Anirban Banerjee

Experience

• 

  Convergys India Services Pvt. Ltd.

  Nov 2003 - Jan 2005

  Convergys India Services Pvt. Ltd.

  • Technical support to Microsoft consumers.• Represented Microsoft and communicate with US home/home office users via telephone, or electronic service regarding technically complex problems identified in Windows XP and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be highly challenged situations requiring the highest level of customer skill.

• 

  Wipro Bpo Solutions Limited

  Jan 2005 - Jul 2005

  Technical Support Specialist

  • Technical support to DELL consumers.• Hands on experience of DELL desktops and Laptops.

• 

  IYogi

  Aug 2005 - Oct 2013

  • Involved as a SPOC for partner relationship management for internal business processes.• Worked with re-sellers like Ingram Micro and Tiger Direct. To suggest relevant product to the existing stock to improve organizational efficiency and effectiveness at the associate / process & organizational level.• Identify new re-sellers for various products. The objective was to add/remove products to the existing stock and eventually to increase the selling price margin to improve organizational efficiency and effectiveness at the associate / process & organizational level.• Handled Channel partners and Affiliate programs to build new relationship with the organization and to realize new revenue opportunities by selling premium support services• Implemented new bundled products by working with product development team to improve the overall revenue at process & organizational level.• Daily revenue track of cross sell products and share weekly report with stakeholders.• Identified the cause for revenue deficit, created an incident where there was major defect. Created a plan, tested and assess the changes. Initiated the change request and then identified its priority and category. After getting approval from respective stake holders implemented the plan for operations.• SPOC for payments related issues to vendors of cross sell products by closely working with Finance team.• Designed Standard Operating Procedure (SOP) for Partner Relationship Management and E-mail marketing to match Information Security Management System (ISMS) standard.• Designed Business Continuity Management System Implementation for Business Impact analysis. The objective was to assess the impact on the bank from loss of critical business activities during disaster and to identify the minimum number of resources required to resume critical business activities. Show less • Operational involvement in chat support and voice based services.• Interact with HR for recruitment's, initial interview process of tech support executives.• Evaluate tech support executives during the transition phase.• Identify gaps of tech support executives and create Development/Corrective action plans,implementing strategies to increase revenue for associate / process & organizational level.• Analyse cause for outflow and implementing strategies to increase NET revenue for associate/ process & organizational level. • Drive the revenue for McAfee for SAAS for consumer section.• SLA management.• Involved in the affiliate program for Walmart to build relationship with the organization. Show less • Operational involvement in chat support and voice based services.• Evaluate tech support executives during the transition phase.• Identify gaps of tech support executives and create Development/Corrective action plans,implementing strategies to increase revenue for associate / process & organizational level.• Analyse cause for outflow and implementing strategies to increase NET revenue for associate/ process & organizational level. • SLA management• Worked on projects for Resolution Confirmation Process & Bottom Quartile Management.• Awarded as the best Performance Specialist in 2008.• Represented iYogi at the first outsourced vendor site at Ventura India Pvt. Ltd. Show less

  • Team Leader - Product Marketing

    May 2013 - Oct 2013

  • Operations Team Lead

    May 2010 - Apr 2013

  • Performance Specialist-Quality

    Aug 2007 - Apr 2010

  • Technical Support Specialist

    Aug 2005 - Aug 2007
• 

  HnS Technology Services Pvt Ltd

  Sept 2015 - Sept 2018

  Sales/Customer Service

  • Training effectiveness by developing new approaches and techniques; quality metrics, maintaining policy and procedure resources; providing coaching; conducting training sessions.• Design training manual and SOP• Post training competency mapping/training need identification.• Led calibration sessions.• Revenue management for cloud backup and data recovery services using Synology Hybrid RAID (SHR)• Identify new opportunities to achieve revenue goal.• Performance management based on trend analysis• Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis.• Reviewed and recommended ITIL process improvements.• Drafting and managing shift reports to facilitate smooth transitions.• Served as SPOC during critical incidents and facilitate the operational awareness• Produced corrective action plans for high-severity incidents to streamline response time for future re-occurrences of issues. Show less

• 

  Independent Consultant

  Sept 2018 - Feb 2019

  Advisor
• 

  Adda52.com

  Mar 2019 - Jul 2021

  Quality|Training

  https://www.adda52.com/