Suvendu Bagchi

Manage multiple Agile projects simultaneously, ensuring they are delivered on time, within budget, and to the required quality standards. Managed project budgets of up to $50M, ensuring adherence to financial targets and ROI. Identify and manage project risks and issues, ensuring they are resolved in a timely manner. Coach and mentor team members on Agile methodologies and best practices. Evangelized Agile & Scrum practices to improve project teams’ velocity & Lead time. Led a team of ARTs (Agile release teams), RTE (Release trained Engineers) providing guidance and mentoring on project management best practices. Collaborated with cross-functional teams, including developers, testers, and business analysts, to ensure project success. Facilitated daily stand-up meetings and retrospectives to drive continuous improvement. Presented project status and risks to key Business owners & client representatives. Continuously improve Agile processes and practices across the organization.

Built, Shipped & Delivered an L&D Platform for one of the biggest clients in the Oil & Gas sector. Managed the end-to-end delivery of the above application, including requirements gathering, design, development, testing, and deployment. Collaborated with executive stakeholders to develop and implement strategic initiatives, driving business growth and operational efficiency. Maintained various project metrics. Forecast and mitigate project risks though project analysis. Identify time sheet exception report to track actual time tracked against planned v/s actual hours.

Got inducted into the best practices of 6 sigma Quality improvement & optimization. The FCR for the Leverage desk contact center successfully increased from 42% to 68%. Reduced the count of existing Ageing tickets & prevent new tickets from ageing and getting them closed within 7 days. Understanding customer issues & helped contact center representatives to mitigate risks using effective communication and documentation. Timely analysis of data and publish reports for key accounts stakeholders.

Optimizing CCaaS (Contact Center as a service) platforms to improve customer satisfaction. Identified key process gaps in the contact center and modulated frameworks for process automation. Key requirement & process documentation for seamless understanding of complex processes. More than 100% increase in CSAT score from lows of 10 to 23.