Punita Bembey
Delhi/NCR
Summary
A strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Core experience in Hi Tech, Technology ,Customer Service and BPO Operations
Expertise in New business set up, Customer Experience Management ,Transitions, Migrations & achieving Service Delivery/ Process Targets.
Excellent communicator with the ability to deal issues with precision & accuracy
Presently working as Director, Operations with Capgemini Technology Services India leading Service delivery and customer experience for a Fortune 50 North America customer. Managing a team of 250+ people across multiple locations
Responsible for Growth, Delivery, PnL and Transformation roadmap for the Portfolio
Worked as Associate Vice President with Genpact India Ltd as Service Delivery & Contact Center Head. Led service delivery for Premium CC for leading technology company with a team size of 500+ people delivering revenue of 4.5 million USD/annum. Prior assignment was with Vodafone India as AGM- Customer Service .
Overview
22
22
years of professional experience
Work History
Director Contact Center Operations - BPO
Capgemini Technology Services
09.2022 - Current
- Leading service delivery for Fortune 50 North America customer. Managing portfolio size of 20 million+ USD, responsible for delivering P&L goals by ensuring growth and managing operating expenses
- Managing Growth by transitioning new lines of business, setting up new delivery locations, and teams for Onshore and offshore expansion.
- Responsible for relationship building with customer key stakeholders and customer satisfaction.
- Accountable for Revenue, Profitability, Risk Management, Client Satisfaction, and Project Quality.
- Leading Transformation agenda by delivering technology implementations like RPA deployment, Chat Bot, Training Digitization, Innovation, and driving efficiency gains for the business.
- Lead the Customer Experience programs to enhance end customer experience via Performance Management, CSAT, NPS projects in collaboration with Delivery excellence teams.
- Led cross-functional teams in the development of innovative solutions to complex problems.
Associate Vice President
Genpact India Ltd
03.2017 - 09.2022
- Heading Operational service delivery for Premium customers and E-Commerce sales support of Consumer Segment for leading Technology company
- Expanded business operations by setting up new Lines of Business for Payments & E commerce sales support
- Responsible for leading Service/Sales helpdesk through Voice, Email, Chat Channels,
- Delivering technology implementations like RPA, Chat bot and reporting automations like Power BI
- Leading client relationships & maintaining structured governance via MBR & QBR
- Managing a team size of 500+ people and responsible for driving high potential teams to success
- Developed strategies to improve customer service levels across the organization to enhance CSAT & NPS.
- Managed portfolio size of 4.5 million USD per annum, responsible for delivering P&L goals by ensuring growth and managing operating expenses.
Head Contact Center - Customer Services
Vodafone Delhi
06.2010 - 09.2016
- Operational service delivery of Consumer Segment for 9.5 million subscriber base for Postpaid, Prepaid, Data Segments
- Managing 2000+ Seats, through 5 Partners delivering a upselling portfolio of INR 130 million per annum
- Transition and set up service operations across partners
- Define and implement SLA with business partners
- Define Strategy and business plan for improved Customer experience with leadership team
- Annual budgeting and forecasting of contact center operations
- End to end set-up, IT and Infrastructure readiness, Compliance check and operationalization of contact centers
- Lead the Customer First initiative like IVR simplification, Self Help and process improvements
- Set up Differentiated Care Contact Centre for premium customers which have a Single Point of Contact as VRMs to deliver seamless experience
- Ensuring enhanced Customer experience through increased satisfaction index CSAT.
Senior Manager Quality & Business Assurance
Xansa
07.2007 - 08.2008
- Develop & implement quality framework for the account
- Provide the interface between the service and the Central Quality Team
- Align the service to ISO requirements as defined by QA team
- Maintain the Quality SLA in terms of number of Audits and audits target score for each service as per the Contract
- Ensuring the teams adhere to all the quality tool and procedures
- Constant interface with Line Managers for tracking performance of the team and planning training strategy.
Operations Manager – Customer Services
Hutchison Essar Telecom Ltd (Hutch)
04.2002 - 07.2007
- Manage the dynamics of change within support center
- Set up of new help lines for the centralized call center at Delhi
- Define and implement SLA with business partners
- Coaching the team to achieve targeted performance measures
- Create and communicate key performance metrics for the support center.
Education
Master of Science - Mathematical Statistics
Hindu College, Delhi University
Bachelor of Science - Mathematical Statistics
Hindu College, Delhi University
Skills
- Service Delivery & Contact Center Operations
- Client Relationship
- Quality and Operational excellence
- Transformation & Automation
- Business growth, PnL Management
- Project expansions
- Vendor and Business Partners Management
- Team development
Trainings & Certifications
Six Sigma Training–Undergone Training on Six Sigma (Green Belt) Certification. Completed 2 projects using the Six sigma tools.
Certified Master Trainer
ISO 2000: 9001 training.
Timeline
Director Contact Center Operations - BPO
Capgemini Technology Services
09.2022 - Current
Associate Vice President
Genpact India Ltd
03.2017 - 09.2022
Head Contact Center - Customer Services
Vodafone Delhi
06.2010 - 09.2016
Senior Manager Quality & Business Assurance
Xansa
07.2007 - 08.2008
Operations Manager – Customer Services
Hutchison Essar Telecom Ltd (Hutch)
04.2002 - 07.2007
Master of Science - Mathematical Statistics
Hindu College, Delhi University
Bachelor of Science - Mathematical Statistics
Hindu College, Delhi University