Sourangsu Ghosh

Experience

• 

  Tata Infotech

  Jan 2000 - Jul 2002

  Admin Executive

   Accountable for responding to walk-in customer queries at Front-office Responsible for administrative work

• 

  Bharti Airtel Services

  Aug 2002 - Aug 2004

  Trainee Executive

   Accountable for responding to customer queries and resolving customer complaints Ensure customer satisfaction during every interaction Appropriate escalation of unresolved complaints Regular updation of knowledge and job skill

• 

  Tata Teleservices Ltd

  Aug 2004 - Jul 2019

  • Led a team of 900+ professionals across the country; implemented 9 processes under eTOM (Enhanced Telecom Operations Mapping), an internationally recognized standard for Telecom Industry• Steered the VOC management to reduce repeat call/complaint at the call center through process improvement &corrections; rendered training and development of the Bottom Quartile Agents to ensure a throughput of more than 98%• Transformed the cost center to Profit Centre by upselling VAS & STV products leading to 8-10 lakhs revenue per month • Instrumental in conducting Monthly Business Review (MBR) and Quarterly Business Review (QBR) to gauge the performance of the partner; led Customer Experience Management vertical for Kolkata, Rest Of West Bengal, Orissa and Bihar• Provided ongoing strategic and operational guidance to support new business activities and existing client relationships through digital platforms• Conceptualizing and implementing innovative digital marketing initiatives to boost market impact and expansion, I am committed to exceeding expectation• Directing new client acquisition, market research, competitive analysis, and successful marketing initiatives to stimulate revenue growth, increased brand recognition, and improved go-to-market strategies Show less  Presently associated with Tata Teleservices Ltd., Noida. Gained extensive experience in process modelling, improvement and re-engineering. I have been instrumental in successfully designing and implementing transformation programs for various telecom projects at TATA Tele and Airtel India. My thirteen career span around change & process management  Restructuring of governance processes Devising strategies for process development and implementation Operational analysis for process improvement and re-engineering Business requirements gathering and documentation for process automation Process auditing and benchmarking against industry best standards Project Management for process development and implementation Proficient in designing SOPs (Standard Operating Procedures) Service Management processes, operational agreements.  Proficient at analysing and improving process designs using eTOM process models coupled with Six-sigma improvement guidelines to come up with improved processes resulting effective business operations Specialities: o Process Framework Development (using eTOM)o Process Improvements and Re-engineeringo Process Auditing and Benchmarkingo Process Outsourcing Actively nurtured and deepened strong rapport with key clients to win confidence, anticipate needs and deliver appropriate product solutions Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence Prudent, disciplined & self-motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management and customer relationship management Training and conducting workshops for process improvement and cascade. Show less

  • Head Of Customer Experience

    Aug 2004 - Jul 2019

  • Senior Manager

    Aug 2004 - Jul 2019

  • Senior Manager

    Aug 2004 - Jul 2019

  • Senior Manager

    Aug 2004 - Jun 2019
• 

  KPMG India

  Sept 2019 - Mar 2020

  Senior Consultant
• 

  HCL Technologies

  Mar 2020 - Apr 2022

  Operations Manager
• 

  Wipro Technologies

  Apr 2022 - now

  Head of Service Delivery

  Provide support service to a leading world Telecom organization