Diya Ganguly
Senior Associate
Kolkata
Summary
Sr. Process Associate with a demonstrated history of working in ITES involving HR operations, Customer Services, and exposure to Psychological Counselling.
Overview
6
6
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Process Associate
Orcapod
- Attending calls of the customers (US) and guiding them to solve their queries
- Helping the customers to solve any difficulties faced while buying books (payment issues, information about the items)
- Solving tickets (e-mails which customers sends to us) through Zendesk
- Contacting store managers of Virtual stores in case of any issues with the orders
- Help in navigating the customers to access the materials on their shelf.
Sr. Associate
Capgemini India
10.2021 - Current
- Solving HR cases of the employees of US and Canada, maintaining the SLA
- Effectively manage the entire employee lifecycle, ensuring a smooth onboarding and offboarding process
- Oversee recruitment, orientation, and exit procedures
- Facilitate employee transfers and promotions
- Efficiently handle leave requests
- Coordinate and manage the separation process
- Attending daily calls with clients regarding Business updates
- Oversee the mobilization process, ensuring employees are equipped and prepared for new assignments
- Working on tools like Service Now, Oracle (GBS), People Link
- Working on the escalation tracker
- Maintaining weekly Finale report for the employees and sending it to the Client
- Maintaining the Learning log for the team and sharing updates with the team members
- Escalating complex issues and collaborating with different teams to resolve the issue.
CS Associate
Amazon India
08.2020 - 02.2021
DRTB Counsellor
District Health & Family Welfare (South 24 Pgs.), Govt. of West Bengal
03.2018 - 01.2020
- Counselling of all patients and their family members
- During Counselling if any abnormalities found it is being escalated to the respective stakeholders (Doctors)
- Providing all kind of information regarding the treatment, follow up schedule, precautions to be taken, informing about the adverse reactions of the drugs, etc
- Facilitate the process of transferring aids provided by govt
- To patients
- Update treatment card of the patients.
Education
Master of Psychology - Clinical Psychology
Banaras Hindu University
Bachelor of Arts - Psychology (Hons.)
Bethune College, University of Calcutta
Higher Secondary - undefined
St. Johns Diocesan Girls High School
Madhyamik (Secondary) - undefined
St. Johns Diocesan Girls High School
Skills
Time Management
Patience
Proactivity
Active Listening
Team Work
Certification
Customer Service Fundamentals
Timeline
Sr. Associate
Capgemini India
10.2021 - Current
CS Associate
Amazon India
08.2020 - 02.2021
DRTB Counsellor
District Health & Family Welfare (South 24 Pgs.), Govt. of West Bengal
03.2018 - 01.2020
Process Associate
Orcapod
Master of Psychology - Clinical Psychology
Banaras Hindu University
Bachelor of Arts - Psychology (Hons.)
Bethune College, University of Calcutta
Higher Secondary - undefined
St. Johns Diocesan Girls High School
Madhyamik (Secondary) - undefined
St. Johns Diocesan Girls High School
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