Manisha Bomzan Ghosh

• Currently work with 50 FTEs across 2 locations (Noida and Pune). Establish open and professional relationships with team members to achieve quick resolutions for various issues
• Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills
• Review performance data to monitor and measure productivity, goal progress and activity levels. Monitor employee productivity and optimize procedures to reduce costs
• Evaluate employees' strengths and assign tasks based upon experience and training. Monitor cross-trained existing employees to maximize team agility and performance
• Reduce process bottlenecks by training and coaching employees on practices, procedures and performance strategies
• Eliminate discrepancies in progress by reviewing performance, spend and timeline
• Lead multiple locations for employee engagement activities
• Interview and hire strong candidates as per job requirement

Client: Google AdWords (Digital Marketing)

• Worked with 23 analysts assisted clients with ad optimization, keyword suggestion, assisted with new account creation and account re-structuring for 5 unique verticals which had no resemblance with other processes (digital marketing client: Google). Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
• Maintained process quality at 99.98%
• Applied performance data to evaluate and improve operations target to current business conditions and forecast needs
• Evaluated current operational strategies and recommend improvements
• Handled weekly/ monthly business reviews with executive leaders/ client

Promoted to Assistant Manager CRM Operations Concentrix Daksh India Pvt Ltd (Former IBM GPS) July 2015

Client: Google AdWords (Ad Review)

• Worked with 22 associates and proved successful working within tight deadlines and fast-paced atmosphere
• Conducted performance discussions monthly, yearly with the team members. Monitored daily shrinkage, monthly or yearly attrition (if any)
• Managed SLA consistently for the process above 97%
• Participated in weekly, monthly business reviews with executive leaders/ client
• Identified issues, analyzed information and provided solutions to problems
• Used coordination and planning skills to achieve results according to schedule
• Awarded for retaining talent, best team performance

Promoted to Lead Quality Analyst Concentrix Daksh India Pvt Ltd (Former IBM GPS) Sep 2013 to Jul 2015

Client: Amazon

• Evaluated interactions between associates (call/ chat/ e-mail) and customers to assess personnel performance
• Performed internal audits to maintain operating procedure and regulatory standards compliance
• Updated training database to help resolve common issues
• Coached and motivated the team members to develop competencies
• Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications
• Recognized for being able to help the team deliver 98% CSAT in 2 consecutive quarters

Joined IBM GPS as Sr Technical Service Executive Aug 2011 to Sep 2013

• Received inbound calls from employees across the globe (State Street Corporations) with regards to technical issues (Pilot Process) and worked on Remedy Tools in Citrix environment

• Educated US corporate card customers about billing, payment processing and support policies and procedures

• Answered constant flow of customer calls with minimal wait times (UK clients: National Rail Enquiries). Provided information regarding train times, loyalty programs
• Awarded best associate for being able to maintain 97.56% CSAT throughout the year