Sanjana Banerjee
Bangalore
Summary
Dynamic Senior Leader with extensive experience at Amazon, excelling in operations ,supply chain management and client relations. Proven track record of enhancing customer experience , reducing cost and driving performance improvements, including a significant reduction in employee attrition. Adept at fostering diversity and implementing quality management practices to achieve organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Manager, Supply Chain Execution
Amazon
Bangalore
01.2024 - Current
- One of the top-performing leaders in CS India/INDIA Operations, recognized as a top talent year over year for solving complex challenges for Amazon India and Worldwide Customer Service.
- Directed cross-functional teams in developing innovative solutions to complex problems.
Manager Operations- Senior Operations Manager
Amazon
Bar Raiser
09.2018 - 12.2023
- Fostering Diversity and Inclusion: Played a pivotal role in launching the first all-women virtual site in Customer Service, India (CS India).
- This initiative not only contributed to Amazon's global diversity and inclusion goals, but also provided empowering opportunities for women in the workforce.
- Data-Driven Performance Improvement: By analyzing operational metrics, I identified areas for improvement and implemented effective strategies to drive performance and enhance customer satisfaction.
- Concluded projects impacting financials exceeded the goals across India.
- Recognized for achieving the lowest employee attrition and the highest quality standards at the site and marketplace.
- Built long-term mechanisms and shared best practices.
Associate General Manager
Vodafone
Delhi
11.2016 - 09.2018
- Enabled partners to meet the agreed SLA's through process compliance and governance and at the same time working on processes at the back end to ensure customer experience is maintained as per the VF CS regulations-DEL tops on the national score card
- Defining of process and re-engineering to improve efficiencies and customer experience- recognized for highest process corrections across all circles
- Fraud control checks to detect and control of waivers and other financial leakages
- Governance and optimum utilization of dialer, workforce management and also working with the customer support group on IVR as well as all the digital channels of communication- clocked the best ever CPS
- Working on the voice of the customers as well as customer complaints to safeguard the circle ranking on NPS-achieved consistent leadership on NPS
- As part of digital innovations for the circle for CS, leading a cross function team (customer services, marketing & technology) to drive digital adoption of the customer at every touch
GM Operations
Mphasis/ Hinduja Global Solutions
Bangalore
07.2015 - 11.2016
- Client management, meeting contractual SLA, industry regulations and adopting best practices- Improved employee retention by 30% within 60 days and kept it at 93% and more consistently
- Built sustainable mechanism to reduce productivity leakages- account moved from 8% penalty to nil reward and penalty in 90 days
- Process utilization improved by 10% with the help of split shift and roster improvisation as well as shrinkage reduction
- Crisis management and ensuring business continuity under adverse situations
- Account clocked the highest EBITA across all domestic accounts
Senior Manager Operations
Tata Business Support Services Limited
Hyderabad
06.2014 - 06.2015
- Handling operations (voice) for inbound operations of Tata Sky across south spread over four locations and 900 FTE
General Manager Operations
Prithvi Information Solution Limited
Kolkata
11.2012 - 03.2014
- Operations in charge - BPO Head
- Involved in end-to-end transitioning starting from infra, technology readiness, training, GO LIVE and expansion of business across all locations of Prithvi BPO in India
- Mapped client metrics & accomplished overall Profit and Loss Operations
- NP of 10% within 3 months of process GO LIVE
- Worked on GB project to improve client KPI's and reduce cost of manpower and infra- manpower cost by 30% with no negative impact on deliverables
Center Head, Associate Director
Tech Mahindra Limited
Kolkata
07.2009 - 10.2012
- Identified opportunities for cost savings through improved resource utilization or streamlined processes and systems implementation.
- Coordinated with stakeholders to define service level agreements and objectives for each project.
- Formed and sustained strategic relationships with clients.
Manager Operations
IBM Daksh Business Process Services Pvt. Ltd
Kolkata
02.2006 - 06.2009
- Collaborated with internal stakeholders to ensure superior client service delivery throughout the customer lifecycle.
- Developed and implemented strategies to improve processes and procedures related to client service delivery.
Senior Executive
Hutchison Telecom East India Ltd
Kolkata
11.2001 - 02.2006
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Care Executive
BNK e Solutions Pvt. Ltd
Kolkata
02.2001 - 11.2001
- Monitored team performance against established KPIs such as quality assurance scores.
Charge
Radisson Hotels & Resorts Worldwide
Kolkata
06.2000 - 01.2001
- Identified new markets for potential business opportunities.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
Customer Care Coordinator
Jalan Distributors
Kolkata
08.1998 - 05.2000
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Leadership certification - management
University of Michigan
01.2012
PGDM - Public Relations
Bhartiya Vidya Bhavan
Kolkata01.1999
B.A - English
01.1998
Skills
- Operations Management
- Client Management
- Transitions
- People & Process Management
- Profit Accountability
- Quality process road map
- Business excellence
- Customer Experience
- Performance reviews
- Training and mentoring
- Client account management
- Outstanding customer service
- Customer relationship building
- Transition Management
- Quality Management Practices
- Process Management
- Process Road Map/ Transition
Certification
- BR (Bar Raiser) and Doc BR in Amazon
- Certified Lat (Leaders as Teachers)
- LEAD 2.0 a program for year-on-year top talent employees
- Six Sigma Green Belt
- SACA Complaint and Certified IQA Auditor
- University Business Excellence leadership program conducted by the TATA quality management Services (silver)
- Achieving Service excellence - a DALE Carnegie certification program
- Digital Mindset - a program by Deloitte on Exponential & Digital Technologies
Languages
- English
- Hindi
- Bengali
- Punjabi
Timeline
Senior Manager, Supply Chain Execution
Amazon
01.2024 - Current
Manager Operations- Senior Operations Manager
Amazon
09.2018 - 12.2023
Associate General Manager
Vodafone
11.2016 - 09.2018
GM Operations
Mphasis/ Hinduja Global Solutions
07.2015 - 11.2016
Senior Manager Operations
Tata Business Support Services Limited
06.2014 - 06.2015
General Manager Operations
Prithvi Information Solution Limited
11.2012 - 03.2014
Center Head, Associate Director
Tech Mahindra Limited
07.2009 - 10.2012
Manager Operations
IBM Daksh Business Process Services Pvt. Ltd
02.2006 - 06.2009
Senior Executive
Hutchison Telecom East India Ltd
11.2001 - 02.2006
Customer Care Executive
BNK e Solutions Pvt. Ltd
02.2001 - 11.2001
Charge
Radisson Hotels & Resorts Worldwide
06.2000 - 01.2001
Customer Care Coordinator
Jalan Distributors
08.1998 - 05.2000
Leadership certification - management
University of Michigan
PGDM - Public Relations
Bhartiya Vidya Bhavan
B.A - English
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