Labani Sarkar
Project Manager
Kolkata,WB
Summary
Results-driven Project Manager with a focus on stakeholder communication and cross-functional collaboration. Delivered Microsoft Teams voice solutions that enhance project outcomes and streamline processes. Skilled in data analysis and quality assurance, driving compliance and improving customer satisfaction through effective issue resolution.
Overview
9
9
years of professional experience
5
5
Certification
Work History
Project Manager / Project Leader – Design & Delivery
BT Group
06.2025 - Current
- Own project initiation, planning, execution, and closure aligned to BT governance frameworks.
- Lead end-to-end delivery of Microsoft Teams Voice solutions for UK enterprise and public sector customers.
- Coordinated cross-functional teams across engineering, suppliers, and customer stakeholders to ensure seamless project delivery.
- Deliver Direct Routing and SBC integrations, ensuring secure and scalable cloud telephony.
- Acted as the primary point of contact for delivery assurance and issue resolution, facilitating effective communication among stakeholders.
- Manage third-party suppliers and vendor performance, including escalations.
- Maintain RAID logs and proactively drive mitigation plans to protect timelines.
- Apply PRINCE2 and ITIL practices to ensure structured delivery and transparency.
- Supported continuous improvement initiatives to enhance delivery processes and elevate customer experience.
Project Management Specialist (Jeopardy Manager)
BT Group
06.2022 - 06.2025
- Contributed to jeopardy management team, enhancing delivery across multiple concurrent projects.
- Managed end-to-end order lifecycle, overseeing processes from placement to commissioning.
- Collaborated with suppliers and internal teams to eliminate delivery blockers.
- Generated weekly governance reports and delivery dashboards for UK stakeholders.
- Worked closely with onshore UK teams to ensure project alignment and address issues promptly.
- Supported continuous improvement initiatives to optimize service delivery.
Quality Assurance Specialist
Wipro – Digital Operations & Platforms
11.2020 - 06.2022
- Facilitated calibration sessions and quality coaching, boosting performance of over 40 agents.
- Executed quality audits to ensure service standard adherence and improved compliance.
- Conducted root cause analysis, delivering weekly dashboards to track performance trends.
- Supported initiatives aimed at enhancing NPS and customer experience.
Technical Support Specialist (Geek Squad – BBY)
Wipro – Digital Operations & Platforms
04.2019 - 11.2020
- Delivered remote technical support via voice and chat to enhance customer satisfaction for US users.
- Diagnosed and resolved OS, security, software, and device configuration issues to restore functionality for customers.
Quality Assurance Specialist
Aegis Customer Support Services Pvt. Ltd.
04.2018 - 04.2019
- Collaborated with cross-functional teams to identify quality issues.
- Conducted audits and quality reporting, performed root cause analysis, and handled escalations across voice and email channels.
Escalation Specialist
Aegis Customer Support Services Pvt. Ltd.
02.2017 - 04.2018
- Facilitated customer escalations to guarantee timely resolutions and satisfaction for voice and email channels.
Education
Project Management Pro Degree -
KPMG (Imarticus Learning)
Online01-2026
BA - English Language & Literature
Kalyani University
07-2016
Skills
- Project management
- Risk management
- Process improvement
- Quality assurance
- Data analysis
- Cross-functional collaboration
- Stakeholder communication
Designation
Project Manager – Cloud Voice & Networking Delivery
Certification
- PRINCE2 Foundation
- Waterfall and Agile Foundations
- Power BI Developer
- Career Essentials in Generative AI – Microsoft and LinkedIn
- ITIL 4
Timeline
Project Manager / Project Leader – Design & Delivery
BT Group
06.2025 - Current
Project Management Specialist (Jeopardy Manager)
BT Group
06.2022 - 06.2025
Quality Assurance Specialist
Wipro – Digital Operations & Platforms
11.2020 - 06.2022
Technical Support Specialist (Geek Squad – BBY)
Wipro – Digital Operations & Platforms
04.2019 - 11.2020
Quality Assurance Specialist
Aegis Customer Support Services Pvt. Ltd.
04.2018 - 04.2019
Escalation Specialist
Aegis Customer Support Services Pvt. Ltd.
02.2017 - 04.2018
Project Management Pro Degree -
KPMG (Imarticus Learning)
BA - English Language & Literature
Kalyani University