SHYAMA PROSAD DAS

Client & Operations Leadership

• Managed premium accounts: HUL, Flipkart, Expedia.
• Led multi-channel ops: social, chat, email, voice, procurement, data privacy.
• Coordinated with sales/brand teams on launches and market trends.
• Boosted profitability via cost reduction and SOP enhancements.
• Streamlined HUL’s data privacy policy; ensured legal alignment.
• Improved delivery speed through e-commerce and logistics strategy.
• Used VOC insights to refine policies and elevate CX.
• Drove daily client reviews, stakeholder alignment, and issue resolution.
• Ensured governance on targets, delivery, and forecasting.
• Oversaw TLs, training, and BQ agent performance.
• Negotiated process changes to stabilize and optimize operations.
• Maintained self-performance metrics per company standards.

• Project: White Hat Jr. Proactive and Reactive: Voice and Chat Tech Support Process.| Amazon |Reliance JIO (tech support).
• Led a team of 35+ CSRs; trained, coached, and mentored to meet goals.
• Coordinated staffing, scheduling, and performance reporting to boost productivity.
• Identified and resolved capacity gaps and process bottlenecks.
• Managed service delivery, SLAs, and performance metrics; mitigated risks proactively.

• Project: Reliance Inbound (Prepaid/Postpaid/DHD/RDTV) (West and East Region).
• Manager 750 HC, 5 Team Managers, 21 TLs.
• Reduced errors through monitoring the performance of teams, maintaining shift statistics to ensure efficiency in process operations, and meeting individual and group targets.
• Attained goals by training and mentoring subordinates and provided career development opportunities through training and quality management activities.
• Ensured a smooth run of operations by driving necessary changes in staffing based on the day of the week, call volume, and other anticipated events.

• Project: MTS Telecom.
• Monitored and responded to all incidents, changes, problems and other customer service requests ensuring that the technical delivery of all services meets quality, scope and service level requirements.
• Monitored and evaluated team processes & procedures and made changes as necessary to meet or exceed department/customer metrics.
• Analysed operational metrics and worked with technical delivery teams to identify and respond proactively to trends, performance and capacity needs.
• Mentored the team members on the process, procedures and features of VoIP product and conducted user training on products after the installations were completed.

• Projects: Airtel RHD, PRHD, SHL, and K&E desk; Tele-verification Inbound and Outbound; WB 121 and 198 CC and KNE desk.
• Managed daily operations, team escalations, and acted as a liaison between frontline teams and management.
• Implemented KPIs such as FCR, AHT, CSAT, and productivity metrics to drive performance.
• Engaged with clients via email and calls; led VOC initiatives to capture and act on customer feedback.

• Projects: WB 121 & 198 CC & KNE desk; Airtel RHD & PRHD & SHL & K&E desk.
• Analyzed customer data trends to inform decision-making processes and initiatives.
• Mentored junior staff in best practices for customer interaction and problem resolution.

• Projects: Airtel RHD, PRHD, SHL, and K&E desk; TATA PTB (Public Telephonic Booth) and RTB (Rural Telephonic Booth).
• Managed customer inquiries and resolved issues through effective communication.
• Maintained accurate records of customer interactions in internal systems.

• Projects: Airtel Outbound Calling (Revenue enhancement).