Manali Chakraborty

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
• Working on tickets on daily basis to ensure best customer service
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve efficiency and performance.

Administering and maintaining new joiner's records

Facilitating Inductions and other Leadership training sessions

Maintenance of L&D mailbox
Sending Welcome Emails

Updating 5‑day Induction Schedule Sheet
Sending out Induction completion mail weekly

Making sure everything is set for the Induction – logistically

Database tracking and maintenance

Making daily reports Conducting Leadership trainings

• Reached out to vendors to evaluate available curriculums and associated materials.
• Planned and monitored implementation of technology-based learning programs.
• Delivered top-quality training documentation, manuals and tools addressing needs of specific specialist groups.
• Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials.

Freelance Content Writer

• Creating Demand Report on weekly basis and creating new and backfill PMP for required open seats
• Perform Data Security & Privacy for project practitioners (Staffing, WML, ACL, SOD)
• Keeping track of all new joiners and people leaving the project and maintaining the following (Staffing, WML , ACL, SOD Perform Financial Tracking & Reporting
• Providing financial snapshots on monthly and quarterly basis
• Perform Billing via RBS
• Perform Utilization Tracking & Reporting
• Keeping a track of productivity hours for all the employees of the project and providing a report weekly basis of the productivity is below the target
• Perform On Boarding & Off Boarding of practitioners following client/IBM defined process
• Creation of new Account IDs/Work Items for the project
• creating new account id/work item for every project coming up, and activating the IDs in India Labor claim tool
• Perform End Date Management of resources
• Maintaining end date and out rotation date with proper reasoning in the Data Base
• Hands on knowledge in IBM tools like PPIM, EDM, Discovery, Project DB, SSP DB, RBA
• Handling another Ad Hoc task assigned to me

• Supporting the clients with the issues that they face with our Products
• Providing email support to client queries and issues
• Trouble shooting clients issues reported first ant own end and then sending resolutions
• Sending detailed information to Tech team if any issue does not get resolved at our end, identifying issues and which team it should go and accordingly send the same to the team
• Changing client configuration whenever any issue regarding configuration
• Calling the clients to support them while getting connected to their computers using glance and team viewer to take remote to client’s systems and check the issue at their end Using Microsoft SQL Server (database)
• Supporting the internal clients with queries
• Supporting the internal clients with setup process
• Handling escalations from different clients
• Maintaining relationship with the clients so that they have good customer experience
• Proactive tracking of issues and resolving them before the clients report us any issue
• Creation of various standard reports for different categories Technical and process training for new hired associates
• Maintaining a harmonious relationship with other teams for the smooth running of day to day process
• Have actively participated in cultural programs of the organization

• Creation of various standard reports for different categories Technical and process training for new hired associates
• Checking exam paper for new hired associates
• Making Power Point Presentation for Soft Skill Training
• Giving Soft Skill and Communication Training for new Hired associates as well as for the people who are already taking calls

Technical Support Associate

Credit Card Operation Executive