Sagnik Ghosh
Business Assurance Lead
Kolkata,WESTBENGAL
Summary
To work in a high performing company which gives me an opportunity to learn, enhance my skills and build a successful career.
Experienced Senior Consultant with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency. Highly-motivated employee with desire to take on new challenges. I have a strong worth ethic, adaptability and exceptional interpersonal skills, I feel I can adapt at working effectively unsupervised while quickly mastering new skills. I hope this resume helps you to find me in my best form.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Business Assurance Lead (O2C & C2M)
BT ESERV
Kolkata
05.2022 - Current
- Analyze and evaluate business processes to identify areas for improvement and optimization.
- Collaborate with stakeholders to gather and document business requirements.
- Develop detailed business requirements documents and functional specifications.
- Facilitate workshops and meetings to elicit requirements and validate solutions.
- Conduct gap analysis to identify discrepancies between current and desired states.
- Provide recommendations for process improvements and system enhancements.
- Work closely with development teams to ensure requirements are understood and implemented correctly.
- Perform user acceptance testing to ensure solutions meet business needs and requirements.
- Create and maintain project documentation including process flows and use cases.
- Monitor project progress and provide regular updates to stakeholders.
- Ensure compliance with industry standards and regulations in the Payer domain.
- Support the development of training materials and conduct training sessions for end-users.
- Collaborate with cross-functional teams to ensure successful project delivery.
- Hands-on experience supporting engineering teams building on enterprise digital commerce tools such as Salesforce, Service Max, SAP, Shopify, and Adobe.
- Experience working on global, multi-year initiatives with cross-functional teams.
- Self-starter with the ability to work independently and manage multiple projects simultaneously.
- Knowledge of best practices across Sales, Service, O2C, C2M and other business functional practices.
- Proven ability to work within globally distributed virtual teams, contribute to projects and deliver results in a diverse, global stakeholder environment
- Excellent project management skills, with the ability to prioritize and meet deadlines.
- Strong analytical, strategic, and creative problem-solving skills.
- Business owner mentality, willingness to roll up your sleeves and do whatever is necessary.
- Team player with a positive, collaborative work ethic.
Subject Matter Expert - Sales & Order Management Specialist
BT ESERV
Kolkata
01.2019 - 04.2022
- Working on order processing & order journey to fulfill the business requirements
- Interacting with different stakeholders to understand the product journey and delays for better scope followed by RCA
- Upselling Requirements Fulfilling monthly company targets to upsell new products & upgrade old ones
- Dealing with high level escalations to avoid contract breakages & compensations
- Working on business clauses & resolving issues & pitching products based on the contract policies.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Building customer relationships with special offers and deals- renewals
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
- Increasing the key matrices for contact's better health
- Processed and submitted more than 30+ orders for BT products daily and expedited delivery to maintain customer satisfaction.
Contract Assurance & Commercial Management Analyst
BT ESERV
Kolkata
02.2017 - 03.2019
- Identify and document key contractual terms and requirements, including obligations, deliverables and key methodologies such as performance measures, productivity achievement and invoicing.
- Review and monitor contractual obligations of the parties to validate that these are met in line with terms and conditions including obligations, deliverables, and key methodologies such as performance measures, productivity achievement and invoicing.
- Summarize and communicate essential contractual requirements and obligations.
- Create contract summaries, obligation trackers and other standard documentation (like contract awareness packs, change request process etc) for new and ongoing engagements.
- Ability to evaluate risks associated with complex professional services engagements
- Ability to review contract documents such as - MSA,SoWs and CRs and provide redrafts and suggested wording to ensure that the obligations and commitments of both parties are clear, risks are understood, and deliverables are achievable.
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
Senior Associate Complaints escalation and billing
WIPRO
02.2015 - 01.2017
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Analyzed customer data to identify trends and anticipate customer needs.
Education
B.COM H - Finance and Accounting
University of Calcutta
Kolkata, West Bengal 06.2011 - 06.2014
Class XII - Commerce
Sri Aurobindo Institute of Education
Kolkata 06.2009 - 04.2011
Class X - Computer Application
Sri Aurobindo Institute of Education
Kolkata 04.2007 - 06.2009
Skills
Accomplishments
- Nominated as the CSR Lead Kolkata site - 2020 onwards
- Site engagement crew- since 2021
- Awarded as the best performer for the year 21-22, tagged as the 'Star Performer'.
- Nominated and appreciated by Julie Picton under the category 'brilliant people manager'.
- Recognized for CSR activities and driving engagement activities across UK & India.
Timeline
Business Assurance Lead (O2C & C2M)
BT ESERV
05.2022 - Current
Subject Matter Expert - Sales & Order Management Specialist
BT ESERV
01.2019 - 04.2022
Contract Assurance & Commercial Management Analyst
BT ESERV
02.2017 - 03.2019
Senior Associate Complaints escalation and billing
WIPRO
02.2015 - 01.2017
B.COM H - Finance and Accounting
University of Calcutta
06.2011 - 06.2014
Class XII - Commerce
Sri Aurobindo Institute of Education
06.2009 - 04.2011
Class X - Computer Application
Sri Aurobindo Institute of Education
04.2007 - 06.2009
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