Sutapa Paul

About Sutapa Paul

Versatile professional specializing in Digital Transformation Model including designing, planning, and implementing key business process improvements to enable organizations to pursue new operation models and revenue streams. Responsible for identifying, cultivating, and leading chartered targeted improvements, which deliver business impact with measurable outcomes while coaching and guiding business partners to foster a culture of continuous improvement by promoting open exchange of information and ideas. Recognized with Six Sigma Black Belt certification from American Society of Quality (ASQ), strong academic background, and extensive 360 recognition for overall performance excellence.Specialties: Digital Transformation Management, Project Management, Product Management, Data Privacy including GDPR and CCPA, Process Improvement including DevSecOps pipeline architecture, Quality Assurance, Vendor Risk Assessment, Risk Analysis and Mitigation, GXP Compliance, Agile, Hybrid, Waterfall, Iterative MethodologiesToolSet :MS Office, JIRA, Confluence, QTest, DevOps Tool chain set, HP ALM, Smartsheet, ASQ Quality Toolset, Adobe Experience Suite, Miro, Browserstack, Google Analytics

Experience

1. Director of Operations

   Capital One

   Nov 2025 — Present

   Leadership and management: Lead and manage all aspects of call center operations, including workforce management (staffing, scheduling, intraday) and performance management.• Strategic planning and Technology adoption: Develop and implement a strategic vision for the contact center, often focusing on modernizing technology, improving efficiency, and enhancing the customer experience.• Process optimization: Continuously improve processes to enhance customer service delivery and operational efficiency, identifying and eliminating friction points in the customer journey.• Performance analysis: Use analytics to monitor and analyze KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to identify trends and areas for improvement.• Collaboration: Work with other departments like customer experience, HR,Finance and Business Technology to align contact center goals with overall business objectives.• Compliance and State regulations: Ensure the contact center adheres to State regulations, data privacy regulations and other industry standards.

Education

• KIIT Deemed University

  Bachelors; B Tech, Technology; Information Technology

  2002 — 2006

• Purdue University Daniels School of Business

  MBA, Operations and Strategy

  2011 — 2013

Skills

• Requirements Analysis
• Web Applications
• Pl/Sql
• .net
• Management
• Software Development Life Cycle (Sdlc)
• Business Requirements
• Banking
• Team Management
• Business Analysis
• Strategy
• Effort Estimation
• Project Management
• IT Strategy
• Data Analysis
• Analysis
• Sdlc
• Sql Server
• Process Improvement
• Consulting
• Analytical Skills
• Leadership
• Business Strategy
• Computer Science
• Management Consulting
• Team Leadership
• Banking Domain
• Leading Cross Functional Teams
• Microsoft Sql Server
• Cross-Functional Team Leadership
• Dependable Team Player
• Business Process Improvement
• Microsoft Crm