SUJOY BISWAS2nd Floor, H/O Kundan Singh, In front of BJP Office, Ashok Nagar, A P Colony, Gaya 823001

+91 9709018237 | sujoy.biswas@vodafone.com | itssujoy@rediffmail.com

Looking for senior managerial assignments in:Quality Assurance - Customer Relationship Management – Process Management

CAREER OVERVIEW: Black Belt Six Sigma Certified professional with over 14 years of experience in quality assurance, customer care, process management, operations and people management in the telecom sector. Presently working as Deputy Manager – Customer Operations with Vodafone.

Deft at leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

Experienced in performing quality checks, developing and reviewing performance reports, identifying areas to improve, and implementing measures to improve performance levels of the process associates.

Skilled at providing high value-added services to customers by providing them efficient services, and enhancing satisfaction levels; Succeeds in providing appropriate solutions to the customer’s queries and grievances.

Expertise at building and maintaining relationships with key vendors, establishing large volume, and high profit accounts with excellent level of retention and loyalty.

AREAS OF STRENGTH

Process Management Operations Management Quality AssuranceAudits/ Inspection Feedback Training & DevelopmentPerformance Improvement New Set-ups Sales/ MarketingBusiness Development Statutory Compliance Customer RelationshipGrievance Addressal Coordination/ Liaison Team Management

CAREER FEATURES

Since Jun 08 Vodafone, Bihar & Jharkhand as Deputy Manager – Customer Operations

Zonal Customer Operations Leading zonal customer operations for Gaya Zone comprising of 6 DHQ’s and managing 50 people. Implemented projects at zone which led to improvement of A2 Center TAT from 42% in Feb’16 to 93% in Jun’16,

Retailer to EV TAT from 36% in Feb’16 to 56% in Jun’16, Mpesa rejection decreased from 21.1% in Feb’16 to 1.29% in Jun’16

Initiated tie up with India Power ( Electricity provider ) at Gaya through Mpesa which led to daily billing of > 2.0 lacs per day through Vodafone.

Reduced HVC/UHVC churn at Gaya Zone from 5% in Feb’15 to 1.24% in Jun’16 Ensured continuous improvement through small projects like TNI / Quiz / Jankari keywords, Mpesa Dhamaka

contest, Sher-e-Gaya contest, Retail Jockey project, Training @ Tea program. Sales support vide providing business intelligence through data and trend analysis and activity design for

increasing awareness and compliance on process and products.Retail Leading complete retail quality operations, while managing a team of 450 people. Steered efforts establishing the quality assurance across retail touch points in B&J, which resulted improvement in

CSAT from 83% to 95%, and quality score from 65% to 85% over a period of 6 months. Involved in ensuring adherence to quality parameters across all touch points vide audits, analysis, briefings and

quality sessions. Coordinating with retail, sales & marketing departments in closing observed gaps vide audits, analysis and

recommendations and worked on over 8 corporate projects at call centre and retail and reporting within timelines. Increased the customer satisfaction index from 83% to 95% over a period of 6 months by identifying

opportunities and launching projects Fore fronting the external audits and received pass rating and improved external audit quality score from 62% to

85% by identifying opportunities and launching projects.

Call Center Quality Launched and implemented CBO process for BnJ successfully meeting all benchmarks in IQ, EQ, CSAT and

Within TAT closure, Tagging accuracy. Introduced and implemented quality assurance across Inbound, outbound, data call centers and DHL.

Adhered to QA parameters across all operations including call audits, dipstick, feedback, outlier management, calibration, quality sessions, and data analysis.

Leading the efforts towards identifying gaps and rolled out projects for achieving CSAT, Repeat, EQ ( external quality) audits, IQ ( internal quality) audits, Waste Call, correct tagging targets.

Improved the call handling time from over 180 seconds to less than 150 seconds per call.

Oct 06 – Jun 08 Aircel, Bihar & Jharkhand as Senior Executive – Customer Care

Administered the complete customer care operations and worked as part of core team involved in the launch of Aircel in Bihar / Jharkhand.

Managed the launch of easy recharge in Muzaffarpur, ensured effective distribution, FOS, Retailer training, CAF collection, audit, AV, procurement and disbursement of easy recharge SIMs.

Laid down several process includingo Prepaid activation process for Bihar and Jharkhand telecom circle.o Customer care process for Bihar and Jharkhand telecom circleo Process for the requirement, recruitment and training of Customer Care and FOS manpower at the

Cell City o Zone (Distributor Point) involving POI / POA requirement and collection and Address Verification

Process for Bihar and Jharkhand. Ramped up the team from 4 to 15 over a period of one month, and imparted need based trainings which

improved the employee efficiency during launch time. Overseeing several floor operations at Cell City Zone such as prepaid activation process, customer care

process) CAF collection and dispatch, documentation, AV operations, barring/unbarring, Sim Replacement. Ensuring 100% uptime connectivity at the Cell City Zone for the smooth running of the modules, sending and

receiving of reports. Organized and conducted the following training programs:

o Prepaid Activation Process to the Floor Managers (Bihar / Jharkhand), ll Center executives.o IN, VAS & Modules Process to the Floor Managers (Bihar / Jharkhand), Call Center Executives.o Customer Care Process to the Floor Managers (Bihar / Jharkhand )o POI / POA requirement and collection to the Floor Managers (Bihar /Jharkhand), Call Center

Executives.o AV Process to the Floor managers and AV Agent ( Bihar / Jharkhand )

Attended training programs on Customer Care operation at Aircel Regional Office, West Bengal and IN, VAS & Modules at NOC, Kolkata.

Jan 02 – Oct 06 Reliance Telecom Limited, Bihar & Jharkhand as Assistant Manager - Customer Care

Spearheaded the complete distributed customer care operation at Muzaffarpur, along with a team of 18 people. Enhanced the skills of the team members by imparting necessary trainings on product offerings at Reliance Service

Providers’ centres, showroom updation and infrastructure availability taken care of the new and existing service. Organized several promotional activities such as road shows, customer camp, and retailer meets. Increased awareness among retailers about products, services and changes, understanding of issues at the

retailers’ end with proper escalation and understanding factors. Brought down churn through regular outcalls, service providers to new customers, customers going into grace

period and retailers. Increased the customer satisfaction by regular interaction with the customers and resolving issues related to billing,

network, VAS and feedbacks. Additionally responsible for ensuring healthy network and resolution of network or other complaints, if any, in the

cluster by coordinating with the network team. Significantly improved the brand visibility in the cluster through effective marketing and appropriate placement

of hoarding display, POP materials and glow signboards at service providers and retailers end. Forged business deals with retailers, dealers, hotels and other business parties for offering discount prospective

customers, which generated substantial revenue. Prepared and generated various MIS reports such as General Query and Complaint, competition details, and KRA.

PAST ENGAGEMENTS

Mar 01 – Mar 02 Lucas India Services Limited, Patna, Bihar as Office CoordinatorJan 99 – Feb 00 Christian Broadcasting Network, Patna, Bihar as Promotional Secretary

EDUCATION

2010 MBA – Marketing and Operations from IMT, Ghaziabad

1997 Bachelor of Science – Electronics from Anugrah Narayan College

CERTIFICATION

Black Belt in Lean Six Sigma from Benchmark Six Sigma, Kolkata, West Bengal Certificate in Computing from IGNOU DISM (Diploma in Software Management)

PERSONAL VITAE

Date of Birth: September 2nd, 1977Languages: English, Hindi, and BengaliHobbies & Interests: Music (Composing, Playing, Listening & Singing) and Organizing Cultural program

REFERENCES AND DOCUMENTS AVAILABLE ON REQUEST