Besil Poulose

Job Roles and Responsibilities

Senior Process Associate (06/2019 – 12/2019):
• Prepared tax certificates for U.S. properties to support mortgage loan lending.
• Worked on tax processes across all U.S. states, ensuring accuracy and compliance.

Team Lead (01/2020 – 05/2022):
• Assigned and prioritized orders to the team, ensuring smooth workflow and timely delivery.
• Monitored and managed pending and open orders, addressing the oldest cases first.
• Trained team members on new scenarios, process updates, and provided ongoing support.
• Managed 4 different tax-related processes, overseeing 4 separate teams.
• Developed and maintained training manuals and conducted training sessions.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Team Manager (06/2022 – Present):
• Analyzed workflow queues and aligned team members to specific tasks based on capacity and workload.
• Managed resource allocation across processes to account for shrinkages or increased volumes.
• Recruited new team members during peak workload periods.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Communicated with clients via email and video conferences to resolve queries and provide clarifications.
• Generated daily production and attendance reports, ensuring operational transparency.
• Compared cost reports provided by clients with internal production reports for accuracy.
• Utilized advanced Excel skills to streamline report generation and data analysis.

• Created interactive reports and dashboards in Power BI using Excel data for better visualization and decision-making.

• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

• Performing advanced data analysis & data interpretation along with process improvements, finding queries & consolidates results
• Building effective relationship with clients, ensuring projects deliverables created to specification & processed on time
• Implemented a process improvements idea which has resulted in time saving
• To recognize the area that requires training workshops based on the inferences
• Resolved queries raised by the team members and escalating unresolved ones to the Team lead
• Trained new joiners on US taxation process