MS-Office tools
Kaushik Dutta
Operations Management
Pune,MH
Summary
Versatile and innovative management professional skilled at seeing "big picture" while still also focusing on details. Expertise in business development and streamlining processes and systems. Organize and drive operations, and effectively develop and enact company policies to increase organizational operation efficiency. Retain strong leadership and interpersonal skills. Advance strategic plans and business objectives set forth by management. Develop policies to keep organization's budget low including operations and maintenance.
Overview
5
5
Languages
3
3
Certifications
9
9
years of post-secondary education
31
31
years of professional experience
Work History
Manager of Operations
Rotary International Infotech Pvt. Ltd
PUNE, Maharashtra
07.2012 - Current
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and four member management team with related direct reports.
- Focused on employee engagement. Facilitated and organized realistic and effective reward and recognition programs.
- Migrated, deployed and monitored processes to boost long-term client relationship and increase business opportunities.
- Evaluated client by assessing quality, timeliness and compliance of deliveries to exceed expectations and maximize business operational efficiency.
- Administered adherence of organization's data privacy and security policies for the department under my purview to ensure reliability and business growth
- Built relationships with clients and managed accounts to expand to newer areas.
- Investigated and resolved departmental non-conformances, which enhanced performance to more than 98% accuracy.
- Streamlined daily operations system by initiating and improving workflows.
- Collaborated with IT and business teams to develop and enhance architecture in order to better track business KPIs.
- Spearheaded quality control measures to minimize downtime and derived best level of client experiences.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Managed and allocated staff and material resources to meet production goals.
- Oversaw day-to-day operations, including supervising 40 person team.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Devised and supervised an effective onboarding, training and mentoring new team members.
- Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages which resulted a extremely successful work from home operations.
- Helped build and review master service agreements for work eligibility.
- Evaluated upcoming program plans to forecast expected resource needs.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Controlled daily business operations by devising and deploying short and long-range strategies to create opportunities and accomplish objectives.
- Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.
- Maximized productivity and management systems by establishing specific goals and managing operations.
Assistant Operations Manager
EXL Service Pvt. Ltd.
PUNE, Maharashtra
02.2009 - 07.2012
- Supervised team of thirty members to support operational excellence and excellent customer service for US voice process.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Facilitated productive, profitable and achievement-oriented working environments for employees.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Handled Client call from US head office. Formulating program for process improvement in the client meeting.
- Trained and Developed team members to go to next level under People Development Program in the organization.
- Call monitoring and provided immediate feedback apart from the calls monitored by QA team.
- Conducted maximum number of team building and team bonding activities for the entire department.
- Obtained one of the highest Employees-SAT scores as team head consecutively for two years.
- Driven the team to be the top performed team for the entire year in C-SAT and Retention scores.
- Met attrition target for all the three years as Assistant Manager.
Senior Executive
EXL Services Pvt. Ltd.
PUNE, Maharashtra
01.2005 - 02.2009
- Handled Inbound and Outbound US customers calls for a process providing Emergency Services for Insurance policy holders
- Handled inbound calls related to retention of customers
- Executed responsibility of conducting process training for the new entrant
- Coached and mentored new entrant and under-performers to improve overall performance
- Highest C-SAT and Retention scores for many months and maintained to remain in the top five performers' list throughout the career.
- Successfully completed various internal trainings like Lean Six Sigma, Insurance, Leadership Skill and Team Management for professional development
Senior Marketing Consultant
Freelancing
Kolkata, West Bengal
04.2001 - 01.2005
- Marketed in entire Eastern India for Audio Visual Presentation systems equipment sales and support for the dealers of eminent brands like 3M, Toshiba, Hitachi and Sharp.
- Conducted training for various marketing skill development program for new sales teams.
Product Manager
Rahul Commerce Pvt. Ltd.
Kolkata, West Bengal
04.1996 - 02.2001
- Developed and supported key business accounts, both Govt and Non-Govt, in the eastern part of india for Computer hardwares and peripherals. Later became specialist in audio visual presentation technology
- Handled entire function of participating in tenders, technical presentation, price negotiations with major Govt. and Semi-Govt. accounts like defense, railways, banks, Educational and research institutes.
- Assisting post-sales support to maintain the key accounts and obtain new business.
- Coordinated business development and established Dealer Network
Master-in-charge
St.Paul's school
Darjeeling, West Bengal
03.1993 - 03.1996
- Successfully conducted and completed three batches of ICSE examinations at an average score of 92%.
- Successfully conducted and completed three batches of ISC examinations at an average score of 89%.
- Conducted computer study program of ICSE syllabus from high school and higher secondary students.
- Functioned as External Examiner and invigilator for I.C.S.E. Computer Science program in various premiere institution.
- As in charge of the department conducted many events for increasing computer awareness and enhancing knowledge activities during early 90s.
Senior Program Executive
Informatics Computer Systems
New Delhi, Delhi
01.1990 - 03.1993
- Business development and execution of Computer Literacy Program developed by ICS, New Delhi.
- Literacy Program conducted in the premiere schools in India namely; Bishop Cotton School, Shimla, Navodaya Vidyalaya School, Gorakhpur Xavier's' Group of Schools, Borivali, Mumbai Holy Cross School, Amravati, Maharashtra
Education
Secondary Education
Ispat High School
RourkelaIntermediate Commerce
Ispat College
Rourkela 06.1981 - 04.1985
Commerce Graduate
Ispat College
Rourkela 05.1983 - 04.1985
MBA in General Management
Institute Of Chartered Financial Analysts Of India
Sikkim 03.2013 - 03.2016
Skills
Work flow planning
undefinedAccomplishments
- The department I lead is considered as one of the most successful unit in terms of operational excellence.
- Under my leadership employee engagement reached at highest level where attrition is one of the lowest for the industry standard.
- Awarded with Living of Value award twice in my current role.
- In the previous role of an assistant manager, the employee satisfaction and customer satisfaction scores were amongst the highest in the organization for consecutive three years.
Software
NetFORUM
CRM
SharePoint
VBS
Certification
Information Management System, NIIT- One Year
Interests
Communication coaching
Outdoor team activities
Cooking
Timeline
Six Sigma Green Belt, Asian Institute of Quality Management
04-2018
MBA in General Management
Institute Of Chartered Financial Analysts Of India
03.2013 - 03.2016
Manager of Operations
Rotary International Infotech Pvt. Ltd
07.2012 - Current
Assistant Operations Manager
EXL Service Pvt. Ltd.
02.2009 - 07.2012
Senior Executive
EXL Services Pvt. Ltd.
01.2005 - 02.2009
Senior Marketing Consultant
Freelancing
04.2001 - 01.2005
Product Manager
Rahul Commerce Pvt. Ltd.
04.1996 - 02.2001
Master-in-charge
St.Paul's school
03.1993 - 03.1996
Information Management System, NIIT- One Year
03-1991
Senior Program Executive
Informatics Computer Systems
01.1990 - 03.1993
Personal Management, NIPM - One year
06-1986
Commerce Graduate
Ispat College
05.1983 - 04.1985
Intermediate Commerce
Ispat College
06.1981 - 04.1985
Secondary Education
Ispat High School
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