Overview
Work History
Education
Skills
Profile Synopsis
References
Personal Information
Certification
Passport
Languages
Timeline
Generic
Sukanya Dey Sarkar

Sukanya Dey Sarkar

Hyderabad

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations & TNQ Lead

Cognizant Technology Solutions
Hyderabad
11.2022 - Current
  • Managed client service desk setup and operations for Google in Manila with 250 HC.
  • Oversaw seamless support service transition, ensuring alignment with client requirements.
  • Provided leadership to a team of 12 associates, including 6 SMEs, fostering operational excellence.
  • Achieved 7% improvement in performance metrics through process reengineering and analysis.
  • Conducted weekly calibration sessions with CQA team, identifying process gaps and implementing SOPs.
  • Implemented process innovations resulting in $2 million cost reduction and enhanced service efficiency.
  • Monitored compliance with SLAs to ensure adherence to operational standards and quality benchmarks.
  • Coordinated resource management for new hires, ensuring smooth integration into workflows.

Process Specialist Trainer

Infosys BPM Limited
Bangalore
04.2021 - 10.2022
  • Aligned operational processes with stakeholder requirements and business objectives during transitions.
  • Developed and revised Standard Operating Procedures (SOPs) to maintain operational consistency.
  • Managed resources and scheduled workflows to adhere to process transition timelines.
  • Conducted performance evaluations to ensure adherence to efficiency targets.
  • Coordinated feedback with senior stakeholders to drive continuous improvement initiatives.

Operations Coordinator

karvy Data Management Service Limited
Hyderabad
03.2019 - 04.2021
  • Managed operational planning and resource allocation for ongoing projects.
  • Reviewed and updated operational documentation to align with business changes.
  • Coordinated with hiring teams to assess resource needs and project budgets.
  • Implemented training and coaching programs to enhance operational retention and efficiency.

Senior Quality Analyst

Knoah Solutions
Hyderabad
11.2017 - 02.2019
  • Evaluated calls to ensure regulatory compliance and adherence to policies.
  • Implemented training and coaching initiatives for agents to enhance performance.
  • Regularly updated process documentation (SOPs) to reflect current procedures.
  • Achieved efficiency targets by streamlining processes and workflows.

Quality Controller

ICICI Bank
Hyderabad
09.2015 - 05.2017
  • Identified and resolved process gaps through comprehensive audits.
  • Coordinated communication strategies during peak seasons for improved efficiency.
  • Delivered feedback to enhance workflows and support associate development.

Associate Trainer

Tech Mahindra
Noida
12.2012 - 08.2015
  • Performed audits to uncover and resolve process deficiencies.
  • Provided actionable feedback for improving workflows and coaching associates.

Education

Bachelor of Technology - IT

West Bengal University of Technology
06-2012

Skills

  • Google Cloud and SQL
  • MS Excel and Word
  • Salesforce expertise
  • Presentation skills

Profile Synopsis

Results-oriented operations and TNQ lead with over 10 years of experience in the BPO industry, focusing on process transition, operations management, and quality assurance, proven expertise in optimizing workflows, ensuring compliance, and enhancing operational efficiency through data-driven decision-making, skilled at engaging with stakeholders, leading teams, and implementing process improvements Proficient in tools such as Google Sheets, Docs, Slides, MS Excel, Word, and Salesforce Aiming to contribute operational expertise to a forward-thinking organization, driving impact initiatives and fostering continuous improvement.

References

Available upon request

Personal Information

  • Nationality: Indian
  • Marital Status: Married

Certification

  • Google Professional Workspace Administrator, Google, January 2023
  • Salesforce Administrator, Salesforce, 01/2018
  • Project Genius 2.0 - Generative AI 01/2025

Passport

Yes

Languages

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Operations & TNQ Lead

Cognizant Technology Solutions
11.2022 - Current

Process Specialist Trainer

Infosys BPM Limited
04.2021 - 10.2022

Operations Coordinator

karvy Data Management Service Limited
03.2019 - 04.2021

Senior Quality Analyst

Knoah Solutions
11.2017 - 02.2019

Quality Controller

ICICI Bank
09.2015 - 05.2017

Associate Trainer

Tech Mahindra
12.2012 - 08.2015

Bachelor of Technology - IT

West Bengal University of Technology

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Sukanya Dey Sarkar