Projjal Ghosh

• Develop, manage and execute business continuity and crisis management drills and exercises
• Develop and enhance the BCM strategic support model, specifically around tools, testing, reporting and crisis management framework
• Responsible for ongoing design, implementation, management and embedding of the company's Business Continuity Management framework
• Provides support for development and delivery of training on business continuity
• Develop and train staff on business continuity and crisis management plans
• Coordinate with Global Facilities Manager and the property insurance carrier on prevention and mitigation efforts associated with potential losses
• Develop a comprehensive test plan and conduct DR tests that include coordinated recoveries with data centers; develop reports and action plans
• Oversees program policies, legislative and agency operations to include strategic planning, economic development, and service delivery
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions

◦ Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

◦ Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

◦ Audit and analyze the aged Incidents and Problem tickets, coordinates with the team to expedite the closure.

◦ Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator

◦ Ensuring the standards and procedures are being followed and maintained within the process.

◦ Creating, analyzing and distributing process reports, scheduling automated SLA reports

◦Built strong relationships with customers through positive attitude and attentive response.

◦Mentored and guided employees to foster proper completion of assigned duties.

◦Facilitated engagement success, achieving project targets related to service level commitments, revenues, margins, client satisfaction levels.

◦ Managed team's operational production workflow amongst the different duties performed by team members to meet the daily production goals (quantity and quality).

◦ Collaborated with stakeholders and teams about all relevant aspects of the project, in line with contract, project baseline, project status and client feedback.

◦ Dealt with customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints.

◦ Meet or exceed client expectations 100%, using Customer Satisfaction Survey (CSS) tool.

◦ Managing the complete end to end operations, delivery and compliance of the project.

◦ Responsible for developing the project plan, project schedule, resource plan and project budget with the project team.

◦ Direct and constant communication with customers and managing expectations.

◦ Manage invoicing and revenue collections with the ISU on a month to month basis.

◦ Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services agreement.

◦ Complete Integrated Quality Management System with the auditor, Project Management Review with the reviewer and Project Status Review with the Customer Leader.

• Maximizing sales performance through delivering an exceptional customer experience, people management and cost control.
• Driving and managing the entire sales process - targeting to top prospects, identifying client solutions, negotiating and closing.
• Developing and maintaining efficient & effective reporting systems for tracking prospects from initial enquiry through to close.
• Audit and Identify performance related issues and develop an action plan for improvement by remedial training. Perform root cause analysis regarding attendance and attrition.
• Supported enterprise and business goals by introducing new product and service offerings.
• Designed and prepared technical reports, studies and related documentation.

• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.

• Planned operations to effectively cover needs while controlling costs and maximizing service.
• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.

• Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Greeted customers and listened closely to problems described to determine solutions.

• Reported back to instructor to receive day-to-day tasks and responsibilities.
• Provided clerical support, addressing routine and special requirements.