Mitun Ghosh

Operations Associate

Bengaluru, Karnataka, India17 yrs 4 mos experience

Key Highlights

Expert in Operational Excellence and People Management
Proven track record in mentoring and coaching
Strong emotional intelligence in leadership roles

Stackforce AI infers this person is a seasoned leader in SaaS and operational management.

Contact

Skills

Core Skills

People ManagementOperational ExcellenceCustomer Relationship Management

Other Skills

Emotional IntelligenceService-Level Agreements (SLA)Key Performance IndicatorsBusiness ReviewsOperations ManagementBar RaiserHiringLeadershipPeople DevelopmentAnti-Money LaunderingBankingCoachingCreative solutioningLeadership and Management in offshore business environment

About

I like to take pride in what I deliver, therefore setting the highest standards for my work. I believe in learning and growing. I love challenges, professional situations that make me think, "now how do I resolve that and ensure it never raises its head again?" My objective is to be working in an organization and role that taps my entire potential and helps me to evolve as a professional, thereby ensuring that I contribute to my best ability while sharpening my faculties. Coaching and creative solutioning are two of the many skills which I've invested and grown in. As a people manager, while mentoring is a part of the regular job, I like to take on formalized mentorship programs, too. They have proven to be extremely effective for my career and personal growth. Specialties: Operational Excellence, Creative solutioning, Coaching / Mentoring, Leadership and Management in offshore business environment

Experience

17 yrs 4 mos

Total Experience

1 yr 11 mos

Average Tenure

Current Experience

Atlassian

2 roles

Manager - Developer & Marketplace Support

Sep 2023 – Mar 2025 · 1 yr 6 mos · Bengaluru, Karnataka, India

Emotional IntelligencePeople Management

Support Manager - Cloud Growth

Oct 2022 – Sep 2023 · 11 mos · Bengaluru, Karnataka, India

Service-Level Agreements (SLA)Key Performance IndicatorsEmotional IntelligenceBusiness ReviewsOperational Excellence

Twilio

Manager, Technical Support

May 2021 – Sep 2022 · 1 yr 4 mos · Bengaluru, Karnataka, India

Operations ManagementBar RaiserOperational ExcellenceHiringService-Level Agreements (SLA)Leadership+4

Manager Sales Solutions Support

Apr 2019 – Jan 2021 · 1 yr 9 mos · Bengaluru, Karnataka, India

Service-Level Agreements (SLA)People DevelopmentKey Performance IndicatorsPeople Management

Jp morgan chase & co.

Team Manager

Jan 2016 – Mar 2019 · 3 yrs 2 mos · Bangalore

People management

Anti-Money LaunderingService-Level Agreements (SLA)People DevelopmentKey Performance IndicatorsBankingPeople Management

Agiledge

Engagement Manager

Mar 2015 – Jun 2015 · 3 mos · Bengaluru Area, India

1. Customer visits, query management – interacting with the support and development team. Single Point of Contact with the customer
2. Understanding service requests and new development requirements from the customers
3. Managing the inbound marketing effort – write blogs, communication to customers, working with our inbound marketing team
4. Analysis of data as required, putting in place processes and systems for customer operations. Recommendation for improvement
5. Managing Service Provider for Inbound Marketing
6. Testing of the product and providing feedback to the development team

Wordplay content

Freelancer

Apr 2011 – Mar 2013 · 1 yr 11 mos · Bengaluru Area, India

> Writing blog articles on topics ranging from lifestyle, holidays, locations to book descriptions for an online e-commerce portal
> SEO optimization
> Ensuring superior quality of submitted articles
> Self-editing according to guidelines laid down
> Ensuring zero plagiarism
> Meeting stringent deadlines

Hsbc

Manager Operations

Sep 2002 – Mar 2007 · 4 yrs 6 mos

Career Path
Manager Operations – Voice Authorization Center (March’ 05 – March ‘07)
Manager Quality Assurance – Global Service Center, Vizag (March ‘04 – March ‘05)
Quality Assurance Officer - Customer Telephony Services (August 03 – February 04)
Assistant Manager Operations – Customer Telephony Services (September ‘02 – August 03)
Last role (Manager Operations) - Managed a team responsible for credit card authorization process
Job Responsibility:
SLA management
Performance management
Handling complaints and escalated calls
Process audit and compliance
Training

Anti-Money LaunderingService-Level Agreements (SLA)People DevelopmentKey Performance IndicatorsBankingPeople Management

Wipro spectramind

Team Leader

Aug 2001 – Sep 2002 · 1 yr 1 mo

Team leader for a technical help desk process catering to Dell Computers' customers
Job Responsibility:
Meet/exceed all key performance metrics
Customer issues resolution
Client interaction
People management

Service-Level Agreements (SLA)Key Performance IndicatorsPeople Management