Pranai Tamang
Darjeeling,West Bengal
Summary
Seeking a Deputy Manager - Operations role to leverage 10 years of customer service experience in driving service excellence, process compliance and cross-functional coordination, while contributing to operational goals.
Overview
5
5
years of professional experience
Work history
Service Quality Assurance Manager
Wipro Technology, Cybersecurity (CRS)
Kolkata
06 2025 - Current
- Company Overview: Cybersecurity (CRS)
- Driving customer satisfaction, ensuring process compliance and fostering continuous service improvement across the Healthcare, Communication, Network and Media sectors in Americas 1, while coordinating closely with Project Managers, Delivery Managers, ADH, CDH and SMU Head
- Conducting regular reviews of the account health and identification of critical risk proactively and track it to closure
- Responsible to ensure SLA compliance as part of signed SOW and conducting RCA for SLA misses and action planning
- Train and mentoring account teams on the process frameworks and improvement methodology
- Responsible for monitoring project status from Sales handover, POC transition until the project reaches BAU, ensuring seamless execution and stakeholder alignment throughout the lifecycle
Group Leader
Wipro ISF
03.2024 - 05.2025
- Responsible for submitting and meeting operational KPIs
- Prioritization of workspace requirements and other deliverables set by the client
- End to end ownership and case management of critical issues faced by the client and the team till it's resolved
- Building insights and generate analytics to underpin performance measures such as - Areas driving under performance, what actions need to be taken to improve, etc.
- Responsible to identify opportunity areas for operational Improvement and implementing the most effective solutions to meet both team and client oriented objectives
Team Leader
Wipro ISF
12.2020 - 03.2024
- Responsible for submitting and meeting operational KPIs
- Prioritization of workspace requirements and other deliverables set by the client
- End to end ownership and case management of critical issues faced by the client and the team till it's resolved
- Building insights and generate analytics to underpin performance measures such as - Areas driving under performance, what actions need to be taken to improve, etc.
- Responsible to identify opportunity areas for operational Improvement and implementing the most effective solutions to meet both team and client oriented objectives
Subject Matter Expert
Wipro
Kolkata
11 2019 - 11 2020
- Responsible to communicate policies to associates and became the primary information source for the team; following up to ensure compliance and it's consistency
- Acted as the first point of escalation for customer and internal issues
- Driven the continuous improvement culture, identified and eliminated barriers to customer satisfaction and enhanced the operational efficiency
- Successfully trained fresh batches and gave coaching/feedback to the team members to drive improvements
- Responsible to develop, compile and analyse the team and client oriented reports and dashboards
Senior Process Associate
Wipro
Kolkata
05 2015 - 11 2019
- Responsible to provide real time resolution to the customer within specified AHT
- Maintained quality of work on par with industry specified standards
- Taken ownership of critical cases and ensured these hands off are resolved in a timely manner
- Developed a culture that supports team engagement and high performance
Education
Bachelor - Business Administration
University of Nor th Bengal
Skills
- Strong customer, escalation and change management
- Ability to prioritise, multi-task and effectively delegate
- High level of flexibility with a strong ability to lead others successfully through process, system and transformational change
- Working knowledge of information technology and BT industry trend and issues
- Academic knowledge of Statistics, Strategic and Entrepreneurship management
Accomplishments
- Six Sigma on Tails Volume and Dwell reduction, Apr'25. Project Id: 2208. Closed project as a Team Leader on volume and Dwell reduction by identifying defects in a current process andeliminating them while creating effective procedures
- LEAN, Reduction of incorrect KCI D, Nov'24. Claimed efficieciency of 3 FTEs as a Project Leader by identifying the root cause of incorrect touches, creating new procedure to minimise incorrect handles and building a strong contineous led path to ensure consistent performance
- Continuous Improvement - HTB reductions. Claimed efficiency of 2 FTEs as a Project leader by reducing volume of rejected cases tagged by BT technicalteam
- Continuous Improvement - Reduction in volume of Apex cases. Claimed efficiency of 2 FTEs by reducing crucial cases fetched via Openreach portal named as "Apex"
- LEAN - Tails Process simplification. Closed LEAN, FY 2018-2019, as a team member by identifying and eliminating unnecessary process and orderjourney mapped in the industry
- LEAN - Newsite : Newphone. Closed LEAN, FY 2017-2018, LN -262, as a team member by identifying and implementing brand new methodsof reducing unnecessary gaps previously followed by both Newsite team and service management centresacross entire locations
- Challenge Cup - Intra-organisational project. Participated in challenge Cup for the consecutive year 2016, 2017 and 2018 with a goal to improve servicestandards and turn around time for the end customer
Languages
English
Hindi
Nepali
Interests
- Drums and percussion
- Ranked no. 02 in Badminton in Darjeeling District :: Year 2011
- Seeking online training lessons in western classical vocal
Personal Information
- Date of birth: 26/11/1989
- Marital status: Single
Timeline
Group Leader
Wipro ISF
03.2024 - 05.2025
Team Leader
Wipro ISF
12.2020 - 03.2024
Service Quality Assurance Manager
Wipro Technology, Cybersecurity (CRS)
06 2025 - Current
Subject Matter Expert
Wipro
11 2019 - 11 2020
Senior Process Associate
Wipro
05 2015 - 11 2019
Bachelor - Business Administration
University of Nor th Bengal