Susmita Bandyopadhyay
Kolkata
Summary
Service Enablement Professional at BT Group specializing in transformation and continuous improvement initiatives. Expertise in Lean & Change management, Agile principles, and project management to enhance business efficiency and customer experiences. Proven ability to streamline workflows and optimize resources, resulting in timely project outcomes. Over 13 years of experience in managing teams and processes, with a strong background in data visualization for impactful stakeholder presentations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Enablement Professional
BT E-Surv India Pvt Ltd
09.2022 - Current
- Systematically providing qualitative and quantitative data and insight into the key customer experience issues from a service standpoint in the GBS Customer Experience unit.
- Implementation of service excellence-assigned initiatives in the plan to time and quality.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- The Change Manager for Sub LOBs would be responsible for end-to-end change implementation and control.
- Support Operations Lead as the service interface and engagement with the respective business units, acting as a single point of contact for LOBs on day-to-day, in-life service-related matters.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Overall, reactive and proactive management of the service being delivered across all operational delivery KPIs.
- Support escalation resolution for all matters relating to the service they are receiving on CSS services, and ownership of the development and delivery of Service Improvement Plans.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Deputy Manager Operations
Concentrix Daksh Services Pvt Ltd
07.2016 - 09.2022
- Company Overview: Country, India.
- I managed an email and chat support team for a Germany-based client, overseeing a total of 55 members, including 8 Subject Matter Experts (SMEs).
- Met and exceeded client metrics: external and internal operations, and quality metrics to be consistently green.
- Strengthen the operations management process/framework to improve delivery.
- Providing day-to-day supervision to a group of associates, including work and attendance monitoring, in accordance with organizational policy and applicable legal requirements.
- Regularly impart effective coaching to team members, ensuring consistent, high-performance delivery.
- Identifying performance-related issues, develop action plans for improvement, and implement corrective measures.
- Ensuring the service delivered to our customer meets contractual Key Performance Indicators (KPIs), and financial expectations.
- Provided guidance and support to team members to help them achieve goals.
- Developed and implemented new procedures to improve efficiency of the organization.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Communicating expectations to the team members and providing timely updates.
- Provided subject matter expertise in handling escalated customer chats.
- Conducted team meetings to ensure expedient communication of relevant information, an open forum for inputs, and to schedule and organize team activities.
- Stay current on internal work processes, policies, and procedures, and attend required manager development training programs.
- Promoting company values, leading by example, and 'walking the talk'.
- Responsible for managing the operations seamlessly, ensuring timely SLA delivery, and maintaining high levels of employee and customer satisfaction.
- Ensure team members achieve agreed-upon work standards.
- Coaching and mentoring team members, enabling them to effectively lead their teams.
- Collaborated with internal teams, inter-departments, and cross-functions across locations.
- Acted as the primary contact for all issues and inquiries related to the assigned business.
- Driving performance with a human touch.
- Ensuring staff engagement and motivation at all times.
- Driving learning, development, and also the mental wellness program.
First Line Manager
Wipro Limited
10.2012 - 07.2016
- Exceeded client metrics by ensuring consistent green performance in external and internal operations.
- Strengthened operational management processes to enhance service delivery.
- Supervised daily activities of associates, monitoring work and attendance per organizational policies.
- Coached team members regularly to maintain high-performance standards.
- Identified performance issues, developed action plans, and implemented corrective measures.
- Ensured services met contractual Key Performance Indicators (KPIs) and financial expectations.
- Communicated expectations clearly to team members with timely updates.
- Facilitated team meetings for effective communication and organized team-building activities.
- Conducted regular performance reviews, providing feedback on areas of improvement.
- Organized training sessions for new and existing employees on company policies and procedures.
- Managed day-to-day operations of the team, ensuring tasks were completed in a timely and efficient manner.
Education
Bachelor of Arts -
Calcutta University
Kolkata, India07-2011
Skills
- Kaizen and continuous improvement
- Lean methodologies and Six Sigma
- Change management strategies
- Process reengineering and optimization
- Conflict resolution techniques
- Growth mindset development
- Compliance management practices
- Stakeholder engagement skills
- Effective communication abilities
- Operations and project management
- Team management and collaboration
- KPI monitoring and analysis
- Service delivery excellence
Certification
Lean practitioner
Change management practitioner
Languages
- Bengali
- Hindi
- English
- German
Total Work Experience
12 Years 8 Months
Projects
1. Call handling time reduction and guided help conformance improvement
2. One-stop shop (digital transformation)
3. Repeats reduction and reevaluation in the voice area
4. Credit reduction
5. Optimizing campaign transfer
6. Sprinklr auto validation
7. Chat awaiting queue optimization
8. Webform standardization
9. Guided help flow restructuring
10. Business process rework (multiple)
11. Implementation of robotics process automation (multiple)
Timeline
Service Enablement Professional
BT E-Surv India Pvt Ltd
09.2022 - Current
Deputy Manager Operations
Concentrix Daksh Services Pvt Ltd
07.2016 - 09.2022
First Line Manager
Wipro Limited
10.2012 - 07.2016
Bachelor of Arts -
Calcutta University
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