Vidyut Roy

About Vidyut Roy

12+ years of work experience in Gaming, Market Research and Ecommerce industries with specialization in French/ European Language market places. Experienced Leader in Customer Service Management, Service Delivery Management, Market Research Project Management and Operational Management (Team Management, Interdepartmental Management and Stakeholder Management, Process Improvement – complaints and conflict management, Fraud Risk mitigation)

Experience

1. Global Helpdesk Operations Manager

   Sago

   Nov 2023 — Present

   Responsible for developing and implementing strategies to enhance operational efficiency, streamlining processes and drive continuous improvement across Helpdesk departments/organization globally through Leadership roleStrategic Planning – developing and implementing comprehensive organization’s excellence strategies aligned with company’s overall goals and objectivesCollaborating with key stakeholders to identify opportunities for process optimization and operational improvementsProcess Optimization – conducting thorough process analyses to identify bottlenecks, inefficiencies and areas for improvement. Designing and implementing optimized processes to enhance productivity and quality, reduce costs, improve operational effectiveness and enforce quality control measures to enhance quality of Helpdesk servicesLegal and Better Business Bureau liaison ensuring effective and timely resolution and de escalation Performance Metrics Management – establishing key performance indicators to measure and track operational performance and monitoring/analyzing KPI data to identify trends, make recommendations for improvement and drive data driven decision makingChange Management- leading and supporting change management initiatives and fostering a culture of continuous improvement and global operational excellenceCross Functional Collaboration to enhance alignment of Helpdesk operations with overall business objectivesHiring, Training & Development – hiring, developing and delivering training programs to enhance skills and capabilities of operational teams globally in order to promote a culture of continuous learning and improvement

Education

• IHM Pusa

  Diploma; th, Hotel Management and Catering Technology

  1999 — 2002

Skills

• English
• Business Development
• Training
• Spanish
• Customer Service
• Teamwork
• Team Management
• Event Management
• Market Research
• Research
• French
• Team Building
• Management
• Translation
• Marketing Communications
• Project Management