Kausani Ghosh
Operations Associate
Bengaluru
Summary
Dependable and detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes and providing exemplary customer service. Possesses excellent organizational, problem-solving, and communication skills. Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Operations Associate
Happay
Bengaluru
11.2021 - Current
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Communicated with internal personnel to provide status updates for resolution of issues.
- Collaborated with other departments to establish smooth implementation of operational processes and procedures.
- Built relationships with external stakeholders to establish seamless operations.
- Developed and implemented strategies to maximize productivity and streamline operations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity. Along with that have worked on project management software like JIRA in order to streamline process providing resolution to customers' concerns.
- Have worked on Postman to update datas for users in order to resolve various issues faced by them either in their expense submission or managing master data.
- Maintained SLAs to provide best class team of executives for customer support.
- Have worked efficiently using MS Excel to maintain data and update for clients as well.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Senior Operations Executive
Happay
Bengaluru
11.2018 - 11.2021
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Tended to urgent correspondence to facilitate communication or resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Operations Executive
Happay
Bengaluru
12.2017 - 11.2018
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Improved employee satisfaction rating by realigning and enforcing policies.
- Conducted surveys to determine customer opinion of products and services.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries over calls, e-mails and chat.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
Bachelor of Technology - Civil Engineering
SRM University
Chennai, Tamil Nadu 06.2013 - 05.2017
Skills
Team Building
Time Management
Learning Ability
Client Service
Technical Support
Staff education and training
Complaint resolution
Account management
Daily workflow improvement
Teamwork and Collaboration
Excellent Communication
Multitasking Abilities
Attention to Detail
Performance improvement
Key performance indicators
Knowledgeable in Product
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Operations Associate
Happay
11.2021 - Current
Senior Operations Executive
Happay
11.2018 - 11.2021
Operations Executive
Happay
12.2017 - 11.2018
Bachelor of Technology - Civil Engineering
SRM University
06.2013 - 05.2017