Jayankar Gomes
Kolkata
Summary
Results-oriented professional with 13+ years of experience in project management, business analysis, project training, team management, and subject matter expertise (SME). Demonstrated success in driving efficiency and innovation through ITIL V4 & Prince 2 (F) certification. Known for attention to detail and coordinating projects, programs, and improvements.
Overview
13
13
years of professional experience
Work History
Project Coordinator
BT Enterprise
Kolkata
11.2020 - Current
- Results-driven Project Coordinator with extensive experience in managing projects within the realm of Project Management.
- Currently overseeing critical projects for William Hill, UK, Central and Cecil Housing Trust, Diebold Nixdorf, and Welsh Government Public Sector Broadband Aggregation, ensuring smooth customer order journeys and optimizing revenues and costs.
- Proactive in establishing Standard Operating Procedures (SOPs) to enhance project efficiency.
- Proficient in collaborating with stakeholders to deliver end-to-end (E2E) business customer order journeys.
- Skilled in analyzing data and generating reports and dashboards to enhance project tools.
- ITIL V-4 and Prince 2 (F) certified, currently involved in CI (Continuous Improvement) training.
- Adept at maintaining SLAs and KPIs to uphold project standards and enhance customer satisfaction.
- Dedicated to ongoing CI projects to drive continuous project enhancement and success.
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
Business Analyst
Wipro
Kolkata
05.2019 - 09.2020
- Has an experience in non-technical projects, specializing in manual matching and analysis of corporate and financial transactions
- Successfully completed Visa Compliance certification and actively engaged in Knowledge Transition (KT) conference calls to gain comprehensive understanding of business processes
- Proficient in working with T5 and T14 data provided by Travel Management Companies (TMCs) to ensure accurate matching and error avoidance.
Project Trainer
Wipro/BT
Kolkata
12.2018 - 04.2019
- Trained and upskilled new batches of employees to successfully clear assessments for operations
- Facilitated mock calls and group activities to enhance trainees' understanding of processes and products.
Team Manager
Wipro/BT
Kolkata
09.2015 - 11.2018
- Successfully completed the "Time on System" project, developing strategies to meet daily, weekly, and monthly login hour requirements
- Led the "Adjustment & Waiver" project, significantly reducing unnecessary customer compensation and contributing to business surplus
- Awarded the Challenge Cup Award for BT Consumer in recognition of project excellence
- Managed a non-voice team in Frontline as Team Lead, overseeing 20 employees handling BT Mobile/SIM issues
- Met daily and weekly KPIs and KRAs including CPH, Resolution, etc., ensuring team performance aligned with organizational objectives
- Oversaw complaints compliance and advocated for changes to key diagnostic tools to improve efficiency
- Conducted daily/weekly forums and coaching sessions to provide feedback and support to associates
- Implemented performance review processes, sharing scorecards and conducting weekly/monthly performance reviews
- Organized engaging fun activities to promote team cohesion and morale
- Led recognition and reward (RNR) sessions to motivate top performers and drive excellence
- Served as the Single Point of Contact (SPOC) for charity work (CSR) initiatives for Wipro BPS, BT Consumer, driving and representing CSR activities within the organization
- Collaborated with colleagues to organize and participate in charity works (CSR) on behalf of Wipro BT Consumer
- Achieved daily targets and KPIs including AHT, OCR, Repeats, CSAT, etc., and contributed ideas for process improvement
- Attended daily/weekly sessions with clients to promote the usage of Key Diagnostics for Frontline desk operations.
Subject Matter Expert
Wipro/BT Kolkata
Kolkata
03.2013 - 08.2015
- Conducted daily and weekly coaching sessions to provide guidance and support to team members, fostering continuous improvement and skill development
- Motivated team members to achieve deliverables by setting clear goals and providing positive reinforcement
- Facilitated calls with onshore clients to understand their needs and collaborate on business improvement initiatives
- Monitored team performance closely, including KPIs and KRAs, and conducted regular sanity checks to ensure business continuity and success
- Handled complex issues and escalations for ongoing customer issues, providing timely resolutions and maintaining customer satisfaction
- Recognized as the champion Subject Matter Expert (SME) for PSTN (Telephone) product in 2014, contributing to significant business surplus and enhancing customer experience
Senior Associate
Wipro/BT Kolkata
Kolkata
08.2011 - 02.2013
- Regularly attended daily customer calls, providing technical resolutions to address their queries and concerns promptly
- Achieved recognition as the top performer of the month twice in the years 2012 and 2013, demonstrating consistent excellence in performance and customer satisfaction.
Education
Masters of Commerce - Financial Accounting
Sikkim Manipal University
Kolkata01.2015
Batchelor of Commerce - Marketing Management
St. Xavier's College
Kolkata03.2011
High School - Commerce
St. Lawrence High School
Kolkata04.2007
Class 10 - All Subject
St. Lawrence High School
Kolkata01.2005
Skills
- Customer Service
- Time Management
- Team Leadership
- Project Coordination
- Problem-Solving
- Teamwork and Collaboration
- Dependable and Responsible
- Task Prioritization
- Verbal Communication
- Multitasking Abilities
- Flexible and Adaptable
Timeline
Project Coordinator
BT Enterprise
11.2020 - Current
Business Analyst
Wipro
05.2019 - 09.2020
Project Trainer
Wipro/BT
12.2018 - 04.2019
Team Manager
Wipro/BT
09.2015 - 11.2018
Subject Matter Expert
Wipro/BT Kolkata
03.2013 - 08.2015
Senior Associate
Wipro/BT Kolkata
08.2011 - 02.2013
Masters of Commerce - Financial Accounting
Sikkim Manipal University
Batchelor of Commerce - Marketing Management
St. Xavier's College
High School - Commerce
St. Lawrence High School
Class 10 - All Subject
St. Lawrence High School
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