506 Vidya Enclave,
Sector 56,
Gurgaon-122003.
Haryana
Phone 0124 4052724,
+919818440016
E-mail
suvrojeetc@yahoo.co.in
Suvrojeet Chakraborty
Result oriented, go-getter with people bent of mind professional with more than 8 years experience in various
industries i.e. Telecom, Banking Services, Specialization in Customer Services Strategies. My core strengths are
Planning and performance management, Operations management, Customer Service benchmarking, Strategic
Thinking & Target Oriented.
My academic qualification has lent me the support but it is my experience and the vivid realities related to it that
has made me what I am today. I totally owe my limited success within the stipulated period to my work
experience and the different capacities that I have worked in.
In due course of time, I have come to value the immense strength in human bonds and interactions and this in itself
has lead me to believe that management is all about dealing effectively with people and putting in one’s best to
proliferate this simple tenet of life. I am a cheerfully positive and a hard working person who strives to achieve his
goal fairly and dispassionately. My motto in life goes like this “Sky is the limit”.
Summary of
qualifications
Professional
experience
 Passed Indian certificate of school examination in the year 1999
 Passed Indian school certificate in the year 2001
 Graduated from St Xavier’s college, Kolkata university (2004)
 Trained in all employee six sigma (2005).
 Management Diploma (airtel telecom)– IIMA (2011)
 Completed certification course as a Subject Matter Expert / Trainer.
 Completed Situational Self Leadership training
 Completed Conflict Management training
 Completed Time Management training
 Completed Business Communication training
 Completed Card Economics training
 Attended Jo-Hari Window training.
 Certified in - 7 habits of highly effective people program (2014)
Xerox India Limited
Associate Director: Service Strategy, Planning, Customer Experience,
National Partner and Key Account Management reporting to the
Director – Customer Service– from August 2012 till date
Job profile includes, but not limited to the following
Strategy & Planning :

FY planning- REV/MAT/GP

Location targets

Monthly/Quarterly Outlook

Resource HC Planning

Call Centre

CSAT and VSAT

Wecare – Customer Satisfaction

National Partner Management – HCL and WIPRO

Key Account Management

A4 Operational Management
Pricing Strategy & other Approvals for

New sale

Existing customer on retention or volume growth

Other service approvals

Credit note exception

Free copies approval

New product launch FSMA

XPPS deals pricing

Price changes

Red site customers
Pay-outs

CSO staff ABC (Achievement Based Compensation) design

ABC Pay-out Release

SSP (Sales & Service Partner) Pay-out

Schemes & contest
Service Project & Programs

GP/Revenue maximization programs

Process corrections

Service Coverage

Customer loyalty

SOP Service
XPPS & XRPS with all Service Automation Deployment

XRPS Strategy for Partner

XPPS service strategy

Non-Xerox support mechanism- service delivery

Trainings & Development on XPPS & XRPS service delivery

Customer call process

Delivery of SLAs

Partner appointment & agreements
DMO Interface - Support as CSO India interface along with Head Field Service operation
Financial & Technical Reporting’s
Bharti Airtel Limited
National Head : Financial Planning and Strategy (Pan India) Reporting
to the CSO – Consumer Business – from August 2010 till August 2012
As the Head Financial Planning Mobility Group, Design a Mobility vision & strategy for
Customer Life Cycle Mgmt. Responsible for complete customer life cycle chain of events
and process improvements at each stage of customer. The most important part of the
position is Long term strategy formulation & planning by taking the business and industry
view using integrated planning process & tools. This position also provides overall
business Performance measurement and thereby acting as internal consultants, identifying
key gaps, planning & executing fixes
Head – Financial Planning & Strategy is a National responsibility and there is no
duplication of similar profile across Service Organization across Country, and it has
responsibility of planning, strategy, project execution and running operations of office of
Chief Service Officer – Consumer Business
Job profile includes, but not limited to the following

Develop Strategic Annual Plan and Annual Operating Plan including Operating
Budgets for Service Business at an All India Level

Summarization, Evaluation and Analysis of the data that flows into the CSO’s
office from the circles

Be the prime driver of CSD financial outlook and cost reduction Creation of models
/ methods for tracking and analyzing data to improve Forecasting Accuracy

Identify Opportunities for Improvement

Benchmarking between regions / circles to identify trends & opportunities

Root Cause and “What If” Analyses for strategic and operational challenges.

Performance analysis, monitoring and benchmarking of CSD KPIs for Mobility
business, across all facets of service business.

Vet business cases and various proposals for key CSD projects. Business and
financial inputs for decision making

Build strategy of improving customer experience

Constantly capture VOC and improve processes

Driving & Track, CSMM action plan implementation.

Enable uniform guidelines and directions

Giving vital inputs to the CSO while reviewing the AOP.

Standardising the tracking mechanisms to enable smooth reviews and monitor
variances & Opportunities

Leading, and executing on, cross-functional projects related to business strategy,
which do not fall into any particular sub vertical.

Providing thought leadership on strategic issues related to the industry

Benchmarking best practices across telcos related to broad-level
processes and policies

Drive competition benchmarking across the nation

Identification of opportunities and drive the 3 Vertical heads for outsourcing of
processes to Shared Services. Planning for structured and risk free roll-out across the
country

Participate in strategic partner selection by the functional teams and support go-live
of these outsourced processes

Work in close coordination with the CSD team to monitor and track the
developments.
strategies,
Projects:


Project Agile: Design and implementation of Consumer Business headcount
strategy and way forward. Reduction of 35% headcount.
Project Winback: Reducing Prepaid churn by 4.3%, resulting in a total gain of
2234Mn revenue save.
National Manager : Service Planning and Analyst (Pan India) – from
December 2008 till July 2010.
The current role encompasses to assist the Chief of customer service delivery for end to
end Service delivery strategies in terms of customer experience, benchmarking business
KPIs and performance indicators. Helping and guiding the circle customer service teams
by sharing best practices on operational matter to drive world class performance. Key
responsibilities also include entire customer service budgeting exercise and closing
monitoring performance against the plan. Driving national projects to the circles and
monitoring progress thereof. These activities get supported by way of followings;
Job profile includes, but not limited to the following

Collate performance vis-à-vis of Business against AOP. This is to be done on an
ongoing basis with Month, Quarter and Annual trends.

Responsible for overall supervision and ensuring final closure of the Annual
Operating Plan for the entire CSD Mobility Division.

Analyze performance to identify opportunities for improvement.

Analyzing & reporting the Partners performance on Customer resolution, SLAs,
Call Quality and related parameters.

Identify best practices that may help all circles to achieve desired business results

Doing “what if” analyses on operating and financial KPIs

Proactive analysis of various scenarios related to the business as well as the
prevailing services of the Competitors & their impact on Airtel’s Service Delivery.

Monitoring & reporting Process adherence & compliances at various levels of
business

Tracking & providing support to in Planning, Implementing & Reviewing various
initiatives at the Business Units to enhance Productivity through Process Adherence,
Process Standardization, Internal Controls & high degree of Compliances with
regards to the set down guidelines by the Business
Projects:


Reducing Prepaid Churn by working on various parameters of prepaid mobile
business.
Aligning business cost calculation with actual business cost output report at a
Pan India level for better understanding of cost for various business areas.
Since January 2005
American Express India Pvt Ltd, Gurgaon
Manager MIS and Special Projects – February 2007 till December 2008.
Job profile includes, but not limited to the following

Coordinating with various department heads to ensure achievement of business
goals and targets.

Responsible for reporting Back Office MIS to the Vice President.

Responsible for Back Office salary exception and bonus payout.

Responsible for administrative management of entire Back Office operation in
Gurgaon including and not limited to:

Ensuring coordination between various departments of the organization.

Creating various Back Office related Business presentation.

Coordinating with hr regarding new hire program

Responsible for capacity management (Seat/ Room) for Back Office.

Responsible for maintain and arranging Reward and Recognition and Employee
development opportunities / activities.

Responsible for completing all target related agendas for Back office –
compliance trainings, security training etc.
Projects:

My Idea Project: Coordinator and facilitator for my idea project for back office.
Subject Matter Expert ( Trainer) – January 2005 - February 2007
Job profile included, but not limited to the following

Training new hires in regular classroom sessions.

Creating “mocks” with the technical team to improve and upgrade the training
module.

Managing and coaching other subject matter experts as a mentor.

Coordinating with “US” counterpart on a regular basis for daily updates.

Traveling to other business sites for training new hires and trainers.

Supporting the industry with six sigma projects to reduce defect and cost to the
organization and to improve service.
March 2004 to December 2004. (Marketing Manager) OM Logistics
Limited. Job profile included, but not limited to the following

Work profile included supervising about 60 employees and planning marketing
strategies.

Loading and Unloading

MIS maintenance.

Tracking of delivery of goods.
Languages
English, Bengali and Hindi
References
Abhilasha Hans (Chief Service Officer – Consumer Business) - Airtel
Manish Banerjea (Sr VP - Operation) – Amex
Rahul Gupta (Chief Service Officer – Consumer Business Africa) – Airtel
Indeevar Krishnan (CS Head – Field Operations) – Airtel
Balaji Rajagopalan (ED – Post sales and Support) – Xerox
Rajeev Gupta (AD – Post sales field operations) - Xerox
Extracurricular
activities

Played cricket for under 19 East Calcutta sports district council

Played cricket for Assembly of God Church School
Interests and
activities
Traveling, Music, cricket.