Rajdeep DuttaFlat – 206, Acropolis Orchid Apt.,Plot – C41, Rukminipuri,Dr.A.S. Rao NagarHyderabad - 500062

Email: rajd1976@gmail.com & rajdeepdutta76@ymail.com

Cell: +91-9966963501

A self motivated & result oriented individual with about 16 years of total work experience with about 11 years in Contact Center/BPO industry with experience in handling MI/Ops Desk, Training and Operations.

Core Proficiency in Contact Center Operations, Cross-Site Team Management, Training, Staffing, Forecasting, Scheduling, Crisis Management, MI Reporting, eWFM/Empower, Analysis and Data Interpretation.

Consistent performer with a track record of executing tasks well within tight time-lines and with high quality.

Strong communication skills, people management skills, problem solving and analytical skills.

Areas of Expertise

Contact Center OperationsTrainingVisual Basic for Applications (VBA)Complaint Handling & Issue ResolutionCrisis Management DashboardsStaffing AnalysisSix Sigma Trained

Quality ControlBusiness Partner Relationship ManagementMI Production, Analysis and InterpretationForecastingCBS Call Model Certified (US Collections)SchedulingCertified Sales Trainer/TRANSFORM Accredited

Professional Experience

HSBC Electronic Data Processing India (P) Ltd. Oct 2005 to PresentJoined HSBC as CCSS Representative in Oct 2005 in GSC-Kolkata. Promoted as CCSS Team Manager in June 2007.

CCSS Team Manager (Process Trainer), Location: GSC-Hyderabad, July-2013 to present.

Handling CC team of 15 FTEs in Outbound Sales Channel for INM responsible for sourcing new credit cards, upgrades and card-related EMI products.

Accredited Sales and Process Trainer. Have conducted over 50 batches totaling over 600 delegates and about 800 hours of training experience.

Successfully implemented the EDRAS Sales Model and ROC Coaching formats in Contact Center.

Single Point Of Contact (SPOC) for updating Process Manual and Training Guide.

Accredited Global Standards Champion.

Work with core Operations teams in the field of Outlier Management and Customer Experience channels.

Preparation of Monthly Dashboards, MI Presentation in Monthly Business Review, Driving Performance through Service Quality Monitoring & Mentoring, Revenue Management and Conducting Cross-Site Sales Workshops.

CCSS Senior Site Administrator, Location: GSC-Bangalore, Oct-2010 to July-2013.

Sales and Revenue Management across 4 sites for HSBC USA – India, Philippines, USA and China. End-to-End reporting for the Business Area through Revenue Management Models, Incentive Modelling, Trend Analysis, Gap Analysis etc.

Completed training for about 10 batches of about 10 FTEs each on MS-Excel and MS-Powerpoint as part of People Committee initiative.

Successfully implemented alignment of the Incentive Plan with the PMI/Scorecard for all employees across all sites, resulting in an increase in the sales performance of Strategic Products by over 15%.

Successfully implemented CSM Tool (Cross Sell Manager) and eWFM across all sites, improving sales performance and staff occupancy by over 26% (across all products) and 17% respectively.

Project Automation implemented where over 15 manual reports were automated, resulting in 2.5 FTEs save.

Key stake holder in Crisis Management workflow (Business Continuity Plan) for the process and effectively handled various crisis situations (in lines with the Business Continuity Plans). I was the Compliance SPOC for my

team (Sales and Retention Strategy Team) and am RDC Certified. One of my key objectives in this role was to ensure – given the amount of CLD & PII that we handle – that we are compliant with the Group Regulations as far as the handling/disposal of the BCLD is concerned and effective maintenance of the Deletion Log.

CCSS Team Manager, Location: GSC-Hyderabad, June-2008 to Oct-2010.

Handled CC Teams of up to 14 FTEs in the Customer Care and Collections businesses. Core objectives included driving performance – Quality, Sales, TCs and PTPs – through effective People Management, PDPs, Quality Monitoring, Performance Feedback, Side-By-Sides, Triad Sessions, Live Monitoring etc.

Implemented the synchronization of the different MIs/Dashboards into one single Dashboard making it more convenient for the Senior Management Team and the BA to easily interpret the same.

Enhanced the Monthly Scorecard for the staff for better understanding and interpretation when new parameters, like the CEV and EVPH, were introduced. Also, introduced a macro-enabled leave tracker which helped the CSEs to book leaves at their end based on availability, without having to approach anyone.

Introduced automated scheduling and staffing report in Collections which increased penetration of accounts based on effective staffing.

CCSS Team Manager, Location: GSC-Kolkata, May-2007 to June-2008.

Handled CC Teams of up to 12 FTEs in the US Cards business. Core objectives included driving performance – Sales and Quality – through effective People Management, PDPs, Quality Monitoring, Performance Feedback, Side-By-Sides, Triad Sessions, Live Monitoring etc.

Simultaneously, handled the Ops Desk Team of up to 5 FTEs in Kolkata. Accredited BISO for the process and was responsible for maintenance of all IDs of the process and access requests.

Deployed eWorkForce Management (eWFM) application in the Process.

Designed an automated tracker for capturing off-phone activities by the CSEs which was used by the Ops Desk to upload in eWFM. This resulted in effectively reducing a significant amount of time, on a daily basis, for the Ops Desk Associates to upload the exceptions in eWFM.

CCSS Representative - Resourcing, Location: GSC-Kolkata, Oct-2005 to May-2007.

Core responsibilities included Staffing Analysis, Scheduling, Shrinkage Management and Monthly Dashboards for Business Review by the BA.

I was responsible to maintain the MAR for the Process, which included close coordination between Operations, MCM and other relevant departments.

Key Achievements:

BEST OF THE BEST – COACHING in HSBC ASP Region – 2014.

Team Of The Quarter – Q3 2014.

Team Manager of the Year – 2013.

100 Club Semi-Finalist – 2006.

Certificate Of Appreciation – 2006.

Service Excellence Award – 2007.

AMO Superstar – October ’08, September ’09 & August ’11.

Productivity Team Of The Month – August ’08 to January ’09.

Quality Team Of The Month – August ’09 to November ’09 & June ’10 to October ’10.

MfG Team Of The Quarter (for 2008 Q4) – January 2009.

Letters of Appreciation from Mr.Ronald L Clamage, Sr.VP – Global Projects & Operations of HNAH.

Quadrant Solutions May 2002 to Sept 2005Proprietor, Location: Kolkata.

As Proprietor of Quadrant Solutions – an investment & financial consultancy firm – I was dealing in various financial products/services like Mutual Funds, IPOs, Bonds, Insurance Products and shares for a large client base, besides financial planning & management and asset management.

GE Capital International Services Ltd. Oct 2000 to April 2002Process Associate, Location: Gurgaon.

I joined GECIS in 2000 as a Process Associate in GE Appliances FS-IB in the Pilot Team and was part of the Migration

Team to Phoenix, AZ, USA.Key responsibilities handled:

Key member of the Pilot Team, and part of the Process Flowchart Design Team for the Process.

I was part of the Ops Desk Team, responsible for Staffing, Scheduling (using Blue Pumpkin application) and Shrinkage Management for the Process.

Transport SPOC for GE Appliances. This role was critical as it was my responsibility to ensure seamless transportation of over 100 FTEs, spread across the NCR – New Delhi, Gurgaon, Faridabad, NOIDA & Ghaziabad – with minimal to zero impact to Service Levels.

Played a key role in identifying the main reasons behind transport downtime and preparing case study for the various stakeholders to curb it down significantly.

Key Achievements:

Team Extra Miler Awards.

Customer Service Stars.

Certificates Of Recognition.

Sterling Holiday Resorts (I) Ltd. Mar 1998 to Sept 2000Executive – Sales & Marketing, Location: Kolkata.I joined SHRIL as Executive – Sales and Marketing – responsible for selling timeshare holiday units in the Eastern Region and post-sales client management.

Education and Training

Academic Credentials: Higher Secondary Examination (Eco-Maths)

St.Xavier’s College, Kolkata, West Bengal Council of Higher Secondary Education.1995.

Professional Development: Attended Employee Relations Workshop for various HR functions, including Selection & Recruitment

Workshop. Completed AMO LDP in 2006. Attended workshop for Leading and Managing People fundamentals 1 & 2. Attended workshop for Leadership Development Program for Asst. Managers and EPL. Attended workshop on Situational Leadership 1 & 2. Six Sigma trained. CBS Call Model Certified (US Collections). Accredited Sales Trainer (Invisible Seller, By Your Side and Sowing The Seed) by Barry S Tonkin (2014). TRANSFORM Accreditation (2014).

Additional Skills: Expertise in MS Excel, MS Word, MS Power Point & VBA. (2003 & 2010 Versions). Accredited Sales Trainer/TRANSFORM accredited. Worked on various Operating Systems i.e. Win 98, 2000, XP and Vista. Knowledge of eTCS and OOE. Knowledge of eWorkForce Management (eWFM) and Empower. Working knowledge of Aspect Producer/Director software. Working knowledge of Aspect System Management Suite. Working Knowledge of Adobe Acrobat 8.0 Professional. Knowledge of Share Point administration.

Personal Details

Date of Birth: 17th December 1976 Permanent Address: BF-97, Sector-I, Salt Lake City, Kolkata – 700064.