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
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
C. RathiC. Rathi
Business Development Manager at HTC Global ServicesBusiness Development Manager at HTC Global Services