Debasish Ghosh

Experience

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  Chrysalis Pvt Ltd

  Feb 2007 - Apr 2007

  Customer Support Executive
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  SMARTHAAS MANAGEMENT SERVICES PRIVATE LIMITED

  Apr 2007 - Oct 2007

  Customer Support Executive
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  Sutherland

  Oct 2007 - Apr 2009

  Customer Support Executive

  This activity includes Customer Service & cross-selling other related products for a leading accounting software Intuit.• Handling customer requests professionally and sympathetically.• Exceeding client and company performance expectations.• Maintaining customer account information and records.• Participating actively on a team work together to solve customer issues.• Taking problem solving to another level. • Interacting with client departments when escalations are required.• Working with your Team Manager to construct a plan for your development and career path.• Cross selling other products as per the requirement of the customer. Show less

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  Cognizant

  Apr 2009 - Oct 2011

  Senior Process Executive

  This activity includes ensuring delivery of Service Level Agreement (SLA) to the client.• Corresponding with clients by e-mails regarding the progress of the assigned work. • Send e-mails to clients regarding the call received from the client.• Answer phones and respond to client requests.• Identify, research, and resolve client issues. • Transfer client calls to appropriate staff. • Follow-up on not immediately resolved enquires with client.• Complete call logs and reports at the end of the day.• Verify the applications received from the clients.• Provide on-the-job training for new joiners. • Resolve queries of team members reporting in to me. Show less

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  Straive

  Oct 2011 - Jan 2015

  Project Manager

  Co-ordinating with on-site managers of major publishers like McGraw Hill and Pearson. Maintaining accuracy being vital in this role.• Lead a team of subject matter experts, team leads and executives to create and deliver online static, and interactive question banks for higher education.• Build credibility, establish rapport and maintain communication with stakeholders at multiple levels.• Responsible for scheduling, quality, timely completion of projects & resource allocation.• Responsible for coordinating activities with the functional, technical team, and providing solution for the escalations.• Recognize performance and behavioral problems in teams and act proactively to ensure productivity is unhampered.• To act as a change control system to validate, approve or reject the changes in scope.• Present periodic Dashboard reports on the current program, future opportunities and client issues to the top management. Show less

• 

  Elsevier

  Jan 2015 - now

  Process Management• Monitoring supplier performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).• When service targets are not met, ensuring supplier performs Root Cause Analysis (RCA) and where required implements agreed Corrective and Preventative Actions (CAPA).• Ensuring that systems and procedures are followed, and high peak seasonal capacity is sufficient to meet on-time shipping requirements especially at month, quarter and year end.• Monitoring warehouse workload at inbound, outbound, and returns.• Request and review monthly freight forwarder performance reports.• Planning and Managing quarter end revenue recognition cut-offsSupplier Spend Management• Ensuring rates and budgets are agreed with suppliers and correctly on time.• Monitoring in-house and outsourced freight invoice audit, coding & payment processes, ensure invoices are paid on time, charges are audited, and cost is coded correctly.• Provide data for periodical warehousing and freight forwarding tenders, analyze quotations and provide input in rate negotiationsReporting and Analytics• Analysing freight spend trends using freight audit supplier's Business Intelligence (BI) tool; Identify and report areas of potential cost saving and implement agreed changes.• Record, report and monitor end to end fulfilment lead times and quality rolled up in On Time In Full (OTIF) KPI.• Record, report and monitor Freight Cost KPIs• Publish periodical dashboards, contribute to newsletters and maintain pages on intranet site.• Process Compliance & Control• Designing and controlling physical warehousing and distribution workflows and related data flows.• Maintain local repository of standard operating procedures and ensure documentation is up to date. Show less Managing and liaising with internal and external stakeholders throughout the lifecycle of a project.Managing triple constraints of a Project viz., time, cost, and quality.Act as the primary point of contact for the project and present dashboards of project status.Plan the schedule ahead and prioritize tasks based on resources. Resolve stakeholder queries, analyze problems, identify potential root cause and develop preventive actions to address future occurrences.Conduct regular scrum meetings to monitor progress and address issues.Review costs against budget at regular intervals of the project’s lifecycle.Developed and worked on CI projects to simplify procedures and workflows Update new procedures in centralized tool for Project Managers. Handle training sessions and provide overall and technical support for team members. Show less

  • Logistics Coordinator

    Jan 2022 - now

  • Project Manager

    Jan 2015 - Dec 2021