SHOUNAK DAS MAHAPATRA
Kharagpur
Summary
Experienced professional with over 16 years in project management, sales operations, people leadership, workforce optimization, and customer experience delivery. Skilled in managing high-performing teams across global geographies, implementing Agile and Waterfall methodologies, and driving business transformation. Recognized for effective stakeholder management, strategic thinking, and leading initiatives that reduce costs and boost operational efficiency. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager
Copart India Center
Hyderabad
04.2024 - 06.2025
- Lead Cash for Cars procurement operations with a 200+ member team.
- Oversaw end-to-end customer contact, vehicle purchase, and logistic coordination.
- Designed data-driven sales strategies to meet and exceed targets.
- Managed vendor negotiations, optimizing vehicle pick-up costs and efficiency.
- Improved team productivity through consistent performance monitoring, training, and feedback.
- Developed and implemented new operational policies to streamline workflows and reduce cost.
- Ensured regulatory compliance and drove technological integrations to enhance business output.
Principal Professional Service Consultant
Aspect Technology Center India Pvt Ltd
Bengaluru
07.2021 - 01.2023
- Delivered consulting and implementation support to clients like Dell, Microsoft, JPMorgan Chase, and Wells Fargo.
- Conducted training/workshops to improve client contact center performance.
- Built strong relationships with client leadership, pitching cross-sales and up-sales for SaaS products.
- Reviewed client operations, provided strategic recommendations, and optimized customer experience.
- Designed innovative business processes with measurable value additions.
Senior Workflow Analyst
Amazon Development Center India Pvt Ltd
Hyderabad
08.2019 - 07.2021
- Led a team of 7 analysts catering to the company's consumer support business (contact center) for the North America.
- Created accurate short-term forecasts and managed staffing requirements across in-house and outsourced teams.
- Led a 37 FTE offshore migration project from the US to India reducing operational cost significantly.
- Shared workflow related knowledge with stakeholders and acted as SME for forecasting tools.
- Initiated and implemented a project that reduced 120 hours of weekly manual workload.
Resource Associate
BT e-Serv India Pvt Ltd
Kolkata
09.2016 - 07.2019
- Prepared weekly/monthly staffing plans ensuring adequate workforce alignment.
- Led cross-skill training projects, reducing hiring requirements by 10 FTEs.
- Mentored team members for performance improvement and professional growth.
- Maintained incentive calculation frameworks and drove team excellence.
Analyst
HSBC Electronic Data Processing India Pvt Ltd
Kolkata
08.2008 - 09.2016
- Forecasted contact volume trends and scheduled staffing to optimize resource allocation.
- Served as liaison between HSBC and vendor (Aspect) for tool issue resolution.
- Implemented the workflow process within the bank's collection section across Asia-Pacific.
- Supported senior management as SME across APAC regions.
- Recognized for consistent delivery of quality service and operational impact.
- Led consolidation and budgeting projects, reducing FTE by 24%.
- Migrated two US portfolios to India WFM, creating 7 new FTEs.
- Improved forecast accuracy and ensured full compliance with regulatory standards.
Education
Bachelor of Commerce - Marketing Management
Vidyasagar University
KD College Of Commerce & General Studies04.2009
Skills
- Operations Management
- Resource & Capacity Planning
- Stakeholder Engagement
- Project Management (Agile & Waterfall)
- Sales & Vendor Negotiation
- People Management
- Customer Success
- Customer Experience Management
- CRM and WFM Tools (Aspect, NICE, SaaS, etc)
Certification
PRINCE2 Agile Foundation, PeopleCert, 11/01/21
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Operations Manager
Copart India Center
04.2024 - 06.2025
Principal Professional Service Consultant
Aspect Technology Center India Pvt Ltd
07.2021 - 01.2023
Senior Workflow Analyst
Amazon Development Center India Pvt Ltd
08.2019 - 07.2021
Resource Associate
BT e-Serv India Pvt Ltd
09.2016 - 07.2019
Analyst
HSBC Electronic Data Processing India Pvt Ltd
08.2008 - 09.2016
Bachelor of Commerce - Marketing Management
Vidyasagar University
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