Krishnendu Sinha

• Work for multiple CPG clients like PepsiCo, Herbalife, Hasbro, Bose, Kimberley Clark in Mexico.
• Responsible for fulfillment of open requirements.
• Plan for QoQ revenue growth for all CPG accounts.
• Share YoY growth plan for all the CPG accounts.
• Responsible for maintaining gross margin and planning improvement of gross margin for all the clients.
• Maintain relationship with the clients and stakeholders for new opportunities.
• Maintain good relationship with the client partners and BRMs in order to expand more business in Mexico.
• Work with the recruitment team to get the best profiles from the market to fill the open positions before other vendors close it.
• Follow-up with the HR team for the new joiners onboarding process and communicate with the clients.
• Focus on CGP KPIs in order to fulfill the YoY target.
• Discuss with multiple cluster heads on how to improve margin plan and account growth and strategy.
• Manage cross functional team and ensure 100% on time delivery to the clients.
• Focus on upgradation of skill sets as per current market.
• Manage all operational tasks for multiple clients like associates’ allotment, allocate budget, utilization of resources, maintain daily attendance tracker etc.
• Focus on clients’ requirements and make plans to make it a success.
• Negotiate with clients for an increase of hourly bill rates of the SMEs every year.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

• Improved service quality, addressing client concerns promptly and professionally.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Led cross-functional teams to achieve project goals on time and within budget.
• Help transition team to onboard new associates.
• Maintain 100% SLA for system enablement for all users.
• Co-ordinate with multiple teams and any issues during transition.
• Work as a single point of contact for all Mexico business users in order to resolve their issues.
• Send reports to stack holders on the progress of transitions.
• Create user stories during transitions and create knowledge articles for future reference.
• Work as a bridge between business / end users and technical support team to provide solutions with our impacting business and revenue.
• Monitor SNOW incident queue and follow-up on progress for all incidents and Service requests.
• Follow-up with multiple vendors on behalf of users for new license.
• Work with in house IT team on multiple occasions to provide better service to the end users.
• Work as a Major incident manager when required.

• Forming up a new team based on requirements.
• Monitoring performance and providing training to associates for career growth.
• Defining business strategy with stakeholders.
• Responsible for all deliverables from Mexico location.
• Managing team members more than 10.
• Closely monitor associate’s daily attendance and send daily work status reports to customer.
• Creating new opportunity in order to increase team size in Mexico to increase in revenue.
• Defining bill rate for team members.
• Responsible for internal account related operational tasks like on boarding of new associates, assign assets, complete all mandatory trainings, adhere company policy and etc.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Enhanced service delivery by developing and implementing efficient processes.

• Responsible for 100% availability of applications during business and non-business hours.
• Daily scrum call with multiple teams.
• Defining strategy for new increments and deployment.
• Sending Weekly report to Sr. product director and CIO.
• Working with end users and different stack holders for new requirements and passing on the same to the dev team in order to develop and deliver the product to business with in given timeline.
• Providing As IS support to all end users and stack holders.
• Maintaining 100% SLA and OLA.
• Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
• Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.

• KPI/SLA – Data Driven approach for business management focusing on Business KPI’s and their improvement.
• Productivity & Process improvement – Set up new Infra structure Operation model for customer. Proven track record of Identifying and Improving business processes to remove process inefficiency.
• Capacity planning and Manpower management – Defined processes and clear visibility for work allocation on day-to-day basis. Ensured day on day delivery of end user quality interaction, through various communication platforms.
• Compliance – Ensure adherence of Team towards organization policies, rules and regulations to achieve 100% compliance.
• Financials– Responsible for managing program cost to meet YoY cost targets.
• Appraisal/Promotion/Team Motivation – Responsible for defining goals and continuous feedback sessions to identify bottlenecks and conclude a likely win-win solution.
• Digital enablement - Migrate on premise servers to cloud.
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Developed training programs to enhance employee skills and boost overall productivity levels.

• Vendor management - Drive sales conversion through sales-oriented approach around selling on Inbound /Outbound calls and SMS to augment the revenue.
• Partner Enablement - Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms. Monitored customer quality metrics and took proactive steps to implement.
• Revenue - Identify, enable and qualify high-value partners that will drive revenue and deliver best-in-class professional services to the clients.
• Stakeholder - Collaborate with key internal stakeholders (e.g., service teams, marketing, PR, support, etc.) to further develop partner strategies and processes. Managed team of 140 employees.
• Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
• Managed resources effectively to avoid unnecessary delivery delays.

• Responsible for Transition management to project steady state.
• Responsible for end – end production support to customer on 24/7 environment.
• Identify reoccurring issues and provide permanent fix.
• Ensure 100% of SLA of all Major incidents and corresponding RCA.
• Manage critical applications like Vocollect, Facturacion, DCFLEX etc.
• Worked as a project coordinator for SAP PI-PO migration project.
• Manage team more than 60 team members.
• Responsible for creating and presenting WSR and MSR to customers.
• Worked as a coordinator between offshore and onsite.
• Worked as a problem manager for both SAP and non-SAP applications.
• Monitor all support chat groups and reply to stack holders / customers on regular basis.
• Maintain a good and healthy relationship with customers and end users by fulfilling their requirements on time.
• Boosted client satisfaction with regular communication updates on order status and expected delivery times.
• Evaluated staff performance regularly using objective metrics and qualitative feedback, implementing performance improvement plans when necessary.

• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Support Middleware applications using .NET, BizTalk , SQL server

Managed approximately 30 incidents , emails per week from customers

per week