Open to opportunities

Saumyadipta Mukhopadhyay

@saumyadiptamukhopadh

Message

Service Request Coordinator focused on SLA-driven delivery, stakeholder management, and high-volume request execution.

India

Message

What I'm looking for

I’m looking for a service delivery role where I can coordinate end-to-end requests, consistently meet SLAs, and strengthen stakeholder relationships—using tools like Pega and strong risk and process management to improve customer satisfaction.

I’m a results-driven Service Request Coordinator with proven experience managing multiple service contracts, projects, and client requests at BT Group, while keeping delivery seamless across diverse portfolios.

I oversee the full service request lifecycle—from initiation to closure—ensuring compliance with contractual obligations and organizational standards. I’m known for meeting and exceeding SLAs, balancing high-volume workloads with precision, and reducing risk through proactive issue resolution.

I serve as a central point of contact for clients and internal teams, driving clear communication and effective stakeholder management. I monitor progress, identify risks, and implement corrective actions, while maintaining accurate documentation, reports, and dashboards to track performance and outcomes.

Before this role, I progressed from Customer Service Associate to Quality Analyst (Teleperformance India), where I monitored and coached support teams, analyzed trends, and handled escalated technical queries. Earlier, as an Operations Executive and RF Engineer, I supported backend operations and performed field troubleshooting and network performance tuning—skills that continue to strengthen my technical support and process-improvement mindset.

Experience

Work history, roles, and key accomplishments

Current

Service Request Coordinator

Current

BT Group

May 2022 - Present (4 years 2 months)

Coordinated and managed multiple service contracts, projects, and client requests, overseeing the end-to-end service request lifecycle from initiation to closure. Ensured SLA-compliant service delivery, managed risks, and maintained documentation and dashboards to track performance.

Service Delivery SLA Management Contract Management Stakeholder Engagement Client Relationship Management Risk Management Documentation And Reporting PEGA MySD SQE Tool Data Center of Excellence Technical Support

Quality Analyst

Teleperformance India

Feb 2020 - May 2022 (2 years 3 months)

Monitored and coached support teams to improve response quality and customer satisfaction. Analyzed support trends, resolved escalated technical queries, and provided actionable insights to product and operations teams.

Quality Assurance Coaching Customer Support Quality Customer Satisfaction Trend Analysis Escalation Management Product Operations

Operations Executive

Sunknowledge Services Pvt. Ltd.

Sep 2018 - May 2019 (8 months)

Supported backend operations and ensured compliance in service delivery. Identified inefficiencies and recommended process improvements using data analysis.

Backend Operations Compliance Process Improvement Data Analysis

RF Engineer

Mobile Comm India Pvt. Ltd.

Feb 2016 - May 2018 (2 years 3 months)

Installed and optimized RF systems, diagnosing and resolving technical issues in the field. Performed hardware troubleshooting and supported network performance tuning.

RF Troubleshooting hardware troubleshooting Technical Support

Customer Service Associate

BT Group

Provided customer support across billing processes via chat and back-office channels while achieving high customer satisfaction performance. Cross-skilled across multiple back-office processes and supported onshore colleagues for Employee Options orders and plans.