Business Development Customer Service

AVIJIT RAHA

*** ******* ***** **** - **

Vejalpur - Ahmedabad

Email: ******.****@*****.***

Contact No. – +91-877*******

PROFESSIONAL PROFILE

Highly professional administrator executive who has demonstrated continuous growth, achievements, and impressive leadership in the management of complex activities within the service, manufacturing, engineering industry. Solid business insight with the ability to ascertain and analyze needs, forecast goals, streamline operations in BFSI segment, and envision new program concepts. Excellent communication and interpersonal skills serve as the foundation to effectively network, collaborate, negotiate, and maintain positive partnerships with customer, staff, and outside vendors and organizations. Proficient in the management of a diverse range of departments, professionals, and programs through a complete understanding of the said industries arena and integrated networks. Adept at setting, expecting, and achieving high standards of quality.

Operations management - Organization/planning/supervision Team building-Forecasting/scheduling - Site Auditing - Statistical analysis - End to End to set up (Ops, Tech inputs, Manpower) - Customer service/relations -collections - Retention – Migration/Transitions - Telesales - Process Improvement and excellence - Business Analysis – Sales and Brand Augmentation – P re Sales Business Development ( RFQ – RFI – RFP) – BPM(Business Process Management & Re-engineering), Revenue Growth, Profit & Loss

SELECTED ACHIEVEMENTS AND RESULTS

Selected as distinguish member of TASK FORCE for The President of the Republic of the Philippines Rodrigo Roa Duterte KGCR

Awarded Honorary: Doctor of Literature in Industrialization Management & Administration[Economics] IEC University South East Asia – Maldives, Conferred at American College - Madurai

Bi Lateral trade increased between India & Philippines

Sold President Duterte’s pet project Polaris City to SANMAR Group of Bangladesh deal size $180 Million

Closed Business of SBI - ANZ Grindlays - IDFC - YES Bank - NIIT Technologies for GRC Stack

Tie up done in South Africa and USA for GRC stack

Designed and implemented Automatic speech IVR for different VAS and other offerings for TATA Tele services (Latice Bridge).

Awarded best performing circle according to TNS Customer satisfaction survey within Tata Tele Services (all circles).

Successfully acquired Project from different segment for Tech Mahindra (British Telecom), Outline System and GMS software through bidding process.

Awarded for most valued employee of Magus Customer Dialog Pvt. Ltd.arket

Currently working with C J Solutions Business Services as Executive Director - Foreign Business Jan’22 - Till & As Director Global Business - APAC - AFRICA & USA with GRC Stack

External Marketing Consultant of GRC Stack Pvt Ltd, etc. for Software services and Products, IT Technology infra services. Creating niche market for Cloud and security product in BFSI and Fintech Sector

Manpower Augmentation Consulting ( USA & India) in IT - ITES - BD - Leadership Hiring

Developing Loan Products and channel development for Sanya Group (NBFC)

Developing and Outsourcing of Call Center business in India and Philippines

Promoting Polaris City area of Philippines for attracting Hospitality business

Promoting Medical Education of Philippines and India in Collaboration with SBSMS and C J Solution for SAARC Countries, East African Countries, South Africa and Middle East and Gulf Countries. Hinafri care - West Africa(Togo, Benin, Nigeria, Niger etc.), Telesesia - For South Africa - Ghana - Botswana

Solar Energy and Medical Tourism business promoting in Bangladesh - South East Asia & Africa (Rwanda Kenya Tanzania Ethiopia Uganda Ghana Benin TOGO Cameroon)

Developing Royal Bevande FMCG beverage whole sale and coffee chain business in India - Bangladesh and South Africa. Also Developing Channel Sales

Promoting Royal Bevande FMCG Beverage and Coffee Chain Outlet in India and collaboration with La'Telesesia Agency York Street Berea Johannesburg - Cape Town - Durban for South Africa

Coordination and Presentation to different BFSI - Fintech companies to enter in Philippines

Actively taking part in Merger And Acquisition business development and consulting

Business Valuations, Promoting SME and Banking and stock market Compliance

Worked with Principle Steel Detailing as Chief Marketing Officer JULY’ 2020 - Dec’21

Implementation of Board resolution in context of revenue growth

CXO Level Presentation to different stake holder

Forecasting of Budget related to Advertising, Market Acquisition etc.

Forecasting of Sales and revenue growth according to agreed terms and condition

Goal setting for Finance and revenue spending

Vendor selection and management

Strategic Planning for increasing market share

Strategies goal achievement by engaging different team

Presales and inside sales activities

RFP – RFQ for USA Market tendering

Liaising with MSME Govt. Of India

Sales training and Market segmenting

Liaising construction structural fabricator

Final Delivery of detailing designing delivery

Coordination with different department in USA, UK and CANADA

ON Shore OFF shore coordination for business acquisition

Tendering and BID document compliance with ONSHORE customer contract manual

Developing different training and SOP’s

New Product and Services launch

Recruiting – Training - Mentoring

Responsible for setting office in TEXAS USA on behalf of Principle steel Consulting

Strategic Planning and Business Analysis

Public relations and Media Planning

Worked as General Manager – OPS with Metropolitan C/o JSW Steel Plant JUNE 2014 – ;JULY 2020

Different performance MIS report to Board of Directors

Bar Rod mill operations with the help of JSW floor team

Production planning and shift scheduling along with JSW team

Human resource Planning on behalf of JSW Steel for BRM – Ops, SMS and other support services area

Strategy formulations and skilled manpower acquisition from different states of India

Liaising with Legal authorities – internal and external

Liaising with factory inspector and different political parties

Tendering for different raw material purchase

Vendor Selection for Production

Liaising with Ministry of Industries Tamilnadu Govt. For acquisition of SEZ in Perundurai, ERODE District

Strategy and Company policy formulation for the current financial year

B2B Business development on behalf of M/s, Metropolitan for new or existing project site

Optimization manpower and outsource business

Liaison with different Government agencies

Purchase and Vendor development for Non raw material items

Compliance adherence and periodical audit of Statutory compliance along with PF, ESI, ISO, OHSAS & 5S

Worked as General Manager Operations with Adroit Corporate Services Pvt. Ltd (Oct’2008 – Sept’2011 And From March’2012 – Dec’2013) Joined back Adroit corporate from 2011

Banking End to End back office operations for Standard Chartered Bank, Deutsche Bank, ICICI, INDUSIND, Vijaya Bank Namely Cheque Collections from Various branches and processing for RBI Clearance in different slot

Managing Collections through dedicated teams ( Credit Cards and Unsecured Loans)

Cash distribution management through various vendor agencies

Bucket Calling for collection NPA amount

Custody and Vault business Operations with various banks and NBFC

IPO/PUBLIC Issue management as Registrar services including Red Herrings reports submission

Coordination with BSE – CDSL – NSDL and SEBI for various procedure and guideline and also in sync with other mandatory Government of India.

Fixed Deposit Schemes – Debt market and related activities for Yash Birla Group ( Birla Power – Cotsyn – Shloka etc.)

Business development in the arena of Financial Domain and IT Managed Services

Managing Follow up & Operations call center of 100 seats for Deutsche Bank

Leading the Software development team for various financial related ERP software development

Leading the Cheque Truncation System Development team with Functional and solution designing

Corporate Legal support and court proceedings regarding various compliance

Worked as Head Business development and strategic planning (Nairobi - Kenya) with Endeavour Africa Group June 2010- july2011. Joined back Adroit Corporate

Business strategy formulation for ERP application software (HRMS, POS etc.)

Business development with high net worth organization in East Africa region (Kenya – Tanzania – Uganda), Central Africa. West Africa.

Different product launch segment wise ( Insurance – Micro Finance – Accounting )

Franchisee Model Development in Nigeria – Tanzania – Uganda – Rwanda etc

Brand building of individual software applications product

Channel Sales ( Software reseller appointment with renewal contract)

Business risk management

Business forecasting – product wise

Market Segmentation

Acquiring new businesses in Africa (East, Central and West) continent

Market communication and media planning

Team building and training

Manager Operations - TATA Business Support Services Ltd –(Jan ’08 – Sept ’08)

Account Management of TATA – AIG General Insurance (Motors & Health) D2C Channel.

Over all process delivery and improvement.

Ramp up strategy and migration.

Intra department and process coordination.

Cheque collection through FOS in Pune and adjoining areas

Profit & Loss of the account.

Client coordination, Technical (Dialer management) coordination with Technology and Client.

Developing and upgrading of Training module for rebuttals and handling objections.

People and process development.

Pre -Sales presentation and RFQ formalities

Worked as Freelance Consultant with GMS Software Solution & Outline system Inc. –(Jul ’07 – Dec ’07)

Migrating HR process from US.

Job listing, Job Posting and Training.

Process Migration.

Operations of 70 seat process for complete HRPO.

Complete process migration.

Tele-recruiting on behalf of different fortune 500 companies.

Presales and preparing RFP, RFQ ( US)

Bidding for project in SME and other segment (US)

Senior Process Designer ( Delivery Manager – EMP Project) – Tech Mahindra – Pune – (Aug ’06 –Apr ’07)

Smooth and quality delivery of different BPM models (EMP Project).

Designing different process of telecom product (MPF, SMPF and LLU) on behalf of BT openreach.

Onsite (UK) – Off shore (India) resource coordination.

Different process ARIS modeling

Resource planning, Stake holders Review.

Client walkthrough of Deliverables

Onsite client coordination (British Telecom).

Project scope defining, Task creation and distribution CR according to the skill set.

Quality check of deliverables.

Maintaining and scheduling of Delivery time line.

Process Improvement of different BT opeanreach processes and products

Bidding on behalf of TechM for acquiring different work stack and new BPM project ( BT – UK)

Worked with TATA – BSS & Magus Customer Dialog for TATA Tele service (June’04 - July’06)

Key Relationship Manager – Magus Customer Dialog Pvt. Ltd., Delhi

Managing operations of Key Accounts - Tata Tele Service Prepaid: Delhi and Rajasthan, Idea Cellular: UP (East and West), Delhi, Rajasthan, Haryana.

Responsibilities include managing team size of 300 team members, Business planning and promotion, Migration of different accounts & their technological needs, implementation of different process SLA’s.

As Team Manager – Operations – TATA Business Support Services Ltd., during Migration of processes from Magus Customer Dialog - Chandigarh

Part of the core team for defining and designing of various processes in TBSS.

Managing call center operations of TTSL Haryana, Punjab and Himachal Telecom circle - Post paid, Prepaid, Public Telephony Booth, Top corporate and Gold customer, Second Level Churn and Retention.

Handled complete migration of six circles to TBSS, Managing calling performance according to agreed SLA’s.

Responsible for client interaction, business presentation, performance review, Process mapping and development.

As Branch Head - Operations – Magus Customer Dialog Pvt. Ltd during launch of six Tata Tele services entire north except Delhi circle

Managing Key accounts (Tata Tele services – Haryana, Punjab, Himachal, UP East & West, Rajasthan).

Migration and Transition of six circles to TBSS.

Managing and coordinating with client site operations SPOC.

Manage Calling performance according to agreed SLA’s.

Responsible for business planning, development and appraisal.

Floor Manager - Srichaitanya Info systems Ltd., Hyderabad, an International call centre (Jun ’02 – Jun ’04)

Manage and coordinate activities concerned with the operations for outbound tele-sales and inbound activities.

Managing calling performance of all programs to meet and exceed client and organization expectations.

Responsibilities include supervising teams, counseling, mentoring, motivating team members, interviewing and process training of employees.

Executed planning, assigning, appraising performance, resolving various operational related issues.

Leader – Project operations - Azure Technology Pvt. Ltd., Ahmedabad, an international call center (Apr ’01 – May ’02)

Responsible for managing teams for outbound tele-sales and inbound activities.

Implementation of escalation process, adherence of quality system.

Campaign management of AT&T Wireless (USA), My CITY.COM, My Resource.com.

Process implementation (complain, call handling, sales etc.), Implementation of TAT Process.

Handling of operational related issues, process training for Call Center agents and team leaders.

Business process acquiring from US (AT&T, Verizon etc.)

Coordinator – Customer Service - SBI Credit Card (GE Capital – SBI JV Company), Ahmedabad, (May ’99 – Apr ’01)

Solving customer queries & complaints.

Handling of customer verification for Cash withdrawal from SBI Branch

Risk management processes, MIS generation, Database management processes

Collections of Entire Gujarat primarily Ahmedabad, Baroda, Surat, Rajkot, Annand, Sourashtra

Bucket Calling for delinquent customer of bucket III to VI

SBI Branch training for Cash advance – Fraud detection & operations

Recruitment and coordination with various Collection agencies

Process owner of Collection agencies performance

Handling of Third party verification of various Merchants

Call quality evaluation and SBI branch co-ordination in Gujarat.

Customer Care Coordinator - Fascel Ltd (CELFORCE), a cellular mobile operator in Gujarat, Mar ’98 – Apr ’99

Responsible for Solving customer queries and complaints, branch coordination, SIM activation, Feature order generation, MIS generation.

Asst. Manager (F&B Operation) - Inder Residency, a five star hotel in Ahmedabad, Feb ’97 – Feb’98

Responsibilities include F&B operation, Guest relation, Corporate selling, Food costing, Inventory, Maintaining Sop’s, Cash flow maintenance.

EDUCATION AND PROFESSIONAL TRAINING

BA (Majored in Economics).

Diploma in hotel and catering management.

Dual Postgraduate Diploma in Computer Application Webel Informatics Ltd. (W.Bengal)

Open Source Software for Geo-spatial Technology From I S R O Institute of Remote Sensing

Dehradun

Certified in Digital Journalism from Reuters

Non Profit Marketing

Fundraising for Non Profit .

Training on Guest relation and Banquet selling from Oberoi Grand, Calcutta

ARIS modeling from British Telecom ( UK)

Certified ISO 9001:2008 Internal Auditor ( MSME Technology – Govt. Of India – Coimbatore)

Certified “5S” policy From BMQR

Certified on OHSAS 18001:2007

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