SHYAMA PROSAD DAS
Salt Lake,Kolkata
Summary
Results-driven Operations Leader with 19+ years of experience in managing domestic and international premium accounts, including HUL, Flipkart, Expedia, Amazon, Jio, WhiteHat Jr., Airtel, Reliance Communications (RCom), and MTS. Proven track record of improving team performance, streamlining operations, and driving cost reduction initiatives. Skilled in OMNI Channel management, vendor management, escalation resolution, and data analysis. Adept at leading cross-functional teams and collaborating with sales/brand teams to drive business growth and enhance customer experience.
Overview
18
18
years of professional experience
5
5
Certification
Work History
Deputy Manager of Operations
CONCENTRIX
Kolkata
07.2023 - 08.2025
- Managed premium accounts: HUL, Flipkart, and Expedia.
- Experience of managing (Domestic & International) of Customer service with including OMNI Channel for 18 yrs.
- Managed Procurement & Logistic vendor Process.
- Invoice Processing / Process Optimization/ Vendor Management/ Payment Scheduling.
- Escalation Management / Reporting and Analysis – Providing regular reports and analysis on accounts payable metrics, such as payment timelines and vendor satisfaction.
- 5 years experience in International Customer Service as Assistant & Deputy Manager.
- Led a team of 250+ frontline staff, ensuring adherence to SLAs and improving overall team performance by 25% through effective training and development.
- Led multi-channel ops (OMNI Channel): 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.
Assistant Manager-Operation
CONCENTRIX
Kolkata
04.2016 - 06.2023
- Managed premium accounts: JIO Infocom, Amazon.In, Whitehat Jr.
- 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.
Associate Operation Manager
TECH MAHINDRA
Kolkata
05.2015 - 04.2016
- Project: Reliance Communications Inbound (Prepaid/Postpaid/DHD/RDTV) (West India – MUMBAI & GANDHINAGAR and East Region (WEST BENGAL+ BIHAR + JHARKHAND).
- 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.
Assistant Manager-Operation
AEGIS LIMITED
06.2014 - 10.2014
- 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.
- Analyzed 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.
Assistant Manager – Ops
MAGUS CUSTOMER DIALOG PVT LTD
Kolkata
04.2009 - 09.2013
- 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.
Team Leader-Ops
MAGUS CUSTOMER DIALOG PVT LTD
Kolkata
08.2007 - 11.2009
- 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.
CSR
MAGUS CUSTOMER DIALOG PVT LTD
Kolkata
03.2006 - 07.2007
- 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.
Tele Caller
MAGUS CUSTOMER DIALOG PVT LTD
08.2005 - 02.2006
- Projects: Airtel Outbound Calling (Revenue enhancement).
Education
B.A - English language & Literature
Shobhit University-DE
01.2014
Higher Secondary / Class 12 - Science
Shyambazar Anglo vernacular School
01.2002
Class 10 - undefined
Prafulla Kanan despriya Vidyamandir
01.2000
Skills
- Procurement
- Vendor management
- Client management
- Team management & People Development
- Quality & SLA Management
- Process Optimization & Improvement
- Cost Reduction & Risk Mitigation
- Scheduling & Resource Planning
- Cross-Functional Coordination
- Problem Solving & Emergency Preparedness
- Asset & Performance Management
Certification
- Trained in PMP Certification.
- Lean Six Sigma – Black Belt Certified (IMC & CPD).
- Lean Six Sigma – Green Belt Certified (IMC & CPD).
- Certified TTT (Train the Trainer).
- Yellow Belt Certified (Six Sigma).
- MDP (Managerial development program) certified.
- MS Office.
- Lead Now / SPARK Certified.
- Social Engineering Certified.
Accomplishments
- Recognized by the client for the best CSAT score at Magus Customer Dialog Pvt Ltd.
- Recognized as the best people manager of the year for three times in a row at Magus Customer Dialog Pvt Ltd.
- Recognized by the process head for best preparedness during Ramp up at Aegis Limited.
- Client appreciation for managing transition and ramp up at Tech Mahindra Limited.
- Appreciation and recognition from the site head for training batches during ramp-up at Tech Mahindra Limited.
- Rewarded for being the best people manager four times in two years at Concentrix Kolkata.
- Recognized and awarded with best People manager 3 times in 2 years at Concentrix Gujarat.
- Best People Manager in Quarter and OJT Performing team at Concentrix BDQ.
- Recognized as best people manager of Q1 2024 at Concentrix Mumbai.
- Recognized as the most innovative and contributing employee in process development at Concentrix.
- Quarterly RNR Top performing AM recognition, Dine with Leaders-JIO at Concentrix Kolkata.
- Rewarded the 'Front line leader' for the best Leader at Concentrix Kolkata.
- Best Assistant Manager in Quarter and OJT Performing team at Concentrix BDQ.
- YELLOW BELT certified in Lean Six Sigma at Concentrix BDQ.
- SPARK & LEAD NOW Certified at Concentrix Mumbai, BDQ, Kolkata.
- ROOT/INNOVATION SPOC for MUMBAI Whitehat.Jr account with successful implementation at client level-MUM Concentrix.
Languages
Bengali
English
Hindi
Activities
- Conducted CSR activity on behalf of the organization.
- Participated in multiple beach cleaning activities as part of a CSR activity.
- Participated in multiple client-facing open houses and shared valuable inputs for business development.
- Attended and gained certification of TTT (Train the trainer) Program.
- Participated in the Management Development Program at Tech Mahindra.
Bold Profile
https://bold.pro/my/shyama%2Dprosaddas%2D250727133049/172r
Personal Information
- Date of Birth: 7-May-1982
- Gender: Male
- Marital Status: Married
Timeline
Deputy Manager of Operations
CONCENTRIX
07.2023 - 08.2025
Assistant Manager-Operation
CONCENTRIX
04.2016 - 06.2023
Associate Operation Manager
TECH MAHINDRA
05.2015 - 04.2016
Assistant Manager-Operation
AEGIS LIMITED
06.2014 - 10.2014
Assistant Manager – Ops
MAGUS CUSTOMER DIALOG PVT LTD
04.2009 - 09.2013
Team Leader-Ops
MAGUS CUSTOMER DIALOG PVT LTD
08.2007 - 11.2009
CSR
MAGUS CUSTOMER DIALOG PVT LTD
03.2006 - 07.2007
Tele Caller
MAGUS CUSTOMER DIALOG PVT LTD
08.2005 - 02.2006
B.A - English language & Literature
Shobhit University-DE
Higher Secondary / Class 12 - Science
Shyambazar Anglo vernacular School
Class 10 - undefined
Prafulla Kanan despriya Vidyamandir