Utsab Sarkar
Bengaluru
Summary
Motivated and results-driven professional with over a decade of expertise in Customer Solutions Management, Service Delivery, and Operations Management. Proven track record of success in driving key business metrics, with a focus on Client Relationship, Retention, Stakeholder Management, and Risk Mitigation. Skilled in decision-making, problem-solving, training and development, budget management, process automation, and compliance monitoring. Known for optimizing service delivery processes to ensure outstanding customer satisfaction. Strong leadership abilities, project management skills, and effective collaboration with cross-functional teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Project Manager
Deluxe Entertainment
Bengaluru
06.2022 - 07.2023
- Developed and maintained project plans, timelines, and budgets.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Negotiated with project stakeholders or suppliers to obtain resources or materials.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Created team objectives and roles with specific goals outlined for each individual.
- Created and implemented processes to ensure successful completion of projects.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
Key Account Manager
Joveo Technologies
Hyderabad
05.2021 - 09.2021
- Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
- Created presentations for key stakeholders regarding progress updates or proposals for new initiatives.
- Established strong relationships with clients through regular communication and follow-up activities.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Implemented processes that increased operational efficiency while maintaining quality standards.
- Utilized sales data and client feedback to improve organizational strategies.
- Followed up with clients to gauge product success and promote satisfaction.
- Identified new opportunities for growth within existing accounts, as well as potential new customers.
- Increased profitability and revenue by generating 1.5x profit of $300,000 in sales.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Team Leader - Service Delivery
Accenture
Bengaluru
08.2018 - 05.2021
- Established KPIs to measure team performance against set objectives.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Met with stakeholders to collaborate and resolve problems.
- Reviewed program plans to develop and coordinate activities.
- Managed service desk operations, including handling customer inquiries and complaints.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Worked closely with vendors to ensure timely delivery of network solutions.
- Identified trends in customer queries which allowed us to proactively address potential problems before they arose.
- Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
- Achieved cost-savings by developing functional solutions to problems.
Team Leader - Service Delivery
DXC Technologies
Bengaluru
06.2016 - 08.2018
- Tracked key performance indicators associated with service delivery operations in order to measure success against goals.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Monitored team performance and provided guidance on processes and procedures.
- Analyzed customer data using various tools such as spreadsheets and databases, in order to identify trends or patterns that could be used to improve services offered.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Communicated effectively both verbally and written with internal stakeholders regarding any changes or updates related to services being delivered.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Organized client meetings to provide project updates.
- Performed root cause analysis on any problems encountered during service delivery activities.
- Assisted in developing budgets for projects related to service delivery initiatives.
Customer Support Team Leader
Intelenet Global Services
Bengaluru
09.2015 - 05.2016
- Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
- Implemented changes that improved overall customer satisfaction levels by 15%.
- Managed, monitored and evaluated customer support team members to ensure performance expectations were met.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Provided guidance, direction and feedback to customer support team members on a regular basis.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Conducted weekly team meetings to discuss progress, challenges and opportunities within the department.
- Generated monthly reports summarizing the activities of the Customer Support Team for review by executive leadership.
Desktop Support Engineer
Swadesh Softwares
Durgapur
02.2011 - 08.2015
- Performed server patching activities using Windows Server Update Services.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Attended customer service meetings to address any ongoing issues or concerns.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Bachelors in Computer Application - Computer And Information Sciences
Durgapur Society of Management Science
Durgapur, West Bengal, India08-2010
Skills
- Project Management
- Service Delivery Management
- Operations Management
- Stakeholder Management
- SLA Management
- Incident Management
- Problem Management
- Change Management
- Resource Management
- Vendor Management
- Schedule Management
- Performance Management
- Quality Management
- Contract Management
- Conflict Management
- Budget Control
- Customer Engagement
- Risk Mitigation
Certification
- ITIL 4 ® Foundation – Axelos
- PMI-ACP® - Agile Certified Practitioner
- Six Sigma Green Belt - AIGPE
- Operational Excellence: Through LEAN Methodology - OEE Consulting (UK)
Accomplishments
- Deluxe Entertainment: Consistently delivered medium and high complexity projects and delivering values to the client receiving client accolades.
- Joveo Technologies: Consistently met weekly and monthly growth opportunities, achieving a pipeline three times the target within three months.
- Accenture: Accomplished successful implementation of multiple automation projects, resulting in cost benefits, significantly adding value to the business.
- Accenture: Received high client appreciation and accolades for managing the reverse knowledge transfer for a diamond client during the process transition.
- Accenture: Identified opportunities for organic growth and effectively transitioned them back to Accenture, receiving appreciation from both the client and the business for the cost effective process.
- DXC Technology: Recognized as the best performer for consecutive quarters, March 2018 and June 2018, for consistently overachieving the set metrics as a team.
- Swadesh Softwares: Received various rewards and recognition for outstanding and consistent individual performance. Accomplished successful implementation of multiple automation projects, resulting in cost benefits, significantly adding value to the business
Timeline
Project Manager
Deluxe Entertainment
06.2022 - 07.2023
Key Account Manager
Joveo Technologies
05.2021 - 09.2021
Team Leader - Service Delivery
Accenture
08.2018 - 05.2021
Team Leader - Service Delivery
DXC Technologies
06.2016 - 08.2018
Customer Support Team Leader
Intelenet Global Services
09.2015 - 05.2016
Desktop Support Engineer
Swadesh Softwares
02.2011 - 08.2015
Bachelors in Computer Application - Computer And Information Sciences
Durgapur Society of Management Science
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