Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic
Piyali Bhattacharjee

Piyali Bhattacharjee

Bangalore

Summary

Accomplished Manager with extensive experience of 17+ years in both CX Org(Professional Services and Support). Proven track record of driving operational excellence, meeting SLAs, and optimizing processes for enhanced efficiency. Adept at strategic planning, stakeholder management, and change leadership, with a strong focus on client satisfaction. Excels in talent development, project documentation, and knowledge transfer.

Results-driven Implementation Manager known for high productivity and efficient task completion. Specialize in project management, process optimization, and cross-functional team leadership.

Overview

20
20
years of professional experience

Work History

Technical Support Manager

PowerSchool India
Bangalore
10.2021 - Current
  • Effective Team Leadership: Led and motivated teams of engineers and team leads to consistently perform at their best, ensuring high levels of productivity and efficiency.
  • Adherence to SLAs: Monitored and enforced strict adherence to defined Service Level Agreements (SLAs), consistently meeting customer requirements and expectations.
  • Operational Excellence: Managed various operational activities, including monitoring key performance indicators, conducting trend analysis, and implementing corrective actions to optimize processes.
  • Client Interaction: Maintained a strong focus on client satisfaction by actively engaging with clients when necessary, incorporating feedback into the system to improve service quality.
  • Strategic Planning: Demonstrated business acumen by influencing strategic decisions and contributing to the achievement of financial goals and objectives within the operating budget.
  • Performance Management: Conducted performance appraisals, provided timely feedback, and offered counseling to team members, fostering a high-performance culture aligned with organizational goals.
  • Resource Management: Efficiently managed resources, including human skills and knowledge transfer, to ensure effective project execution and knowledge sharing across cross-functional teams.
  • Change Management: Acted as a Change Champion, taking the initiative to implement and communicate changes effectively to drive improvements in operational efficiency.
  • Stakeholder Management: Successfully managed stakeholder expectations, ensuring alignment with project objectives, and maintaining strong working relationships with internal and external stakeholders.
  • Career Progression: Implemented and maintained a Performance Management system, enabling career progression and succession planning for critical resources, including direct reports and team members.

Associate Manager - Professional Services

PowerSchool India
Bangalore
05.2019 - 09.2021
  • Develop, execute, and manage department vision.
  • Direct and supervise implementation personnel.
  • Set standards of employee success and develop systems to ensure achievement.
  • Organize and establish processes and goals for the Implementation department.
  • Train and mentor team members to ensure continued growth.
  • Scale implementation with company, product, and technology advancement.
  • Ensure compliance with company policies, procedures, standards, and expectations.
  • Oversee implementation budget.
  • Conduct regular communication, including department needs, with supervisor.
  • Effectively and efficiently manage available resources to their highest potential.
  • Report performance evaluation needs of teams.
  • Demonstrate ability to successfully handle multiple projects and tasks simultaneously.
  • Communicate client concerns to PowerSchool Assessment and Analytics.

Assistant Manager - Implementation

Tangoe India Softek Services PVT LTD
Bangalore
11.2016 - 05.2019
  • Project Planning and Documentation: Assisted in project planning by setting timelines for deliverables, provided demos as needed, and handed over comprehensive documentation to the Customer Success Team post-launch.
  • Site Stabilization: Led client and vendor onboarding processes, conducted vendor training, and achieved operational excellence, resulting in client sign-off on project requirements. Customer Support and Issue Resolution: Demonstrated a steadfast approach to issue resolution during project launches, managed client escalations, and educated customers on processes and best practices.
  • Leadership Skills: Exhibited leadership qualities such as personal development, effective persuasion, strong communication, critical thinking, emotional intelligence, and stakeholder management.
  • Team Management: Successfully managed both direct and indirect teams, including recruitment, performance reviews, shift scheduling, and coaching, contributing to team growth and development.
  • Project Management: Served as a Project Manager for elite clients, defining project scope, resource planning, schedule development, risk analysis, and documentation, ensuring successful project outcomes.
  • Knowledge Transition and Quality Assurance: Led knowledge transition for multiple sub-projects, maintained quality parameters, generated reports, provided feedback, and conducted coaching sessions to ensure high-quality service delivery.

Team Leader

Teoco Software
Mumbai And Kolkata
07.2009 - 04.2016
  • Telecom Expense Management: Effectively managed global telecom expenses, including invoice processing, inventory management, and contract management, ensuring cost control and compliance.
  • Knowledge Transition and International Experience: Successfully facilitated knowledge transition from onsite teams and visited the US headquarters twice, demonstrating cross-border collaboration and adaptability.
  • Recommendations and Benchmarking: Provided valuable recommendations to third-party service providers for optimizing telecom estate management, leveraging benchmarking insights.
  • Billing Query Resolution and Audit Compliance: Proactively resolved billing queries, ensuring all audit requirements were met for specific contracts and maintaining regulatory compliance.
  • Team Leadership and Quality Assurance: Led teams in India, conducting knowledge transition for sub-projects, monitoring call quality and performance parameters, and providing coaching sessions to enhance team strengths and maintain service level agreements (SLAs).

Senior Process Associate

Tata Consultancy Services
Kolkata
06.2007 - 04.2009

Customer Support Associate

Firstsource Solutions LTD
Kolkata
07.2006 - 06.2007

Process Executive

Infosys BPO
Bangalore
01.2005 - 02.2006

Education

Bachelor of Science - Food Science

Calcutta University
Kolkata
10-2004

Skills

  • Customer communications
  • Process Design
  • SLA management
  • Escalation management
  • Training and mentoring
  • Teamwork and Collaboration
  • Risk Management
  • Performance Metrics
  • Staff hiring

Affiliations

  • Reading
  • Baking
  • Art and Craft
  • Singing

References

References available upon request.

Timeline

Technical Support Manager

PowerSchool India
10.2021 - Current

Associate Manager - Professional Services

PowerSchool India
05.2019 - 09.2021

Assistant Manager - Implementation

Tangoe India Softek Services PVT LTD
11.2016 - 05.2019

Team Leader

Teoco Software
07.2009 - 04.2016

Senior Process Associate

Tata Consultancy Services
06.2007 - 04.2009

Customer Support Associate

Firstsource Solutions LTD
07.2006 - 06.2007

Process Executive

Infosys BPO
01.2005 - 02.2006

Bachelor of Science - Food Science

Calcutta University

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Piyali Bhattacharjee