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Head Prepaid Call Centre and Backend ( DGM) at TATA TELESERVICES LTD.
Head Prepaid Call Center Operations catering to 40 million Customers across the country with 1700 agents across 12 centres. Having an in-depth Knowledge on Customer Service both in Hospitality and Telecom Industry. Exposure to Call Centre (Postpaid, Prepaid, DHL, Tele-Verification Desk and Data) Operations spanning inbound support & Backend – Voice (Regular & High Value) Customers and Data. Setting up of Call Centre and IVR for the Prepaid and Postpaid Inbound Voice Call Centre along with the Backend Operations. Proven success in streamlining operations, managing frontend and backend operation in Telecom. Specialized skills in starting up operations and delivering the KPIs, transition, Customer service improvements and partner relationships across Lines of Businesses.
Symbiosis Institute of Management Studies
Master of Business Administration (M.B.A.), Marketing
January 1, 2007 – January 1, 2009
Institute of Hotel Management
Diploma, Hospitality Administration/Management
January 1, 1991 – January 1, 1994
Bhawanipore Education Society
Bachelor’s Degree, Business/Commerce, General
January 1, 1991 – January 1, 1993
St Thomas school Kidderpore Kolkata
High School, General
January 1, 1989 – January 1, 1991
St. Thomas School
ICSE
January 1, 1988 – January 1, 1989
TATA TELESERVICES LTD.
Head Prepaid Call Centre and Backend ( DGM)
June 1, 2016 – Present
TATA TELESERVICES LTD.
West Hub Head for Regular + Premium and PNG Call centre Head for Pan India ( Front end )
July 1, 2012 – May 1, 2016
TATA TELESERVICES LTD.
CIG - Customer Services
April 1, 2006 – June 1, 2012
TATA TELESERVICES LTD.
Head - Prepay Call Centre Operations
February 1, 2004 – Present
TATA TELESERVICES LTD.
Customer Service Manager
February 1, 2004 – March 1, 2006
Reliance Infocomm
Cluster Manager
November 1, 2002 – January 1, 2004
Nagpur Area, India
BPL Telecom
Customer Service Manager
September 1, 2001 – October 1, 2002
Greater Nagpur Area
The Taj Group of Hotels - IHCL
Asst Front Office Manager
October 1, 1996 – September 1, 2001
Pune/Pimpri-Chinchwad Area
ITDC ASHOK - Alliance Hotels
Management Trainee
July 1, 1994 – September 1, 1996
Greater Delhi Area
Cultural Fit Analysis
The candidate's extensive experience in large corporate environments (TATA TELESERVICES, Reliance Infocomm, Taj Group) suggests an ability to adapt to structured organizational cultures. Their history of managing diverse teams and partners across multiple locations indicates strong collaboration and interpersonal skills. However, the candidate's career trajectory is heavily focused on customer service and hospitality management, which does not align with a software engineering cultural fit, which typically values technical problem-solving, coding, and system design.
Soft Skills & Operational Fit
The candidate demonstrates strong leadership, operational management, and partner management skills. Their experience in managing large-scale customer service operations, optimizing processes, and achieving KPIs suggests a high degree of operational fit for roles requiring robust management and execution. The focus on customer satisfaction, quality, and efficiency indicates a results-oriented approach. However, the candidate's background is entirely in operations and management, not in software engineering, which is the target role.