Debasish Sen

Contact: +91-(9674655512) ~ E-Mail: (Myselfsen@gmail.com)

Objective
Seeking lead assignments in Operations Management, Process & Productivity Improvement with
an organization of repute in BPO/KPO.
Profile Summary
A result-oriented professional with over 7+ years of experience. 5+ years in BPS with
Operations Management, Process Management and transformation, Data Analysis, Training
and Development & Client engagement.

Experienced in call canter operations & Utility industry processes (ERU).

Finding the opportunity for automations and FTEs saving for the processes.
Aptitude for proactively identifying & resolving problems, ramping up project activities with
on time deliverables and maximising efficiency.

Lean practitioner with Six Sigma Green Belt project experience.

Adept at handling day-to-day operational activities in coordination with external and internal
stakeholders.

High focus on delivery excellence, continuous process improvement and quality assurance.

Skill Set
Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
Ensuring all the POC (Proof of Concept) are signed by the process, developed, implemented
and benefits sharing with all stake holders in timely manner for the automation projects.
Ensuring timely generation, collection, distribution & disposition of project information
including communications planning, information distribution, and performance reporting.
Identify the training needs for process associates as well as ensuring training
implementation for the specific process to ensure competency development across domain,
operations and behavioural.
Preparing & presenting various weekly / monthly reports pertaining to process and
productivity as well as spearheading process improvement initiatives.
Mapping business requirements, coordinating in developing and implementing processes in
line with pre-set guidelines.
Setting up and maintaining targets, Process Map, SOP, SIPOC, SLA, CTQ (Critical to Quality).
Employment Details
BPS Team Lead- Utility Project, Tata Consultancy Services, Kolkata
Jully015 Present
Key responsibilities Process Improvement, Process Optimisation, Achieving Project
KPI.
Drive different projects to improve customer satisfaction score.
Trigger analysis & Process re-engineering.
Manage SME team.
Attrition control planning and implementation for my team.
Responsible for developing and managing relationships with the process owners/stake holders.
Participate in diagnostic studies / workshops to identify transformation opportunities.
Identify Robotic Automation initiatives.
Participate in RFP & Solution designing.

Drive continuous process improvement projects to reduce COST of OPERATIONS.

Metering, Billing, Meter reading & Debt management BPEM process expert.

Transformation SME UK Utility Project, Tata Consultancy Services, Kolkata

May12 June15
Key responsibilities Bridging process Knowledge Gap, Creating S.O.P for process.
Provide Structured Problem solving solutions for existing process.
Root cause analysis of un-billed accounts & different exceptions.
Exception Generation Volume optimization & reduce cost to serve.
Analyse the new system created exceptions in SAP and Provide solutions.
P.T.O

Carrying out regular training and leading quality assurance teams to ensure work practices
are being followed between offshore and onshore operations.
Create knowledge repository for process changes and system hints and tips for end users.
Conduct training on utility domain knowledge.
Remote transition of new process via WebEx.
Business Associate Australia Utility project, Tata Consultancy Services, Kolkata
April10 May12

Exceptions management- Meter to Cash process

Invoicing, Metering & Debt management
Quality control
Conduct training on process knowledge

Previous Experience
Customer Relation Officer, Hinduja Global Services Limited, Durgapur

May09 April10

Taking Incoming calls of Airtel customers.

Document all calls with regards to participant inquires accurately using Call Tracking System.

Provide quality customer service - communicate clearly and effectively on every call.

Monitor calls to ensure positive customer experience and provide direct feedback on observed
performance.

Successfully Completed Projects

Project Name
Reduce Cost of
operation

Meter Exchange make easy

Utilization
Optimization
Exception Trigger Points

Result Produced
-

75 project delivered to improve process

efficiency.
- The projects realised as 10% reduction in FTE
numbers.
- Reduction in backlog metering BPEM volume by
~50k.
- Reduce the Complaints and late invoice volume.
- CSAT improvement.
- Improved the Operation Utilization by 15 %.
- Reduced 24 FTE.
- Reduced Billing Exception by 23 %.
- Reduced 16 FTE and Improved CSAT.

Achievements / Contributions:
Efforts were well recognized & was conferred with:
o Various transformation initiatives taken to increase efficiency within the process.

o Green Belt (Lean Six Sigma) project completed on may2015 from TCS.
o Long term service and commitment award.
o Member of HR catalyst and Fun manager.
o Service & Commitment Award
o Extra Miler Award for Q312/Project Star Performer Q314.
Trainings & Certifications
Underwent In-house trainings at Tata Consultancy Services:
Advance Excel, Robotic Automation, Analytical Thinking Advance Workshop/SAS/Structured
Problem Solving.
Education.
Bachelor of Commerce (Hons.) Second Division from J.C.C College Jamshedpur (Ranchi,
Jharkhand), 2008.
Higher Secondary (I.com) First Division from J.C.C College Jamshedpur (Ranchi, Jharkhand),
2005.
Matriculation with Second Division from S.N.H.S Telco, Jamshedpur (J.S.E.B Ranchi,
Jharkhand), 2003.
Personal Details
Date of Birth:
Address:
Languages Known:

01th Nov 1987.

Maa Manasha Apartment, Rajarhat, Kolkata -135.
English, Hindi, Bengali.