Maithili Roy
Business Process Excellence And Project Management
Bangalore
Summary
- 12 Years of Cross Domain experience in IT ,ITES & BPO Services
- Industry exposure to IT,Telecom,eCommerce , & BFSI
- Managed business areas like Operations, Billing,Sales,Order Management , Service Desk
- Managed Program & Product Managers to develop various application and Programs .
- Hands on experience in Team Management ,Quality & Training Management ,Process Transition ,Internal audits & service Governance .
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Cluster Lead in Project Management Office
Tata Consultancy Services
Bangalore
07.2021 - Current
- Maintaining Cluster level and team level performance
- Establish Project Governance Structure
- Provide Management Reports
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Planning, support, processes, risk management, metrics, standards, the interdependency of the projects,
- Functionality and performance enhancements.
- Prioritize Projects as per Strategic Business Objectives
- Plan and Schedule Resource Efficiently
- Forecast and Enable Resource Capacity Planning
- Streamline and Automate Processes and Workflows
- Reuse Project Learning and Knowledge
- Maximize Strategic & Billable Resource Utilization
- Facilitate Team Collaboration and Communication
Team Leader Quality
Tata Consultancy Services
Kolkata
07.2019 - 06.2021
- Handled Project Transition . Coordinating any major transitions within the company, such as technological, operational, and governance changes .
- Responsible for planning and overseeing projects within an organisation, from the initial ideation through to completion.
- Handled scheduling, data tracking and other administrative functions for quality team.
- Understanding customer needs and requirements to develop effective quality control processes
- Helped conduct internal and vendor quality audits to satisfy SOP requirements.
- Evaluated current operational practices and implemented methods that offered notable improvement.
- Created and processed discrepancy reports and helped resolve ongoing problems for line optimization.
- Handled scheduling, data tracking and other administrative functions for quality team.
- Tackled employee conflicts immediately so that issues did not fester but were instead resolved and to make sure work schedules remained unaffected.
- Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas.
- Adapted procedures to mitigate issues and improve deficiencies.
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
Senior Quality Analyst
Teleperformance
Kolkata
09.2017 - 05.2019
- Oversaw test planning, workload balancing and assignment delegation.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Conduct internal quality audits and assessed results to inform corrective action measures.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Defined and implemented quality initiatives to reduce risk.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Quality Analyst
Concentrix
Kolkata
12.2014 - 08.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Providing assistance for Branch Internal Audits & Investigation
- Evaluating production stages and testing the composition, appearance, and functionality of completed products.
- Documenting defects and recommendations for improvement.
- Training employees on quality standards and procedures.
- Develop Training Material and guide for TNI & TNA .
- Responsible to maintain Training Throughput and share Training reports to Internal and External Customers
Senior Customer Care Executive
Concentrix
Kolkata
03.2011 - 11.2014
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Maintained and managed customer files and databases.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Kept accurate records of all customer interactions and transactions.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Customer Care Executive
IBM Daksh
Kolkata
06.2009 - 12.2009
- Maintained and managed customer files and databases.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Conducted surveys to determine customer opinion of products and services.
- Offered free products or services to pacify irate or unsatisfied customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Communicated best practices among on-site and external personnel to align efforts and goals.
Education
Bachelor of Arts - English
Calcutta University
Kolkata 07.2005 - 05.2009
Skills
Scrum Methodology Trained from TCS
Timeline
Cluster Lead in Project Management Office
Tata Consultancy Services
07.2021 - Current
Team Leader Quality
Tata Consultancy Services
07.2019 - 06.2021
Senior Quality Analyst
Teleperformance
09.2017 - 05.2019
Quality Analyst
Concentrix
12.2014 - 08.2017
Senior Customer Care Executive
Concentrix
03.2011 - 11.2014
Customer Care Executive
IBM Daksh
06.2009 - 12.2009
Bachelor of Arts - English
Calcutta University
07.2005 - 05.2009