Sep 2012 – Sep 2022 · 10 yrs

• Scaled business process outsourcing operation to 500 employees and $15M annual revenue as authorised third-party technical support partner.
• Grew technical support operations to 500+ employees handling 3,000+ customer calls daily
• Built $15 million annual revenue operation serving premium customer base
• Maintained stringent quality benchmarks for technical support and customer satisfaction
• Established world-class contact center infrastructure with advanced telephony, CRM, and quality systems
• Recruited, trained, and led large technical teams across multiple shifts
• Key Learning: Large-scale operations require bulletproof systems, processes, and quality controls—expertise now applied to designing automation solutions for clients.

Feb 2009 – Jan 2021 · 11 yrs 11 mos · Kolkata Area, India

• Co-founded and scaled BPO operation to 200 employees with $2 Million revenue, successfully pivoting from outbound sales to premium technical support services.
• Strategic business pivot from outbound sales (timeshare, insurance, debt settlement) to technical support
• Secured authorized service provider partnership delivering tier-1 support to US market
• Scaled operations to ₹20 crore annual revenue through consistent quality delivery
• Led technical operations, infrastructure, quality assurance, and client relationship management
• Built technical training programs for Apple product support specialists
• Key Learning: Pivoting business models requires agility, strong client relationships, and operational excellence—insights used when advising clients on business transformation.

May 2004 – Feb 2009 · 4 yrs 9 mos

• Scaled outbound sales and customer service BPO from 17 to 250 employees, serving 60-70+ clients including Fortune 500 companies. Pioneered commercial VOIP adoption in Indian BPO industry, dramatically reducing telephony costs.
• Technology Innovation: Among first Indian BPO companies to implement commercial VOIP telephony, replacing expensive IPLC circuits—reduced per-minute costs by 70-80% and gained significant competitive advantage
• Explosive growth from 17 startup employees to 250-seat contact center in under 5 years
• Secured Fortune 500 clients including Vodafone, Wells Fargo, Hyatt Vacation, 1410 Communications
• Delivered services across telecom, financial services, energy, mortgage, and vacation sales verticals
• Managed 60-70+ concurrent client campaigns with 95% outbound, 5% inbound service mix
• Key Learning: Early technology adoption creates competitive moats; cost innovation drives profitability—principles applied when recommending automation investments to clients.

Jan 1999 – May 2004 · 5 yrs 4 mos

• Founded Eastern India's first private Internet Service Provider—pioneered internet access in the region, scaling to 50,000+ customers and #2 market position.
• Market Pioneer: Launched Eastern India's first private ISP when internet penetration was <1%—educated market and built from zero to 50K subscribers in 5 years
• Infrastructure Innovation: Built region's first commercial datacenter providing hosting, colocation, and managed services
• Market Leadership: Achieved #2 ranking in competitive market, second only to government-owned VSNL
• Complete Build: Established end-to-end infrastructure—NOC, 24/7 support, billing systems, network operations, sales distribution
• Competitive Strategy: Successfully competed against government monopoly through superior customer service, reliability, and technical support
• Impact: Brought internet connectivity to thousands of businesses and homes in Eastern India during the dial-up era, enabling the region's digital transformation.