Shatadru Das
Bangalore
Summary
Motivated Process Leader with expertise in streamlining operations and enhancing efficiency. Possess strong leadership skills, adept at establishing clear objectives and driving team success. Have demonstrated ability to implement effective process improvements that enhance productivity and performance. Previous work has consistently resulted in improved operational effectiveness and increased profitability.
Overview
16
16
years of professional experience
Work History
Process Leader
Firstsource Solutions Pvt. Ltd.
Bangalore
11.2020 - 09.2024
- Monitored production and identified areas of opportunity for improvement in quality, service delivery, morale, and productivity.
- Provided technical guidance to production staff on efficient operation by coaching on a one-on-one basis.
- Conducted regular reviews of current performances to identify opportunities for improvement or development.
- Analyzed data from production activities across different sites for optimization purposes.
- Implemented corrective action plans when necessary to address any nonconformities found during audits or inspections.
- Created detailed reports outlining results from process analysis projects.
- Performed root cause analysis on issues encountered and proposed solutions accordingly.
- Ensured compliance with applicable regulations concerning quality metrics and regulations.
- Participated in meetings with clients, discussing possible strategies for improving existing production methods or introducing new ones.
- Managed the scale-up of new processes from pilot to full-scale production. Joined a pilot process back in Nov 2020 and stood with it for the next 4 years.
Team Lead
Aegis Customer Support Services Pvt. Ltd.
Bangalore
02.2019 - 06.2020
- I was working as a team leader for a background verification process. My KPIs included the following:
- Verification Success Rate.
- Overall contact ratio.
- Client and customer surveys.
- Audits and error correction.
Specialist
JP Morgan & Chase Company
Bangalore
05.2016 - 07.2018
- The job profile was associated with fraud analysis and loss mitigation. It was a voice-based process related to validating banking transactions.
Senior Customer Service Associate
Firstsource Solutions Pvt. Ltd.
Bangalore
05.2015 - 05.2016
- Voice based process related to billing and technical queries for a UK based cable TV service.
Verification Analyst
First Advantage Offshore Services Pvt. Ltd.
Bangalore
08.2014 - 01.2015
- Non voice profile based on document verification for the APAC region.
Service Support Representative
Unisys India Pvt. Ltd.
Bangalore
06.2010 - 12.2013
- Semi voice process related to dispatch for computer and server technicians in the US and ensuring compliance of service levels.
Customer Service Executive
HSBC
Bangalore
09.2009 - 06.2010
- Voice-based process for resolving banking queries for UK-based customers, with upselling as a key feature.as a key feature.
Early Intervention Coordinator
Ocwen Financial Services Pvt. Ltd.
Bangalore
11.2008 - 08.2009
- Voice based process involved in collection of mortgage loans related to the sub prime market in the US.
Education
BBA - Business Management
ICFAI University
Tripura11-2018
ICSE - Science Education
De Nobili
Dhanbad03-2001
Skills
- Innovation and creativity to improve sales metrics
- Usage of statistical tools, like Tableau
- Report generation and interpretation based on Excel
Affiliations
- Have been a part of environment awareness activities.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Accomplishments
- Have been awarded the best team leader for sales in quarterly RNRs.
Hobbies
- Loved trekking the Himalayas. Maximum acquired height was close to sixteen thousand feet. Learned team bonding while trekking which I later used as a soft skill in my tenure as a team leader.
Timeline
Process Leader
Firstsource Solutions Pvt. Ltd.
11.2020 - 09.2024
Team Lead
Aegis Customer Support Services Pvt. Ltd.
02.2019 - 06.2020
Specialist
JP Morgan & Chase Company
05.2016 - 07.2018
Senior Customer Service Associate
Firstsource Solutions Pvt. Ltd.
05.2015 - 05.2016
Verification Analyst
First Advantage Offshore Services Pvt. Ltd.
08.2014 - 01.2015
Service Support Representative
Unisys India Pvt. Ltd.
06.2010 - 12.2013
Customer Service Executive
HSBC
09.2009 - 06.2010
Early Intervention Coordinator
Ocwen Financial Services Pvt. Ltd.
11.2008 - 08.2009
BBA - Business Management
ICFAI University
ICSE - Science Education
De Nobili
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