Travelling & Photography
Debasmita Poddar
Service Delivery Analyst
Pune
Summary
Innovative and experienced individual with expertise in various domain and industries. Skilled in handling Team, Mentoring new joiners and innovative solution development. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple tasks with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Service Delivery Analyst
Tata Motors Ltd Business Service Ltd
05.2021 - Current
- Started with individual contributor role- solely handling the projects. Later moved as a team player role-handling the projects along with the team.
- Making reports- Weekly, Biweekly, Monthly and Quarterly.
- Communicating on daily basis with the clients and supplier to understand their issues or loopholes and fix them as per client needs.
- Trained & mentored a new hire, fostering their professional growth and enhancing team productivity as a whole.
- Prepared comprehensive documentation outlining policies, procedures, and guidelines related to service delivery operations.
- Established strong working relationships with key stakeholders, facilitating effective communication channels for efficient problem resolution.
- Championed the adoption of new tools and technologies that streamlined service delivery operations.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and tools for improved service delivery.
- Increased customer satisfaction with timely and accurate reporting on service performance metrics.
- Reduced client complaints by proactively identifying and addressing areas of improvement in service delivery.
Executive
Whitehat Education Technology Pvt Ltd
10.2020 - 05.2021
- Resolving customer queries and helping them with proper information as [er process.
- Taking escalations calls and delivering the requirements as per SOP.
- Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
- Mentoring new agents, updating about the process and how to handle the outbound tickets or missed SLA tickets
Senior Compliance Associate
Amazon Development Centre
02.2019 - 06.2020
- The core responsibility was to check and verify all the products that go live on the Amazon website. To validate whether the products are safe for the customers to purchase.
- Performed quality checks based on hazardous identification and Deep Dive research by following the regulatory bodies (DOT, IATA, IMDG) protocol or guidelines.
- Approving goods by their eligibility and deciding whether a particular good or product is safe to store in a Fulfilment Centre.
- Collaborating with team-mates to work on projects to remove the loopholes on the process.
Senior Associate
Amazon Development Centre
10.2016 - 02.2019
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Boosted efficiency: Optimized processes, standardized procedures, and created SOPs Proactive issue resolution: Monitored escalations and ensured SLA adherence Nurtured continuous improvement: Conducted quality audits.
- Empowered team: Led 10 associates, providing guidance and development opportunities.
- Mastered Live Queue: Ensured Delivery Partner satisfaction with prompt and effective resolutions.
- Gemba-powered improvements: Championed initiatives and implemented solutions through process walks Cross-functional champion: Collaborated with Payments, RCR(Repeat Contact Reduction), and SLS(Service Level Standards) teams to streamline operations.
- Engagement enthusiast: Fostered a positive work environment through active participation.
Associate
Wipro
07.2014 - 01.2016
- Responsible for resolving customer escalations about the service they availed.
- Worked with the team to resolve billing & payment issues of existing customers.
- Later shifted to escalations team, in order to handled escalated call from the cx.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Collaborated cross-functionally to develop new products, leading to an expanded product portfolio for the company.
Education
PG. Diploma in Journalism & Mass Communication - Mass Communication
Bharati Vidya Bhavan's College
Kolkata 04.2001 -
Bachelor of Science - Mass Communication
ISBM
Kolkata 05.2008 - 08.2011
I.S.C -
The Central Modern School
Kolkata 04.2006 - 03.2008
I.C.S.E -
The Central Modern School
Kolkata 04.2001 - 03.2006
Skills
Green Belt Six Sigma
undefinedCertification
•Green Belt training certification in Lean Six Sigma from Benchmark 6ix Sigma. License: 20584934
Accomplishments
- Best Performer for the last quarter (2023)
- Leveraged Gemba walks across teams to drive process improvement, generating 67 actionable ideas of which 37% were implemented leading to 12% productivity increase.
- Maintained 98% SLA adherence, exceeding client expectations.
- Received multiple monthly R&Rs for best performance. ( 2021-2022).
- Received appreciation in Q1 for maintaining 100% Quality (2020 – 2020)
- Awarded with Star Performer in Q3 for maintaining highest productivity and quality (2018 – 2018)
- Received Best Customer Service Excellence Award (2017 – 2017)
- Received multiple appreciations for achieving 100% FTR (2015 – 2015)
Interests
Disclaimer
I, Debasmita Poddar hereby declare that the information given above is true to the best of my knowledge and belief and can be supported with reliable documents when needed.
Timeline
Service Delivery Analyst
Tata Motors Ltd Business Service Ltd
05.2021 - Current
Executive
Whitehat Education Technology Pvt Ltd
10.2020 - 05.2021
•Green Belt training certification in Lean Six Sigma from Benchmark 6ix Sigma. License: 20584934
07-2020
Senior Compliance Associate
Amazon Development Centre
02.2019 - 06.2020
Senior Associate
Amazon Development Centre
10.2016 - 02.2019
Associate
Wipro
07.2014 - 01.2016
Bachelor of Science - Mass Communication
ISBM
05.2008 - 08.2011
I.S.C -
The Central Modern School
04.2006 - 03.2008
PG. Diploma in Journalism & Mass Communication - Mass Communication
Bharati Vidya Bhavan's College
04.2001 -
I.C.S.E -
The Central Modern School
04.2001 - 03.2006
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