Partha with MBA & Sig Sigma Yellow Belt Certification has a progressive career of over 16 years in sales and service. He has proficiency in strategic planning, business development, opex management, profit centre operations, training development & quality, customer service and call center operations catering to various industries including Banking, Telecom, Health Care & Consumer Durables
Partha, over the past 5 years, has been into Training and Development being the Ex. Capability Development Training & Audits Head at Reliance Communications Ltd, Kolkata and later for the entire Eastern Region has expertise in conceptualizing & developing training including content development, building capability with improved productivity, setting up the training systems, processes & procedures, thereby devising training strategy for the organization, establishing system for identifying training needs across levels through mapping of skills required for particular positions and analysis of the existing level of competencies and also designing & developing the respective content for the same.
He also conducted induction training & on the job training for all new recruits both at Retail Store & Call Center
Refresher Training on Product, Process, Soft Skills etc, Train the Trainer programs for Call Centre Trainers, MSR & Certification of new call center agents & periodic monitoring / call audits etc. Root cause analysis, fixation & close looping with process owners and subject matter experts on the gaps identified during quality audits thus contributing towards the overall performance improvement and growth of the organization as a whole.
Partha’s acumen in business operations has helped him in identifying training needs based on the business requirements since he had already seen the other side of the coin. Planning strategically, defining and deploying the necessary systems/tools to enhance training effectiveness, and continuously evolve learning infrastructure to align with industry trends and best practices, designing appropriate learning methodologies – e learning, instructor led, facilitating, coaching and measuring training effectiveness through audits & ROI for varied line of businesses like retail stores, distribution & call centre operations.
He also conducted various leadership, team building etc programs along with performance management appraisal & assessment programs in collaboration with HR team for middle and senior management employees. He introduced the first ever cross functional process knowledge learning platform to bridge the gap between departments at Reliance Communications Ltd.
Partha spearheaded the project of 3G and 4G launch when a mass level training program was organized for over 8000 retailers in Kolkata and another 20000 retailers and distributors for upcountry and districts of WB.
He headed the team at Reliance Communications Ltd for the transition of Call Center to Tech Mahindra – May’15 through Train the Trainer programs, agent recruitment filtration, batch certifications, quality audits, process & CRM system training and buddy up programs
Partha was instrumental in implementing digital ways of training through the roll out of eKYC services, Aadhar based activation across Kolkata & WB Circles at Reliance. Training at all levels pertaining to over 30,000 retailers, stores, distributers, employees etc, allocation of biometric devices, troubleshooting & MIS reporting. Nov’16 He started his career in Sep, 2001 serving as a call centre agent in Tri Online Ltd at Bhubaneswar.
Later in Jan 2002, he joined the pioneers in BPO industry and started working as a Relationship Manager with General Electric Capital International Services based out of Hyderabad catering to Appliances & Health Care processes. In Apr 2004, he joins the Banking division of GE, under the company named GE Countrywide Financial Services and moved to Kolkata.
Soon in Sep 2004, he joins the Telecom giant Bharti Airtel Ltd and moved into business operations as Asst.Manager, Customer Service Delivery, Zonal Operations looking after entire back office escalations, provisioning, customer life cycle management, distribution, retail operations etc.
In Mar, 2017, he joins Reliance Communications Ltd heading the Cluster Operations for Kolkata and various districts of West Bengal.
In Oct 2012, he gets elevated as Senior Manager, Head – Training Capability Development & Audits for Kolkata & WB and later for the entire Eastern India.
Partha is proficient in delivering training programs in soft skills, behavioral training, 6 Sigma lean management & quality assurance, train the trainer programs, platform skills, facilitation skills & presentation skills, sales training, objection handling, conflict management & negotiation skills at retail store / call centre, marketing management (retail & direct sales), business management, time management, operations management, leadership, decision making, interpersonal skills, transaction analysis, delegation of authority, team building, motivation at workplace, grooming, personality development, customer service orientation, consumer behavior, tele calling, cold calling & telephone etiquettes, kaizen techniques, 5 S & Japanese continuous improvement techniques, effective communications skills, call centre operations training & quality, customer grievance handling skills, voice & accent training, product, process, CRM training and content development
Partha as a free-lancer has been associated with various corporate houses and has been conducting training & developmental programs in the field of Telecom, Retail, Distribution, Insurance, Call Centre, FMCG, Manufacturing, Consumer Durables, Appliances, Oil & Gas, Real Estate etc
Partha was felicitated with the biggest honor in Reliance Communications Ltd by the President, in the field of Training and Development as the National Best Training unit for not only meeting all KPIs but also designing various training methodologies, brining in creativity & implementing adult learning techniques – FY 15-16
He is Six Sigma (Yellow Belt) certified. He attended the Team Building Theatrical Workshop by Paul Mathew. He has been certified in various classroom & e learning courses on presentation skills, basics of effective communication, building strong customer relationship, time management etc
He has also done a certificate course on Call Centre Operations from North Star College, Noida
He is also associated with Indian Society for Training & Development (ISTD) & National Human Resource Development Network (NHRDN), Kolkata Chapter for various skill development program
Languages Known: English, Hindi, Oriya, Bengali