Debarati Roy

Experience

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  Vodafone

  Aug 2004 - Jul 2006

  Customer Service Executive

   Customer Service Executive for Customers Handling all Requests, Complaints and Escalations Trainer for Product, Process and CRM to New Recruits Preparation and Maintenance of MIS Reports

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  ICICI Prudential Life Insurance Company Limited

  Nov 2006 - Feb 2007

  Customer Service Executive

   Customer Service Executive for all Branch Customers Customer Service Executive for all Branch Advisors Policy Issuance Handling and Tracking Handling all Requests, Complaints and Escalations Preparation and Maintenance of MIS Reports

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  Compare Infobase Limited

  Feb 2007 - Jun 2007

  Knowledge Executive - Trainee

   Content Development for Travel Portals Research and Analysis for Related Information Prepare Team and MIS Report

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  Kolkata West International City

  Jul 2007 - Jan 2008

  Executive Marketing

   Handling Customer’s inquiries and information over Phone and across the desk Complete knowledge of FOX pro - ERP system Working Knowledge in My SAP as an end user Maintained Repository and Tracked Correspondence with the customers  Coordinated with the various Agents, Sub-Agents, Sales team

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  SAP

  Jan 2008 - Jun 2016

  Head of Learning Management

  Education Consultant : Jan 2008 – June 2016Achievements:▪ Instrumental in designing of new tools & user interface for standard training, web-based trainingand certification.▪ Created an operation excellence and collaboration platform for continuous process improvement increating revenue pipeline, demand generation, revenue projection, budget planning & customersatisfaction index.▪ Developed strategies and processes in collaboration with domestic and global trainers. This involvedcoordinating with development and content enablement teams to deliver trainings on evolvingproducts & content basis market research, this ensured effective delivery of training programs &workshops based on customer feedback.▪ Took ownership and established a new line of business in the form of public batches with increasedrevenue through proactive drive. Initially, beginning with about 20 trainings a year in 2010, had beensingle handed planning and delivering up to 75+ public batch trainings only a year by end of 2015.▪ As SPOC, created an excellent customer and global stakeholder relationships.▪ First in SAP Education India to deliver the then evolving trainings & workshops like SAP HANA,S4HANA, BS7 etc.▪ Designed a streamlined process thus ensuring implementation of best practices within the team foroverall delivery and operations excellence.▪ Created a roadmap for constant analysis required towards process improvement and overcome gapsand for identifying opportunities for innovation, process, procedure and policymaking/adjustments.▪ Introduced and established virtual delivery method, supported with web-based learning method,including SAP Learning Hub. Show less

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  SAP

  May 2017 - Sept 2021

  Business Operations Advisor – Digital Business Service

  Responsibilities: Revenue based projection analysis involves gathering revenue data, both actuals and projected fromvarious stakeholders, such as project delivery, sales and finance units.▪ Basis the above-mentioned data gathered, budget target vs forecast variance mapping and analysisis performed. Analytics included both tool(s) based and manual analysis of projected revenue.▪ Reporting and graphical representation of these projections for senior management reviews.▪ Quarterly planning activity for forthcoming six quarters involve cross function coordination withvarious stakeholders for forecasting and yearly budget / revenue target planning.▪ Operation excellence and collaboration with national and global teams for process improvement inrevenue projection and budget planning.▪ Detailed MIS reporting included revenue-based reporting, customer, industry and line of service wisereporting. Show less

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  HCLTech

  Oct 2021 - now

  Digital Business Academy Lead | SAP Capability and Capacity