Ritusmita Thakuria

CEO

Bengaluru, Karnataka, India21 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

25+ years in global business operations
Expert in AI/ML project delivery
Proven track record in team leadership

Stackforce AI infers this person is a seasoned leader in BPO and Retail operations with a focus on customer satisfaction and team development.

Contact

Skills

Core Skills

Project ManagementOperational LeadershipClient ManagementOperations ManagementTeam LeadershipStore Operations ManagementClient Relationship ManagementBusiness DevelopmentBusiness StrategyCustomer Support

Other Skills

Process Improvement & Change ManagementProject Management & Vendor ManagementTeam Development & LeadershipAnalytical SkillsOperational Leadership & Strategic PlanningCustomer SatisfactionProject PlanningStakeholder CommunicationOperational ManagementTeam ManagementKPI MonitoringCustomer AcquisitionClient RetentionTrainingRevenue Management

About

Highly experienced executive leader with an extensive 25+ years of overall business operations & service delivery within highly competitive global markets. Lead large competitive teams through strategic planning, execution and complete operational management through service efficiency. Recognized for consistently delivering global projects, crowd service delivery in multiple data collection and LLM projects for AI/ML models, driving performance, and implementing continuous improvement strategies. Collaborative communicator continually focused on building relationships and promoting synergy across business lines to generate positive change and team cohesion for enhanced profitability. Have worked across various industries - BPO, Media, Retail - Food, Healthcare, Beauty & Wellness, IT SaaS. Certified Zumba Instructor and an Amateur Body Builder.

Experience

21 yrs

Total Experience

3 yrs 6 mos

Average Tenure

4 yrs 4 mos

Current Experience

Freelancer.com

2 roles

Enterprise Global Operations Manager

Promoted

Mar 2024 – Present · 2 yrs 1 mo

Proactively managing the relationship and communication with the enterprise clients to ensure a high level of satisfaction.
Coordinate and lead project meetings, ensuring all stakeholders are informed and engaged.
Develop and manage comprehensive project plans, on time and quality delivery of the project to meet client’s success criteria on SOP.
Facilitate collaboration and alignment across cross-functional teams to deliver projects on time, within scope, and budget.
Manage resources, timelines, and communication while ensuring compliance with quality standards. Handling critical client escalations and project management processes.
Work with senior leadership to prioritize projects based on business impact and resource availability.
Manage the execution of new & existing projects, ensuring adherence to established plans and timelines.
Communicate project status, updates, and risks to stakeholders and leadership in a clear and concise manner

Process Improvement & Change ManagementProject Management & Vendor ManagementTeam Development & LeadershipAnalytical SkillsOperational Leadership & Strategic PlanningCustomer Satisfaction+2

Country Head - Operations & Service Delivery

Nov 2021 – Feb 2024 · 2 yrs 3 mos

Leading and collaborating within high-performing teams, enabling them with solution-based trainings focusing on customer pain points and explain competitive advantages, driving follow up efforts tracking next steps and results. Ability to lead cross sell efforts with account managers on customer calls. Alignment of field/inside teams with partners counterparts in targeted fashion. Ongoing coaching and enablement of partners at PAN India level. Oversee partner rewards and recognition programs
Authorized Service Partner for HP for warranty services.
Deliver onsite support & service resolution to end customers for CPC, Premium & Notebook/Desktop.
Ensure all KPI’s are met as per SOW agreement.
Expansion to new cities & set up the complete end to end operations., ensure operational procedures and practices are well defined, documented and consistently applied.
Ensure the Team delivers on NPS, WO Closure TAT, FTF, TPR, Service Head Escalations, Aged WO Closures.
Working with HP for Billing purpose for defective/active part return - WIP
Validating correct Invoicing as per Partner Governance and acceptance of BFT/BPR Reports
Manpower budgeting of onsite FSE and the internal team
Effective forecasting & advanced planning for high volume period
Worked on integrated CRM, ADX, CDAX for easy & accessible MIS – Report Analysis
Team Management – 100 FSEs & 15 Operations & Technical Support

Process Improvement & Change ManagementProject Management & Vendor ManagementTeam Development & LeadershipAnalytical SkillsOperational Leadership & Strategic PlanningCustomer Satisfaction+2

Health total by anjali mukerjee

Regional Business Manager - South (Retail - Wellness)

Feb 2018 – Oct 2021 · 3 yrs 8 mos · Bangalore · On-site

• Responsible for Store Operations Management, Top Line, Client Relationship Management and Team Management across 12 Centers within the City
• MIS Analysis to understand Business Trends and thereby lead Top Line
• Co-ordinating & Collaborating with BD Team for the generation of New Leads & Customer Acquisition, Client Retention Strategies with Loyalty Programs.
• Recruitment, Training (Front Desk, Doctors & Nutritionists) along with Motivational Workshops.

Process Improvement & Change ManagementTeam Development & LeadershipAnalytical SkillsCustomer SatisfactionStore Operations ManagementClient Relationship Management

Kaya limited

Zonal Business Manager (Retail - Beauty)

Jul 2009 – Oct 2016 · 7 yrs 3 mos · New Delhi Area, India · On-site

Responsible for Top Line (Handling Annual Business Revenue surpassing INR 100 Cr.)
Operations and Team Management for Delhi, NCR, Jaipur, Lucknow and Punjab - 24 Centers
Handled Team size of 500 Plus dynamic professionals (Dermatologists, CM’s, ACM’s, CCE’s and BT’s)
Increased YoY Gross profit performance by 16% and EBITDA of 22% (2016)
Institutionalized best practices (CSAT) & consistently tracked 85% plus on Mystery Audit Scores
Focused on minimizing OPEX across all centers and monitoring clinic-wise cluster profitability
Instrumental in creating promotional offers to enhance revenue generation, customer penetration, HNI Retention
Optimization of manpower resulting in better productivity, enhancing servicing efficiency and resource utilization
Complaint Management, reviewing & analyzing service quality reports. Pursuing effective client servicing specially HNI clients and focusing on responsiveness (TAT) to exceed customer expectations
Ensuring both employee & customer’s health & adherence to safety measures as per compliance
SCM FPR, SBP (Forecasting, Budgeting & Execution) for the region
MIS - Business Mix, Client Mix, New & Existing Centers - P&L
Responsible for imparting Training – OJT and OTF, Talent Acquisition and Performance Appraisals

Process Improvement & Change ManagementProject Management & Vendor ManagementTeam Development & LeadershipAnalytical SkillsOperational Leadership & Strategic PlanningCustomer Satisfaction+2

Pescafresh

Senior Manager Operations and Customer Support - (Retail - Food)

Nov 2006 – Jun 2009 · 2 yrs 7 mos · Mumbai Area, India · On-site

Enhanced efficiency by driving the right products at the right time to optimize sales of all stores while maintaining store standards in all aspects; reviewed and effectively dealt with slow lines and end of ranges and implemented necessary action
Conceptualized and implemented Performance Management System
Ensured TAT, quality of both service & product
Client / Customer / Vendor Relationship Management for quick resolution of escalated complaints
Effectively managed team attrition; led and monitored employees ensuring effective training in their respective functions
Introduced process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance Pesca Fresh products and services and achieve distinctiveness in retail servicing
Involved in hiring and training, built strong & cohesive team
Ensured Zero defect deliveries through process adherence
MIS reporting (daily, weekly and monthly reports related to sales, stock and best sellers – slow, etc. of all stores) to capture trends and make process improvements
Successfully designed and implemented retail promotions, brand promotions & special events within approved budgets in coordination with the marketing team

Process Improvement & Change ManagementProject Management & Vendor ManagementTeam Development & LeadershipAnalytical SkillsCustomer SatisfactionOperations Management+1

Sony pictures networks india

Assistant Manager - Operations, Customer Support and Logistics - (Media)

Mar 2004 – Oct 2006 · 2 yrs 7 mos · Mumbai Area, India · On-site

Led an All-India team - Involved in distribution, activation & functioning of channels on the current bouquet – Sony, Max, Animal Planet, Discovery, HBO, AXN, MTV, Nick, Animax, Discovery Travel & Living, NDTV India, NDTV 24*7, NDTV Profit and Ten Sports at National level
Rendered service support to Distributors, Cable Operators, coordination between Regions, Head Office, Management and other Functional departments
Resolved complaints of the distributors and sales team and ensured first level resolution to the extent possible
Guided team members to continuously improve performance deliverables, identified training needs and interacted with the distributor’s regularly to build relationships and ensure client satisfaction

Customer Satisfaction