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
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
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