Dwaipayan Sarkar

Experience

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  New Global Recruitment

  Aug 2012 - Dec 2013

  Business Develoment Manger and Training Manager

  • Led a team of 4 business analysts for business research, client presentations and client relationship management. • Headed a team of 2 soft skills trainers on custom training module development.• Negotiated training partnerships and payments with local BPO firms and Diploma Colleges for soft skills, non-voice and voice process training.• In-charge of all recruitment and talent acquisitions activities. • Designed training modules for voice-process, phone etiquettes and email etiquettes.• Imparted training to a class of 60+ students for personality development, soft skills, and interview etiquettes.• Developed custom training module for CSR and TSR executives involved in domestic and foreign KPO and BPO (inbound and outbound/sale and customer service) processes.• Major clients negotiated with: Bharati Airtel, 24/7, Apollo, Idea, Drishti NGO, Customer Service BPOs (voice and non-voice).• Managed, standardized and documented all internal operational procedures for future references.• Managed internal Payroll and Vendors for assets and facilities.• Responsible for negotiations for Venue Booking and Event Planning for large seminars and job fair /events.REF: Md. Samiuddin (CEO and Founder), ph: +919779557658, email: ngr_sami@gmail.com Show less

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  Techvista India Pvt. Ltd.

  Jan 2014 - Oct 2016

  Service Delivery Manager and Training Counsellor

  • Managed and coordinated with a team of 60+ personnel including Team Leads and Project Supervisors.• Successfully directed and coordinated efforts towards 6 international Projects/processes• Created and Established SOPs, Process Flow Charts, Checklists and Frameworks, simplifying and standardizing process execution for all ongoing projects.• US Insurance and Mortgage: Operated with a team of 12 for Insurance processing, quote and certificate generation, Client Query management. Successfully improved customer satisfaction by 70% for escalations addressal rate through process excellence, training and issue categorization (Immovable Property, Transport, Health and Miscellaneous).• US Healthcare: Handled a team of 12 working for RCM, Medical Billing and Documentations, Verifications with Insurance Companies, Credentialing, Accounts Receivables. Medical Staff Recruitment and service scheduling, documentation and billings at various old age homes, healthcare facilities, wellness/ retirement homes in US. • Logistics: Lead a team of 7 for shipping, billing, discount calculations, catalogue handling, order processing and logistical support operations for major coffee and rubber plantations from Colombia and Brazil. • BPO-Voice and Non-Voice: Trained and managed a team of 10 for customer support service and billing/ invoice process (Daikin AC, Tata AIG Insurance, DTH)• BPO Training: Imparted Process training and voice and non-voice training to new hires and handled all induction and training activities as directed and required by client. Show less

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  Venture Offshore Infomatrix Pvt Ltd

  Nov 2016 - Nov 2017

  Assistant Manager Operations

  • Headed all operational and process delivery planning for a team of around 40+ personnel (domestic and foreign teams). • Overlooked all sourcing, credentialing, recruitment, documentation, verifications, billing and scheduling operations for US based healthcare service and staffing client.• Negotiated projects and per diem resource rates with clients continuing profitable business operations for Medical Professionals and Nurses. Scheduled and managed using VMS software.• Managed a team of 10 on RPO Process partnerships from Philippines and 5 from US and improved process delivery by conducting process standardization trainings and defining cross location time-zone functionality.• Improved escalations addressal rate to approximately 50% on KPO processes (Insurance Process) by introducing issue streamlining and specialist training.• Managed and prepared SLA and Service quotations along with management for business development and Client Presentations.• Regular Client Communication and meeting to discuss process improvement and changes for Healthcare Staffing Industry along with team leads.• Planning and conducting daily Team huddles to standardize knowledge sharing for better communication and process improvement.• Prepared and maintained reports from data collected for deliverables against customer satisfaction rates to understand RCA and process inhibitor analysis. Conducted CAPA.• Agenda preparations and presentations to management on process and project progress with data analysis and solution proposals, and to plan course of action on ongoing- business development and other general administrative functions.• FTE calculations for enrolled employees per project and resource deployment and engagement planning Show less

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  T&AS DesignTech Services Pvt. Ltd.

  Dec 2017 - Jan 2021

  Operation and Productivity Manager

  • Responsible for Project Operations, Productivity, Process Delivery, Client Communication and Workforce Management.• Handled and managed a total team of 140 plus personnel including Assistant Managers, Project Supervisors, Senior Engineers, Designers, Data Analysts, Order Processing Executives and TLs • Played Key role in setting up QMS- Quality Management System as per ISO 9001:2015.• Was assigned Management Representative (MR) roles for all Management Review Meetings and Internal Audits for Quality and Process excellence. • Successfully acquired ISO 9001:2015 certification for company for year 2018, 2019 and 2020• Supported newly created GIS Division with marketing strategy and represented the team at GIS based technology Conventions and the International GIS Expo at Hyderabad in Nov 2019.• Worked closely with Top-management for all Organizational level planning (macro and micro), Business Development, Business Strategy Planning and Client Acquisition.• Responsible for Project Operations, Productivity, Process Delivery, Client Communication and Workforce Management.• Handled and managed a total team of 140 plus personnel including Assistant Managers, Project Supervisors, Senior Engineers, Designers, Data Analysts, Order Processing Executives and TLs • Executed 9 main projects/processes and 6 sub-projects together using Lean and Six Sigma techniques for major clients (US and EUROPE based architectural and building ingress egress system manufacturers)• Negotiated SLA with 6 different major clients and managed daily reporting (client relationship and communication, escalations and issue addressal - US and Europe)• Played Key role in setting up QMS- Quality Management System as per ISO 9001:2015. Show less

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  UXReactor

  Feb 2021 - Jun 2021

  Team Operations Lead

  • Responsible for all Team and Admin Operations. • Coordinated with 50+ global teammates from US, Colombia and India on Global Team Ops.• Oversee daily Team Operations and Coordinate with top leadership on Team Health and ensure KPI Management.• Track and Manage submission of legal compliance, related to all aspects of employee and company policies.• Oversee all Facility and Asset Management, Vendor Management. Payments and Agreement Control.• Maintained and curated all Records and Documents for franking etc. along with legal team.• Enabled all PR activities and managed Associations with Colleges/ Universities / top MBA Schools in India and other networks for talent acquisitions.• Augmented HR and Recruitment Activities by streamlining Onboarding procedures, reducing Paperwork based on relevance and automating the Background verification process though third party and Offer Letter Creation.• Took on the role for all Onboarding on Company Policy and HR tools Inductions, Off-boarding formalities and documentations.• Formulated HR Policy enhancements and Company Employee policy adherence in accordance to Telangana Shops and Establishment Acts 1988• Initiated GTEP: Global Teammate Experience Plan to standardize company policy towards employee reward and recognition, welfare and engagement.• Organized, coordinated and curated AHM: All Hands monthly meet • Improved Payroll Management by finding errors with current procedure (excess payment of EPF) and saved the company around 1.5 lakhs • Actively worked with employee to resolve any escalations pertaining to Admin and Team Ops. Show less

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  AscentONN

  Jun 2021 - Nov 2021

  Co-Founder and Silent Investor

  A Small business enterprise started with former colleagues and friends.Delivering Services like IT Solutions, Digital Marketing, Website Design and Development, KPO and BPO Services and much much more...1. Business Development and Client Relationship Management, 2. Business Strategy Planning and Service Delivery Planning3. Project Management and Coordination with all delivery team heads4. Coordinate with Scrum masters and Product Owners on Delivery timelines and project progress5. Work with BDM and Top leadership on RFI, Project and Service Quotes, RFQ, etc.6. General Admin and HR Operations overview7. Technical Content Development8. Technology and Project Scope Analysis9. Business Intelligence and Data AnalyticsCurrently I am a silent investor in this firm. Show less

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  Novartis India

  Nov 2021 - now

  Knowledge Manager