Mrinal Biswas

Currently managing project teams engaged with software asset management (SAM), vendor management operations (VMO) and access management for our Client (Google Inc.). The teams are spread across USA, Brazil and India.

• Driving project deliverables within defined timelines to meet SLAs of Response Time, Quality Audit Scores and Customer Satisfaction Scores
• Continuous improvement and deployment for process efficiency
• Review and propose timely playbook and SOP updates to remain complaint with project requirements
• Workforce management planning, volume predictions, capacity planning and forecasting
• Facilitate interview, on-boarding, training and certification process to build a strong and self-motivated result oriented team

Key projects and achievements :

• Cycle Time Reduction : Identified and eliminated non-productive steps from various workflows for improved efficiency. Impact: Cycle time reduction by more than 75%.
• Report Standardization : Implemented customized auto-reporting to eliminate manual effort in publishing reports. Impact: 60k yearly billing reduction.
• Auto Provisioning : Based on risk factors, classified apps/tools as high-risk, medium-risk and low-risk. Impact: Auto-provisioning of low-risk apps/tools that resulted in 35% reduction of overall volume.
• Unused Services Revocation : Project involved identifying and revoking unused services to reduce financial and infrastructural resources. Impact: Revocation of access reduced 35% load on existing servers.

During 8 years, worked in two separate roles - the first role involved servicing corporate Clients in inbound customer care set up and the second role was of Business Analyst involving projects of expense management and remittance setups.

• Collaborated with Clients and stakeholders to implement expense management systems for efficient remittance processing primarily with large market segment
• Lead project calls for Client's IT teams to improve data transmission for both transactions and payments
• Instituted contingency plans, ensuring business continuity through cross-training, documentation and data backups
• Worked one-on-one with clients to improve overall customer satisfaction metrics
• Trained and mentored analysts on various data transmission protocols, communication and expense management tools

Key projects and achievements :

• Metrics Benchmarking Project : Formulated and defined metric's for efficient resolution. Impact: Efficiency improved by 15% resulting of $1.7M savings yearly
• Skill Mapping Project : Based on various skills, identified high skilled resources to better manage large market clients. Impact: Zero large market Client loss for 2 consecutive years

Managed team of Customer Care Professionals, Sales Agents, Supervisors and Team Leads engaged with sales and customer service goals for North American telecom market. Project included lead-generation, sales, billing and retention of existing customers.

• Developed highly skilled sales and customer servicing team to meet Client's sales and customer service goals
• Strengthened promotional strategies to drive customer engagement and boost sales
• Planned team-building exercises to increase employee performance and job satisfaction
• Collaborated with training team to ensure timely delivery of production ready resources

Key projects and highlights :

• Lead Generation Project : Based on product and sales offerings, identified demographic based targeted leads for improved conversion. Impact: Sales figures improved with lead conversion of 21% increase.
• Adjudged as top leader for continuous performance for 3 consecutive years (2005 - 2008)

Member of tele-sales team engaged in selling telecom-plans and vacation-packages to US Market. Key highlights during this exciting role:

• Based on outstanding performance got promoted to L2-process of time-share appointments
• Promoted to be "verifier" within six months with responsibility of verifying information and closing sales deals and appointments
• Attended required meetings and training sessions to ensure required compliance and quality targets were met
• Adjudged best performer during the last two quarters of the year