Swagato Bandyopadhyay

Open to

Bangalore · Kolkata · Dubai · Global (remote)

Work style

remote, onsite

Contact details — on requestProof of Work — on request

Experience

Workforce Scheduling & Support Coordinator

Grow Asia | Remote (EST) - Client company - Soloh partners · Jun 2024 – Jun 2026

Not yet confirmed

Workforce Management & Team Leadership: Led the scheduling team in daily shift allocation and capacity planning, hosting weekly capacity planning calls to optimize headcount across NYC healthcare agencies, hospitals, and OPWDD/disabled care facilities.
Customer Support, Success & Client Retention: Delivered end-to-end customer support and proactive customer success operations for US-based healthcare agencies, maintaining a 100% client satisfaction rate and driving account retention.
Healthcare Agency Partnerships & Account Management: Collaborated directly with healthcare account managers and agency leadership to address urgent staffing shortages, customize workforce solutions, and support long-term partnership growth.
Process Improvement & Attendance Control: Engineered and introduced an Unconfirmed Shift Tracker and Callout Tracking System to curb staff callouts, strictly enforce attendance policies, and drive immediate operational turnaround.
Healthcare Compliance & Credentials Verification: Managed end-to-end credentialing and document verification for new and existing candidates, ensuring strict adherence to OIG, OMIG, Justice Center, SOR, and NSA compliance standards.
HRIS, HRMS & ATS Operations (JobDiva): Utilized JobDiva, HRIS, and HRMS platforms to streamline cross-team communication, schedule adjustments, candidate tracking, and compliance management.
Multi-Channel HR & Staffing Support: Provided multi-channel HR, customer success, and general staffing support across inbound/outbound voice calls, email, and live chat process operations in the US market.
Specialized Sourcing & Training: Sourced and hired healthcare workers and caregivers with SCIP and CPR certifications; conducted onboarding sessions covering work ethics, client job descriptions, and compliance guidelines.
B2B Business Expansion & Proposal Writing: Authored custom business proposals and played a key role in client acquisition and B2B market expansion across the New York City region.
Payroll & HR Helpdesk Coordination: Acted as an HR Helpdesk point of contact to resolve employee queries, audit attendance data, and collaborate with payroll teams to guarantee accurate and timely payments.
Executive Assistant to Director & C-Suite Support: Served as EA to the Director, offering strategic workforce insights, managing executive calendars and high-volume inboxes, and overseeing cross-functional meeting logistics.

Conceirge Analyst

CPOS | Remote (EST) · Jan 2024 – Jun 2024

Not yet confirmed

Menu Building & Category Management: Designed, structured, and managed product categories and digital menus for newly onboarded US and Canadian businesses during POS device integration, performing real-time updates, troubleshooting, and menu optimizations.
Product Management Assistance: Collaborated on product management initiatives by tailoring menu configurations, pricing structures, and item variations to match specific merchant operational needs across retail, dispensary, and food-service sectors.
POS Hardware & SaaS Technical Support: Provided multi-channel technical support (inbound/outbound calls, chat, email) across the US and Canada, troubleshooting POS hardware and software issues via dedicated SaaS platforms to ensure smooth merchant operations.
Key Account Management & POS Collaboration: Managed key client relationships and maintained operational alignment with major POS hardware partners, payment processors, and platforms including Clover, DoorDash, Elavon, Fiserv, Talech, and Gift-Easy.
Payment Gateway & Crypto Issue Resolution: Resolved complex payment gateway integration failures, digital currency/cryptocurrency payment issues, and digital wallet transactions (e.g., MetaMask, NiceHash) while upholding Anti-Money Laundering (AML) and PCI DSS compliance standards.
End-to-End Client Onboarding & MID Setup: Led the complete onboarding lifecycle for new business clients across Canada and the US-including retail, pharmacies, dispensaries, and cannabis businesses-managing Merchant ID (MID) data entry, system setup, and digital configuration.
ITS Service Management & Freshdesk Operations: Managed high-volume ticket operations on Freshdesk, maintaining strict SLA adherence, tracking issue resolution timelines, and driving proactive customer retention.
Operations Manager Support & EA Duties: Assisted the Operations Manager with high-volume inbox filtering, schedule management, proposal writing, and organizing webinars/meetings for new POS device rollouts and product launches.

Service & Marketing Executive

Coffee Day Global | Bangalore, India · Aug 2023 – Dec 2023

Not yet confirmed

Team Leadership & Workforce Management: Led and managed a remote/field team of 28 technicians and 1 regional supervisor across 3 geographic zones, overseeing daily dispatch, attendance compliance, shift scheduling, and performance evaluations.
Enterprise Key Account Management: Managed high-value corporate accounts, including Reliance Industries (Jio), Vodafone Idea, Bharti Airtel, Reserve Bank of India, HSBC, IndusInd Bank, Yes Bank, PwC, Oracle, TATA Steel, and ISWP, ensuring 100% SLA compliance and client retention.
Field Operations & Asset Fleet Management: Oversee after-sales technical support and maintenance operations for a regional fleet of 1,500+ commercial vending machines, conducting on-site field audits to elevate customer satisfaction and service delivery.
Preventive & Breakdown Technical Maintenance: Coordinated routine preventive maintenance schedules and rapid-response breakdown troubleshooting for complex electronic/mechanical beverage systems, minimizing equipment downtime.
Distributor & Vendor Management: Managed relationships with 4 key regional distributors, overseeing order management, spare parts inventory, and supply chain logistics to maintain seamless operational continuity.
Technical Onboarding & Staff Training: Sourced, onboarded, and trained technical field staff on troubleshooting protocols, customer relationship management (CRM) best practices, and work ethics to foster customer success.
Data Analysis & MIS Reporting: Utilized Salesforce and Microsoft Excel to track service performance metrics, synthesize daily MIS reports, monitor inventory levels, and generate actionable business insights for senior management.
Territory Expansion & B2B Sales Support: Executed B2B sales outreach, cold calling, and virtual support initiatives to drive regional market expansion and penetrate new enterprise sectors.
Logistics Tracking, Escalations & Supply Chain: Coordinated backend supply chain workflows, tracked equipment logistics, and managed escalation protocols to ensure seamless POS hardware installation and delivery.
B2B Prospecting & Business Expansion: Executed outbound cold calling, email outreach, and digital prospecting strategies to acquire new business clients and expand regional market coverage.
MIS Reporting & Knowledge Base Maintenance: Created daily MIS reports and executive dashboards in Microsoft Excel, while continuously updating internal knowledge base documentation for newly launched devices and software fixes.

Market Research Analyst

Infiniti Research | Bangalore, India · Jan 2023 – Aug 2023

Not yet confirmed

Quality Control & Report Review: Conducted end-to-end quality control (QC) and editorial verification of bespoke market research reports to ensure 100% data accuracy, structural consistency, and alignment with client-specific requirements.
Market Segmentation & Analytics: Performed targeted market segmentation, competitor profiling, and baseline data analysis across high-value sectors, including Healthcare, Oil & Gas / Energy, and SaaS Solutions.
Vendor & Supply Analysis: Managed vendor analysis and third-party research supplier evaluations to optimize data collection and primary research inputs.
Dashboarding & Workflow Automation: Built, rendered, and maintained internal dashboards using Aura v2 and Microsoft Power Apps, streamlining project tracking, reporting workflows, and data visualization.
Client-Centric Reporting: Delivered custom client-based intelligence reports using Microsoft Excel and Word, rendering complex datasets into actionable business insights for C-suite decision-making.
B2B Lead Generation & Sales Prospecting: Drove inside sales, B2B prospecting, cold calling, and inbound/outbound lead generation campaigns to support pipeline growth in niche target markets.
Digital Marketing & Brand Presence: Supported digital marketing strategies, Pay-Per-Click (PPC) campaigns, social media marketing, SEO, and Google My Business profile optimization to improve online visibility and organic search growth.
Administrative & Voice Operations: Handled cross-functional administrative tasks and client communication via structured voice processes to maintain smooth project delivery and operational continuity.

Skills 0 proven through work

Also works with

Field Service ManagementEmbedded Systems SupportVending Machine SupportPOS Device ConfigurationCustomer Offboarding ManagementSense Platform UsageGemini Automation UsageCandidate NegotiationDives UsageShift Board UsageStakeholder ManagementWork Planning and PrioritizationMentoring and Peer CoachingTeam LeadershipGoogle Ads Campaign ExecutionMeta Ads Campaign ExecutionMarketing ManagementOperations Data TrackingAttendance AnalysisUser FeedbackUser Experience ImprovementVendor CoordinationProduct Catalogue Feature DevelopmentPayment Gateway IntegrationCustomer Issue ResolutionTeamworkLead GenerationB2B MarketingB2B SalesMulti-Channel OutreachDigital Marketing StrategyClient OnboardingProject TrackingMenu CurationKnowledge Base Design & ManagementTechnical TroubleshootingCustomer ServiceProblem SolvingFront Desk OperationsWorkflow Automation (Spreadsheet-Based)Google Docs UsageMicrosoft ExcelCreative BrainstormingPeople ManagementHiringInterview Coordination with Hiring ManagersCandidate InterviewingInitial Candidate Phone ScreeningOffer Letter ProcessingBoolean Recruiting SearchKeyword AnalysisMonster UsageLinkedIn Recruiter UsageCandidate ScreeningDocument VerificationCompliance ManagementCRM ManagementDisciplinary Action ManagementEmployee Offboarding FacilitationAPI IntegrationGoogle Workspace UsageTime and Attendance ManagementData EntrySystem EnhancementProcess ImprovementProposal WritingMeeting SchedulingWorkforce PlanningPartnership DevelopmentAccount ManagementStaff SchedulingOutbound Sales CallingTelephone CommunicationEmail Correspondence ManagementCustomer Retention and Churn PreventionSaaS Customer SuccessHR Operations AdministrationClerical Operations

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Education

Bachelor of Technology (B.Tech), Electronics & Telecommunication Engineering

Kalinga Institute of Industrial Technology (KIIT), Bhubaneswar · 2019 — 2023

Higher Secondary (12th Standard), Computer Science

Bidhan Chandra Institution, Durgapur (WBCHSE) · 2018 — 2019

10th Standard, All Subjects

Hem Sheela Model School, Durgapur (CBSE) · 2016 — 2017

Links

linkedin.com/in/swagato-

Contact details

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