Windows
Sagnik Bhattacharyya
Managed Services Project Coordinator- Business Managed Services - BT Group
Kolkata,West Bengal
Summary
Proven leader in technical support and client relationship management, excelling in roles at BT Group Plc with a track record of enhancing service delivery through effective incident resolution and stakeholder engagement. Demonstrated expertise in technical analysis and customer service, achieving over 100% quality in process compliance and SLA management. Versatile Project Coordinator with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
4
4
Certificates
4
4
Languages
Work History
Managed Services Project Coordinator
BT Group
Kolkata
10.2022 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Implemented cost-saving measures through resource allocation optimization, leading to significant budget reductions.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering amicable working environment conducive to collaboration.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Entered data, generated reports, and produced tracking documents.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Service Desk Analyst
BT Enterprise Managed Services - BT E-Serve India Pvt. Ltd- BT Group Plc
Kolkata
06.2020 - 09.2022
- Managed over 50 incidents per day effectively.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Collaborated with internal and external stakeholders to effectively progress incident resolution and engage in timely delivery of service.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Processed over hundreds support requests weekly for technical assistance on wide range of issues related to Hardware and Software.
- Service Request Management - UK Contracts
- End to End Contract Management - UK Contracts
- Service Delivery
- SLA Management
- Effective communication across different teams to ensure timely service resolution and thus minimizing service downtimes.
- Created Process Documentations and SOP's in collaboration with stakeholders, senior management and team members.
- Engage in regular communications with Stakeholders via MS Teams and Emails whenever required to ensure that all parties are up-to-date about progress of incidents and service delivery / service restoration.
- Participated in Monthly All Hands Calls to gain knowledge about LOB's progress and Key Focus Areas and use same to ensure self and team-members development to increase Service Quality.
- Escalation Management.
- Process Compliance.
- Change Management - Incorporating and maintaining changes in Change Logs.
Data Integrity Associate
BT Consumer - BT E-Serve India Pvt. Ltd- BT Group Plc
Kolkata
11.2017 - 06.2020
- Determined root cause of data quality errors & recommended long-term solutions.
- Researched and determined scope & complexity of issues.
- Evaluated end customer accounts for Data Integrity issues.
- Fix Data Integrity Issues on each account effectively in timely fashion ensuring full quality at all times.
- Using several supplier portals and backend tools to effectively identify & fix Data Integrity issues.
- Using core backend tools to fix billing / service / account issues effectively.
- Ensuring end customer & stakeholder satisfaction via resolving service issues in timely manner.
- SLA Management
- KPI (Key Performance Indicators) Management.
- Quality Management - Ensuring 100% quality throughout tenure.
- Setup effective communication with QA's & Service Excellence Team to understand need for process changes & help incorporating changes, thus reducing scope of errors helping effective service delivery and resolution thus contributing to increase brand value.
- Root Cause Analysis of failed SLA's / turnaround times helping provide solutions for same.
- Process Management.
- Process Compliance.
Connections Associate
BT Consumer - BT E-Serve India Pvt. Ltd- BT Group Plc
Kolkata
04.2015 - 11.2017
- Order Management Team member managing over 20 to 30 complex orders per day fixing various order issues.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-day-day duties accurately and efficiently.
- Developed team communications and information for meetings.
- Maintained excellent attendance record, consistently arriving to work on time.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Served customers in friendly, efficient manner following outlined steps of service.
- Completed tasks to ensure compliance with relevant regulations.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Process Compliance
- KPI Delivery
- SLA Management
Senior Advisor
Technical Helpdesk - BT Consumer - Wipro Limited
Kolkata
07.2013 - 10.2014
- Providing Support to British Telecom Customers on PSTN, ADSL Broadband, Fiber Broadband, Email via remote tools while being compliant with process. Established highest standards of quality and compliance. Handled over 25 calls per day.
- Escalation Management.
- SLA & KPI Management
- Process Compliance
- Quality of Service Delivery
- Process Improvement.
- End to End Customer Management.
- Engaging with Team Managers and team members on regular basis to discuss opportunities and suggestions for improvements in service delivery and application of same on real time basis.
- Effective Communication with end customers and required stakeholders and senior management teams to ensure resolution.
- Cross training on different BT products.
Education
Master of Computer Applications - Computer And Information Sciences
Institute of Engineering & Management
Kolkata 08.2009 - 07.2012
Bachelor of Computer Applications - Computer And Information Sciences
Institute of Engineering & Management
Kolkata 08.2006 - 07.2009
ISC - Science Education
Holy Home
Serampore 04.2004 - 03.2006
ICSE - Science, Mathematics, English, Bengali, HCG, EVS
Holy Home
Serampore 04.2002 - 03.2004
Skills
Client relationship management
Customer service expert
Technical issues analysis
Technical documents comprehension
Application support
Leadership
Technical Support
Technical Analysis
Presentation Ability
Document Oversight
Schedule Management
Project Management
Virtualization
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of thirty members for process training and coaching.
- Documented and resolved various issues which led to good results.
- Used Microsoft Excel to tracking daily and monthly volumes on a regular basis and to prepare reports.
Software
MS Office
System Software
Certification
Advanced Java
Interests
Project Management, Change Management, Public Speaking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Managed Services Project Coordinator
BT Group
10.2022 - Current
ITIL Foundation V4
10-2022
IT Service Management - Measures & Metrics
04-2021
Service Desk Analyst
BT Enterprise Managed Services - BT E-Serve India Pvt. Ltd- BT Group Plc
06.2020 - 09.2022
Data Integrity Associate
BT Consumer - BT E-Serve India Pvt. Ltd- BT Group Plc
11.2017 - 06.2020
Future Leaders (BT)
08-2016
Connections Associate
BT Consumer - BT E-Serve India Pvt. Ltd- BT Group Plc
04.2015 - 11.2017
Senior Advisor
Technical Helpdesk - BT Consumer - Wipro Limited
07.2013 - 10.2014
Advanced Java
09-2012
Master of Computer Applications - Computer And Information Sciences
Institute of Engineering & Management
08.2009 - 07.2012
Bachelor of Computer Applications - Computer And Information Sciences
Institute of Engineering & Management
08.2006 - 07.2009
ISC - Science Education
Holy Home
04.2004 - 03.2006
ICSE - Science, Mathematics, English, Bengali, HCG, EVS
Holy Home
04.2002 - 03.2004
Hobbies
- Singing
- Watching Classic Movies and Web-series
- Reading
- Photography
- Travel
Hobbies
- Singing
- Watching Classic Movies and Web-series
- Reading
- Photography
- Travel