MADHUKRISHNA DUTTA

Visionary professional and certified Scaled Agile (2022) and Scrum master (Aug 2016) with 19+ years of extensive experience in project management, process, product, communication, training & quality, implementation & delivery, re-engineering process communication, resource deployment and Client & Partner management in BPM, ITES and Product industries

• Annual WNS Client award 2019-20 - Recognized to establishing best industry practices in the Transactional Quality function for the account managed
• 2014-15 - Recognized for initiating structured training programs with formalized recognition programs (VFX-International) in Prime Focus Creative Services Private Ltd - first of its kind in 17 years of set up
• 2012 - Awarded by P Rajendran for successfully hosting the NIIT Annual day at Bangalore and driving 100% participation
• Recognized for strengthening revenue margins from year 2010-2012 in the shared services clientele (GENPACT) for NIIT Pvt. Ltd - Bangalore with a 15% impact on the overall South Zone Business Development
• 2011-12 - Client appreciation for ensuring 99% adherence and certification on the new hire trainings & induction programs
• 2010 - Wipro Best Employee award for Improved CSAT score by 9% in 6 months - direct impact on revenue by successfully leading and implementing a Green Belt project
• 2010 - Appreciated and recognized for reducing detractors (Net Promoter Score) on Customer Experience in Wipro
• 2009 - Appreciated for sustaining employee attrition at < 20 % annualized across multiple locations by employee engagement programs in Wipro

• Consultant (Sr. Manager)-Transitions, WNS Global Services, Pune, MH, 03/01/21, Present, Project management in transitioning new business and setting up & managing overall infrastructure for service delivery (Travel & Insurance), Leading and overseeing transitions and change initiatives, Develop comprehensive transition plans and strategies, Manage financial summaries, Risk and Governance management
• Group Manager-Quality, WNS Global Services, Mumbai, MH, 08/01/17, 03/01/21, Manage transactional quality for a London Market Insurance account based in the UK, Poland and Asia geographies, Custodian of Accuracy as SLA metric, Deploy Quality framework and manage ISO and OPEX audits, Custodian of all business RISKs the account is potentially exposed to - Liaise with the second level of defense, Team management, Management related initiatives
• Sr. Manager -Training, Minacs, Pune, MH, 08/01/15, 01/01/17, Head of training for an Ecommerce account across 3 locations of Pune, Aurangabad and Bangalore, Transitioned the Voice process in Pune and Non-Voice process (Email) in Bangalore, Transitioned 3 LoB's in Pune and BLR within the customer service vertical including a critical risk and fraud management queue., Responsible for setting up the training & quality structure across location, Strategy building for the training function to meet the business targets
• VFX Training Manager, Prime Focus World, Mumbai, MH, 10/01/14, 08/01/15, Owner of the structure for building competency maps, diagnostics & provide consultation to the creative and production teams, Lead/manage learning design projects, including consultation, diagnostics, planning (e.g., scoping, project proposals, work plans, business cases) development, implementation and evaluation., Change Management; Drive brand & culture, capability building & leadership development
• Training Manager, GENPACT- NIIT Uniqua, Bangalore, KA, 07/01/11, 01/01/14, Led the Learning and Development for Corporate learning services for the shared services account to professional and leadership workshops., Created and initiated many learner-based programs with certified training partners and individual coaching practitioners, Contributed to the weekly Newsletter for NIIT, Bangalore's activities and achievements
• Dy. Manager Talent Transformation, Wipro BPO, Delhi, DL, 01/01/07, 01/01/10, Developed and conducted 'Train the Trainer' workshops. Manage quarterly certification programs on various skill sets (including soft skills), Conducted recruitment drives for voice and accent trainers; 'Communication Improvement Group' with a team of 30+ trainers., Vendor management in building and sustaining relationships with old and new partners, respectively., Initiated, designed and implemented a Sales coaching process with a functional team in the technical helpdesk account across three locations
• Sr.Product & Soft Skill Trainer, ISO Internal Auditor, AMADEUS IN, Delhi, DL, 01/01/05, 01/01/07, Created E2E training solutions on AMADEUS products and services across Travel houses and institutions., Executed the role of the ISO 2001:9000 Auditor for 2 consecutive years., Created content from the training dept. for the weekly Newsletter
• Technical Process and Soft Skill Trainer, GECIS- IT Services, Hyderabad, TG, 02/01/02, 05/01/04, Worked with GE Capital International Services -IT Services under the profile of a Senior IT and Quality Analyst initially and was promoted as a Process Trainer