- Traveling
- Photography
- Volunteering
- Sports
Partha Sarathi Chatterjee
Budapest
Summary
Results-driven Client Services Manager with a focus on optimising service delivery and enhancing client relationships. Led initiatives that improved operational efficiency and reduced costs while driving a 40% increase in customer user base. Expertise in data analysis, project coordination, and leadership supports a commitment to continuous improvement and innovation.
Overview
21
21
years of professional experience
4
4
Certification
Work History
Client Services Manager
BT
Budapest
11.2022 - Current
- Managed multiple large customers, including Adecco and International Airlines Group, ensuring tailored service delivery and customer satisfaction.
- Reduced service credits by 100% (from 20K Euro monthly to NIL) by driving service improvements and aligning processes.
- Achieved 40% growth in customer user-base through deployment of new services and collaboration with Sales lead, enhancing overall sales performance for BT.
Associate Director
BT
Gurgaon
12.2018 - 10.2022
- Managed service assurance processes to ensure operational reliability and service quality for PepsiCo's Network Operations Center.
- Oversaw resource management efforts to optimise alignment with demand, capacity, and cost objectives.
- Implemented strategies to enhance operational efficiency, achieving a yearly cost reduction of around 15%.
- Facilitated compliance with BT's mandatory requirements, ensuring adherence to training and timesheet protocols across teams.
Sr. Operations Manager
BT
Kolkata
11.2016 - 11.2018
- Operations Lead for Procter & Gamble
- Streamlined resource allocation, achieving 20% cost efficiency improvement in operations.
- Conducted performance reviews and provided constructive feedback, fostering a culture of continuous improvement.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Cultivated relationships with key stakeholders, enhancing brand reputation and securing long-term partnerships.
Operations Manager
BT
Kolkata
10.2015 - 10.2016
- Transitioned and in-sourced P&G service desk from 3rd party to BT, enhancing service continuity
- Transformed multiple service desks into a unified team, improving collaboration and support efficiency
- Monitored staff performance and developed improvement plans.
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
Team Leader
Orange Business Services
Gurgaon
05.2012 - 09.2015
- Led team of service delivery specialists to ensure effective service provision
- Coordinated delivery logistics with field support and ISPs to streamline operations
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
Global Process Manager
Orange Business Services
Gurgaon
08.2008 - 04.2012
- Led development and re-engineering of processes using Six Sigma methodology to enhance operational effectiveness.
- Resolved process conflicts and negotiated agreements between delivery and service teams to align objectives and improve collaboration.
- Implemented a continuous improvement culture, encouraging innovation and adaptability among team members.
- Set up business contracts, obtained signatures and processed paperwork.
- Implemented new process management software, significantly reducing manual data entry errors and improving workflow.
Sr. Global Cessation Manager
Orange Business Services
Gurgaon
09.2005 - 07.2008
- Facilitated cease requests for large and key customer accounts, ensuring timely and accurate processing.
- Delivered training sessions as subject matter expert on processes and tools, enhancing team capabilities and knowledge.
- Managed critical escalations, minimising downtime during outages and maintaining service continuity.
Education
Master of Business Administration - Information System
Sikkim Manipal University
01-2011
A Level - Bachelor of Computer Science
Department of Electronics, India
01-2002
Bachelor Degree - Commerce
University of Calcutta
01-1999
Skills
- Client relationship management
- Optimised service delivery
- Operational efficiency
- Process optimisation
- Data analysis
- Project coordination
- Decisive leadership
- Team leadership
- Team coaching and management
- Team collaboration
- Client advocacy
- Analytical thinking
Accomplishments
- 83% reduction in business outage hours and 77% reduction in Major incidents for PepsiCo (2018-2020)
- 100% SLA Brilliance in maintaining Zero SLA penalty, every month, throughout my tenure in PepsiCo and Procter & Gamble (2015-till date)
- Driving Continual Improvement within team in achieving and maintaining bronze level certification
- Driving service sprints to maintain customer trust in BT and contributing towards yearly contract extensions for PepsiCo in 2019 & 2020 through service excellence.
Hobbies and Interests
- Traveling
- Photography
- Volunteering
- Sports
Websites, Portfolios and Profiles
https://www.linkedin.com/in/parthachatterjee28/
Certification
- Six Sigma Green Belt
- CCNA
- ISO 27001 Lead Auditor
- ITIL v4 Foundation
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Services Manager
BT
11.2022 - Current
Associate Director
BT
12.2018 - 10.2022
Sr. Operations Manager
BT
11.2016 - 11.2018
Operations Manager
BT
10.2015 - 10.2016
Team Leader
Orange Business Services
05.2012 - 09.2015
Global Process Manager
Orange Business Services
08.2008 - 04.2012
Sr. Global Cessation Manager
Orange Business Services
09.2005 - 07.2008
Master of Business Administration - Information System
Sikkim Manipal University
A Level - Bachelor of Computer Science
Department of Electronics, India
Bachelor Degree - Commerce
University of Calcutta