Pallabi Banerjee

Project Management Office (PMO) Professional with 7+ years of experience in project coordination, service delivery, stakeholder management, governance, reporting, and operational excellence. Proven expertise in project tracking, KPI reporting, risk management, SLA governance, cross-functional coordination, and executive reporting.

Service Request Manager - British Telecom (BT)

(2018-05 - 2025-06)

• Coordinated end-to-end delivery of customer projects and service requests.
• Managed stakeholder communications across clients, project managers, and delivery teams.
• Maintained project trackers, dashboards, risk logs, and status reports.
• Conducted governance calls and tracked action items and dependencies.
• Monitored SLA and KPI performance and implemented mitigation plans.
• Prepared weekly/monthly MIS reports and executive summaries.
• Facilitated project documentation and meeting minutes (MOM).
• Supported resource planning and operational governance activities.
• Led onboarding and training initiatives for new team members.
• Managed billing approvals, inventory controls, and commercial governance processes.

Customer Care Executive - Wipro Ltd. (BT Process)

(2016-04 - 2017-02)

• Delivered customer support for BT clients.
• Coordinated with technical and service fulfillment teams.
• Maintained service documentation and process records.

Bachelor of Science - Food and Nutrition - University of Burdwan (2013)