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Community > Bijuraj Sarangi
Bijuraj Sarangi

Bijuraj Sarangi

Business Consultant

Accenture

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Plans For The Future:
I see myself as an Individual who is leading the customer service or the entire CRM (marketing, sales and service) operations for an organization.
Role Model:
My Father is my role model.

I have learnt one key lesson from him and that is "Stop never".
Professional Strengths:
 Process re-engineering/modeling/CAM/Maturity Assessment
 Service excellence and continuous improvement
 Voice and unified communication
 Contact center operation/process migration/transition
 Multi-channel Contact center operations and transformation
 Contact/command center operating model development
 Self-service channel planning, design and blueprinting
 Lean Six Sigma process efficiency implementation and value realization
 Quality deployment and KPIs & metrics
 Business/Customer service analytics
 Project Management – delivery management, risk analysis/business continuity planning
 Vendor assessment and selection
Career Profile:
6 yrs. of professional work experience in customer experience design across contact centers from both external (customer) and internal (organization) perspectives. My industries of expertise are in the Banking and Finance (especially Credit Card Business and consumer loans), Utilities (Oil & Gas and Electricity), Transportation (Railways and Aviation) and Telecommunication sectors.

My current role is Customer Experience Business Consultant with Accenture Management Consulting. My experience has been in the areas of:

 Process re-engineering/modeling/CAM/Maturity Assessment
 Service excellence and continuous improvement
 Customer service operation/process migration/transition
 Contact/command center operating model development
 Self-service channel planning, design and blueprinting
 Lean Six Sigma process efficiency implementation and value realization
 Quality deployment and KPIs & metrics
 Business/Customer service analytics
 Vendor assessment and selection
Working Life Management:
I believe in not taking too much of load and jeopardizing my personal life. Thus I employe a well calculated time management strategy to my work and have been able to maintain work life balance. Key to my management is prioritization of work.
Growth Strategy:
I am keen to learn and I keep on experimenting. I dont believe in stopping and hence what I do to keep myself going is, setting short term goals. Goals those can be achieved in few months or atmost in a year and put all my efforts to achieve it.
Prized Accomplishment(s):
I was a science graduate and still ended in management consulting and have been able to make an impression. Many people around me believed that being a normal science graduate with no management or technical background I wouldn't be able to survive the competitive environment that we witness in the IT/Consulting space. But I was able to defy all these notions and here I am standing tall and still aiming at something much bigger.
Advice For New Professionals:
Only two

1. No one decides our growth, its only us. If you want to, their ain't nothing that can stop you

2. Give your best to what you do irrespective of your likeness to the work. Because hardwork today would for sure return something positive tomorrow
Required Reading:
Well, I would say, be aware of your surrounding, may it economics, politics, society, technology anything. Having knowledge of the surrounding keeps you one step ahead of others.
Involvement in the Industry
I have written couple of whitepapers in the area of customer service and project management.

Apart from that I have done significant work in implementing six sigma methodologies and have provided millions of savings to my clients.

other achievements as noted below..
 Certified PMP
 Six Sigma Green belt certified for Quality from Tata Consultancy Services.
 Communication Industry Generalist Certification from Accenture Services Pvt. Ltd.
 Certification in Banking and Finance from Tata Consultancy Services
 White paper published on “Contact center KPIs for organization units” for Accenture Management Consulting
 Achieved all time high Customer Satisfaction Index of 98% and received best team award from Client
 Secured an all time high Net Promoter Score of 9.5 from UK based major banking client
 Received Pinnacle Award for Above and beyond project contribution and best people developer from Accenture Management Consulting
The Journey So Far:
I started my career as an Assistant Systems Engineer with Tata Consultancy Services back in Nov 16, 2007. Worked in the capacity of a project leader for the later two years before joining Accenture Management Consulting.

Got an offer to join Accenture's management consulting practice for their Customer Service domain. Joined Accenture in Dec 16, 2010 and since then have been working as a business consultant. I have got engaged with multiple clients across almost all the industry groups and delivered consulting services for customer management, customer service and experience, contact center operations, customer analytics and many other areas.
Changes In The Professional Environment:
Don't see much of a change in the environment. Though I see a change in my professional attributes.
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