reducing step (A3 project) - In a cease of service request there are 4 steps to be taken to complete the order post validation, automated 3 of the steps along with bulk cease to reduce the time in processing such request which lead to saving of 2 resource
- Reducing allocation time - Earlier manual allocation of work used to be done which took approximately an hour
- Automated the allocation through get next mode on application
Senior Tech. Support Officer (2006-2011), Team Leader – Operations (2011-2015)
HCL BPO
11.2006 - 10.2015
- Responsible for the KPI's of the associates with different skill sets in customer service
- Conducting Calibration sessions with the onshore & offshore team management to identify and highlight the process gaps
- Conducting PKT (process knowledge test) on the monthly basis to gauge the knowledge of advisors
- Provided proactive and reactive real time coaching observation and feedback from call monitoring/observations/Calibration sessions
- Worked on Continuous Improvement projects driving end-to-end delivery & transformation activities
- Leading Business Transformation & Re-engineering consulting engagements & projects
- Driving change through process training and communication across impacted operational teams
- Liaise and coordinate with business stakeholders like Process Owners (Directors/Sr
- Managers/Partner Manager from various business domains and External Vendors) including Cross Functional Team
- Working directly with the critical business customers for the BB and Lines billing disputes and rectify them as per organizational requirement
- Prepare and evaluate reports for internal and external stakeholders
- Extracting Queue volumes and Allocation of work
- MIS queue Report and Internal Queue Wise Volume Report
- Weekly jeopardy analysis reports for opportunities/ gap in the process
- Feedback adherence report
- Weekly and Monthly Quality synopsis with the defect trending
- Weekly Sales report
- Weekly Performance review report of the advisors.
Technical Support Officer
Wipro BPO
01.2006 - 11.2006
- To Dell Desktop user
- Identify hardware issue and OS reinstallation
- Proactively chasing and monitoring the end user issues to achieve better customer experience.
Education
Bachelor of Engineering - Mechanical Engineering
M.D. University Rohtak
03.2005
Skills
People Management
Affiliations
- BE Mechanical – 2005 from MD University Rohtak (Gurugram)
- Trainings done within the organization - Lean Six sigma, Advance Excel, Ignite+ Coaching, Great Conversation Continuous Improvement
Timeline
Team Manager – Operations (2015-2022), Service Enablement Professional – Operations (2022-2024), Procurement Category Manager (2024-Current)
British Telecom
11.2015 - Current
Senior Tech. Support Officer (2006-2011), Team Leader – Operations (2011-2015)
HCL BPO
11.2006 - 10.2015
Technical Support Officer
Wipro BPO
01.2006 - 11.2006
Bachelor of Engineering - Mechanical Engineering
M.D. University Rohtak
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