Supratim Sarkar
Operations Business Analysis
Kolkata
Summary
Experienced business improvement professional with a track record of delivering top-notch quality and service. Over 17 years in the industry, consistently acknowledged for exceptional performance. Recognized for meticulous attention to detail, effective decision-making, adept deadline management, and conducting comprehensive team reviews. Proficient in analysis and quantitative problem-solving, dedicated to propelling company growth and implementing impactful improvements.
Overview
18
18
years of professional experience
1
1
Language
Work History
Business Improvement Professional
BT Global Business Services
11.2022 - Current
- Experienced Business Improvement Professional with a proven track record of driving operational excellence, optimising processes, and enhancing organisational performance.
- Adept at analysing complex business challenges, identifying areas for improvement, and implementing strategic solutions that deliver tangible results.
- Strong communicator and collaborator, capable of fostering cross-functional teamwork, and leading initiatives to successful completion.
- Continuously focused on driving innovation, increasing efficiency, and maximising overall business value.
- Saved £1.2M by implementing cost-saving initiatives.
- Identified issues, analysed information and provided solutions to problems.
- Engaged with customers to better understand needs and deliver excellent service.
- Built and maintained courteous and effective working relationships.
- Collaborated with team members to achieve target results.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Prepared range of written communications, documents and reports.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Picked up additional tasks to aid team success.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
Technical Delivery Team Leader
BT E-Serve India Pvt Ltd
04.2016 - 10.2022
- My journey as a lead offered opportunity to work with Service Delivery and Fibre Network Delivery in Openreach
- I could execute my experience in Voice, Chat and Data for Service Delivery
- Governed FND Team of 52 engineers with multiple critical projects
- Achieved 36% IJP movement with a vision of transformation within Q3'21
- Stake holder management and negotiation skills on critical decision making, is my strength
- My vision is to create efficient and innovative team to surpass company goals
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Completed audits and risk assessments to achieve regulatory compliance.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Resolved complex customer enquiries, disputes and complaints.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
Group Leader
Wipro
11.2014 - 04.2016
Process Trainer
Wipro
09.2011 - 11.2014
Subject Matter Expert
Wipro
03.2011 - 09.2011
Technical Support Associate
Wipro
09.2007 - 03.2011
Education
Bachelor's - Information & Technology
Sikkim Manipal University
Gangtok, IN-SKSkills
Workflow automation expertise
Process transition
Task mining expertise
Design comprehensive service catalogue
Strategic document creation
Value tree development and implementation
Analytical writing
Analytical insights based on data trends
Project scope definition
Operational efficiency mapping
Strategic business evaluations
Power BI data visualization
Collaborative problem-solving
Problem-solving aptitude
Analytical thinking
Guiding professional development
Quality improvement initiatives
Lean Six Sigma implementation skills
Stakeholder relationship management
Data interpretation
Professional presentation design
Focus on high standards
Critical analysis
Maintains focus during challenging circumstances
Cross-functional teamwork
Service excellence
Team leadership
Skilled in prioritizing concurrent responsibilities
Diligent and trustworthy
Clear oral communication
Effective team management
Clear interpersonal communication
Certifications & Workshop
- LSSGB certified
- Jira certified
- Scrum Basic certified
- Pioneer
- Fundamental Of Management
- Basic Facilitation Skill
Value Add
- CI Drive
- Kolkata ISO Security review
- Kolkata Risk & Compliance review
- Project transition
- Mentor - Talent Pool
- Employee Engagement
Innovation & Efficiency
- Delivered efficiency worth 10 FTE in Q1’24
- Delivered direct benefit to Openreach of c£0.8M in Q1 2023 and acknowledged by Onshore Partner Manager
- Delivered direct benefit to Openreach of c£0.38M in Q4 2022 and acknowledged by Onshore Partner Manager
- Presented My business on "World Quality" Day in "Corner Stone" category.
- Launched innovative idea to encourage new hires performance at per with tenure team in Nov'21 - "Apprentice Premiere League"
- Launched simplified interactive process map to support higher delivery ensuring best performance on Critical to Quality
- Increased campaign effectiveness and delivered OPEX by 25% through Time and Motion study and RCA on average handling time of transaction.
- Delivered consistent growth on Net promoter Score up to 96% for Chat Campaign through consistent coaching and feedback session.
- Developed cost free platform on HTML to enhance process knowledge.
Accomplishments
- Brilliant Performance rating, 2024/25
- CFU Business Services Q4 All-team call winner, 2025-04-02
- Brilliant Performance rating, FY 2023/24
- H2 Best Enabler, 2023-04-01
- Top Performer, 2023-12-01
- CFU Business Services Q3 All-team call winner, 2022-10-01
- Best performer on innovative thinking, 2023-10-01
- OR Winners for All-team Call, 2023-02-01
- Top performer, 2022-11-01
- Brilliant Performance rating, 2021-04-01
- Best Team Award in GBS Live, 2021-01-01
- Leaders Leading the Way Recognition for Q1 & Q2, 2021-06-01
- Best Team Manager honor for Biannual, 2020-01-01
- Best Team Manager honor for year, 2018-01-01
- Complaints Prevention Champ on Site
- STAR TRAINER OF BT RETAIL PROCESS, 2014-10-01
- OUTSTANDING PERFORMER FOR THE Q3, 2014-10-01
Timeline
Business Improvement Professional
BT Global Business Services
11.2022 - Current
Technical Delivery Team Leader
BT E-Serve India Pvt Ltd
04.2016 - 10.2022
Group Leader
Wipro
11.2014 - 04.2016
Process Trainer
Wipro
09.2011 - 11.2014
Subject Matter Expert
Wipro
03.2011 - 09.2011
Technical Support Associate
Wipro
09.2007 - 03.2011
Bachelor's - Information & Technology
Sikkim Manipal University