SUJOY KUMAR BISWAS

Certified Project Management Champion, Generative AI Expert, Master Black Belt Six Sigma Certified professional along with an MBA in marketing and operations with over 26 years of experience in quality assurance, customer care, project management, operations, statistical & business intelligence tools and people management in the telecom sector. Deft in leading teams for running projects across processes & experience of developing procedures, service standards for business excellence. Deft at handling projects successfully through all the milestones of its lifecycle. Experienced in applying AI, BI & statistical tools , developing and reviewing performance reports, identifying areas to improve, and implementing measures to improve performance levels of the process associates. Expertise at building and maintaining strong professional relationships with stakeholders, internal functions and vendors for the achievement and fulfillment of customer requirements and for operational excellence.

• Teleperformance Global Services, Manager - PEX (Process Excellence), 01/22, Present,
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Identified and facilitated deployment of AI based automation tools resulting in the improvement of Quality Transaction process, AHT reduction, sales conversion. NPS, FCR.
• Project benefits of more than 60 M euros realized in 2024 by successfully completing improvement projects on NPS, CSAT Improvement, Shrinkage & Staffing Attainment Units, FCR Improvement, Quality Improvement, AHT Reduction, Sales conversion improvement, Productivity Improvement, Correct Ticket Closure, Attrition Reduction across all major domains comprising of Travel, BFSI, Utility, Telecom & Technology, Consumer Deliverable, Employee Experience.
• Received Start Employee Of The Year award for 2024.
• Vodafone, Bihar & Jharkhand, Dy Manager – Zonal Customer Operations, 06/08, 10/20, Ranchi Zone, 03/19, 10/20, Effectively handled zonal customer service operations of Ranchi zone which comprises of entire Jharkhand., Effectively handled customer operations for the zone comprising of Postpaid base of 49000 and Prepaid base of 600000., Scaled up monthly revenue from Postpaid base by 58% from Rs 6,23,000 in Mar’19 to Rs 9,844,630 till Oct’20., Reduced average churn of postpaid base from 6% in Mar’19 to 3.2% till Oct’20., Identified improvement areas and initiated projects which led to TNPS improvement of 7% for Vodafone, from 22.8 in Mar 2019 to 24.3 in Mar 2020., TNPS improvement of 53% for Idea brand achieved, from 10.4 in Mar 2019 to 15.9 in Mar 2020., Ensured instant and within TAT resolution of customer issues with the help of a team comprising of 6 ASMs, 14 TSMs and 3 Backoffice supports., Purnea Zone, 10/18, 02/19, Effectively handled zonal customer service operations of Purnea zone., Gaya Zone, 2015, 09/18, Led zonal customer operations for Gaya Zone comprising of 6 DHQ’s and managing 50 people., Implemented projects at zone which led to improvement of A2 Center TAT from 42% in Feb’16 to 93% in Jun’16, Retailer to EV TAT from 36% in Feb’16 to 56% in Jun’16, Mpesa rejection decreased from 21.1% in Feb’16 to 1.29% in Jun’16., Initiated tie up with India Power (Electricity provider) at Gaya through Mpesa which led to daily billing of > 2.0 lacs per day through Vodafone., Reduced HVC/UHVC churn at Gaya Zone from 5% in Feb’15 to 1.24% in Jun’16., Ensured continuous improvement through small projects like TNI / Quiz / Jankari keywords, Mpesa Dhamaka contest, Sher-e-Gaya contest, Retail Jockey project, Training @ Tea program.
• Aircel, Bihar & Jharkhand, Senior Executive – Customer Care, 10/06, 06/08, Administered the complete customer care operations and worked as part of core team involved in the launch of Aircel in Bihar / Jharkhand., Managed the launch of easy recharge in Muzaffarpur, ensured effective distribution, FOS, Retailer training, CAF collection, audit, AV, procurement and disbursement of easy recharge SIMs., Laid down several processes including Prepaid activation process for Bihar and Jharkhand telecom circle.
• Reliance Telecom Limited, Bihar & Jharkhand, Assistant Manager - Customer Care, 01/02, 10/06, Spearheaded the complete distributed customer care operation at Muzaffarpur, along with a team of 18 people., Enhanced the skills of the team members by imparting necessary trainings on product offerings at Reliance Service Providers’ centres.

• Lucas India Services Limited, Patna, Bihar, Office Coordinator, 03/01, 03/02
• Christian Broadcasting Network, Patna, Bihar, Promotional Secretary, 01/99, 02/00

Certified Project Management Champion, Generative AI Mastermind Certified, Master Black Belt Six Sigma Certified  professional along with an MBA in marketing and operations with over 26 years of experience in quality assurance, customer care, project management, operations, statistical & business intelligence tools and people management in the telecom sector.

• Date of Birth: 09/02/77
• Marital Status: Married