Prasanta Kumar Mallick
Kolkata,TN
Summary
A dynamic leader with a proven track record at Tata Consultancy Services, I excel in incidents management and fostering customer service excellence. Spearheaded process improvements and performance monitoring, significantly enhancing business operations. Skilled in data analysis and retail operations management, my strategic approach has consistently driven growth and efficiency.
Overview
23
23
years of professional experience
3
3
Certification
Work History
Operations Manager
Tata Consultancy Services
04.2015 - Current
- Handling Incident Management and IT Service Desk team for retail domain.
- Coordinate with various resolver groups for quick resolution of the priority tickets.
- Identify repeat priority tickets and initiate problem tickets based on analysis.
- Identify and resolve unauthorized, unsafe, or ineffective practices.
- Establish positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Co-ordinate with vendors and suppliers to obtain quick resolution of issue at hand.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Direct initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Team Leader
Wipro BPO
01.2009 - 04.2015
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Team Leader
Capita Offshore Services
09.2006 - 12.2008
- Generated reports detailing findings and recommendations.
- Drive Performance for the team including quality and NPS.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
Team Leader
Reliance Info Streams
12.2002 - 08.2006
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Coordinate with various support functions for smooth running of operations.
- Created and managed project plans, timelines and budgets.
- Evaluated staff performance and provided coaching to address inefficiencies.
Sales Supervisor
Invest One(Citibank Vendor)
06.2002 - 10.2002
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
Sales Executive
Standard Chartered Bank
10.2001 - 05.2002
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to promote long term business growth.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Attended monthly sales meetings and quarterly sales trainings.
Education
Bachelor of Commerce - Accounts
City College
Kolkata, India04-2001
Class 12 - Accounting
Don Bosco School Park Circus
Kolkata04-1998
Skills
- Incidents management
- Customer Service
- Health and safety compliance
- P&L Management
- Performance reporting
- Business Planning
- Business Development
- Performance monitoring
- Data Analysis
- Process Improvement
- Retail Operations Management
Certification
ITIL V4 Foundation
ITIL V3 Foundation
Lean certified practitioner from QAI
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Bengali
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid time offTimeline
Operations Manager
Tata Consultancy Services
04.2015 - Current
Team Leader
Wipro BPO
01.2009 - 04.2015
Team Leader
Capita Offshore Services
09.2006 - 12.2008
Team Leader
Reliance Info Streams
12.2002 - 08.2006
Sales Supervisor
Invest One(Citibank Vendor)
06.2002 - 10.2002
Sales Executive
Standard Chartered Bank
10.2001 - 05.2002
Bachelor of Commerce - Accounts
City College
Class 12 - Accounting
Don Bosco School Park Circus
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