Pandab Banerjee

Key responsibilities include Managing Large and Medium Accounts through Onsite teams and hybrid model to close business. Ensuring operations are driven through processes defined under SOW. Driving People management and Authorized Service Partners management Participation in Account Monthly and Quarterly Review meetings. Ensuring People, Processes and Tools synchronization to meet the Account Service levels. Revenue generation from the existing accounts. Participation in Transition and transformation meetings to ensure smooth takeover of New Accounts. Implementing pan India Service Setup for New Accounts and strategies. SL adherence as per Customer agreements has resulted in Improvement in Health of Accounts from Red to Amber and Amber to Green. (Cold to warm to hot). Handled the following accounts through On-site teams Micromax Mobiles, Tech-com electronics etc.

Growth Path. Channel Consulting Pan India. Regional Support -East with 30+ consulting firms. National Customer Care Center for Lead Generation. Active training and HR Consulting. Service Delivery Advisory Supports for Companies.

Involved in National-level client reviews for ensuring optimum support coverage. Maintained TAT in line with customer requirement. Conducted reviews of Team’s KRAs and helped them move towards performance improvement. Organised events, award parties, get-togethers for motivating team members. Regular domain specific and soft skills trainings were conducted for manpower skill building. Business generation through lead generation life-cycle. Was actively involved in strengthening of backend operations for Software developments.

Spearheaded end–to-end project execution (including implementation , monitoring and streamlining activities) for clients through Authorized Service Partners and direct software development teams. Ensured repeat business and 100% billing collections through efficient client coordination and servicing as an individually handled task. Directed a team of Service Delivery Manager and personnel including Program Managers, Team Leaders, Engineers and Coordinators for development projects. Secured high level of customer satisfaction, (almost 100%) repeat business and also generated new business opportunities from International firms. Credited with the design and implementation of new systems and processes for ensuring quality service delivery.

Headed US only HR support operations through outsourced HR team. Led a team of 25 USA Support Staf and managed 55 Authorized Service Partners to maintain a HR database of US based candidates.

Provided support to 500+ customers through 27 Authorized Service Partners. Instrumental in expanding the Sharepoint and Sales Force support coverage (through in-house experts). Conducted periodic back office support for US based clients also helped to increase customer satisfaction levels. Catalysed the growth and business for client relationship through new accounts engagements. Clients like Zerox, Informatica, Cloud etc.

Supervised operations of Marketing divisions and BD sub-divisions nationally through Direct Teams and Authorized Service Partners ; managed team of 3000+ BPO personnel and an indirect service network of 275 Authorized Service Partners. Coordinated regular divisional audits and based on observations, succeeded in improving service delivery performance as well as optimisation of inventory levels. Received feedback from customers during regular national visits, which enhanced customer satisfaction by 35% leading. Oversaw the implementation of web-based module for customer complaint resolution, which proved pivotal in resolving matters within specified timelines. Played a major role in conducting Annual Customer Satisfaction Surveys. Subsequently, shared results with the team and Plant Lead to bring about improvement in product as well as support levels. Institutionalised transparency in operations by implementing web based Key Client System Uptime/ Performance Report. Participated in reviews /meetings with National/International Key Clients. Started a new depth of HR Outsourcing and within 1st month archived 9lacs of profits.

IT HR outsourcing Solution Accounts taking care. Clients like Bank of America, HDFC, ICICI, IBM, 3i Infoech, Genpact, TCS, Wipro, Global logic etc. Auto cad Product sales and outsourcing GIS services. New Client meets and negotiations and presentations. International project Accounts. IT. Recruitment and interview.

Software outsourcing, Lead generation and closing. New account from Abroad and liaison. Due deligence with budget negotiation. Proposal and RFP/RFI care. Online presentation, 100% US clients satisfaction.

A BPO and IT HUB started through my own project rom Malaysia British Telecom. Client satisfaction award. Leading with 100 data entry peoples and team managers. International office infra establishment and cleared international standard inspections. Visit International countries for business. Appointed as Lecture at Institute of Engineering and Management (Part of Satyajit Ltd. Group).

Medical transcription business development. MT lab processing and implementation. US medical liaison and due diligence for company growth. Attached with Company Digital Media initiative for two Hindi & Bengali Movies as Marketing Manager. Ad Dept and Digital Marketing. Started my own Digital Media setup for television programs.

Awarded Best Technical Institute in North-East India, Kolkata.

US Equivalent Degree.