Pallabi Thayal
Kolkata
Summary
SAP FICO Certified | B.Com (Financial Accounting) | 7+ years operations experience | Transitioning to R2R | Knowledge of GL, AP, AR, Journal Entries, Reconciliation & Month-End Closing | Seeking R2R/GL role
Overview
9
9
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work History
Senior Operations Representative
Concentrix Daksh Services India Pvt. Ltd
Kolkata
09.2024 - Current
- Delivered chat-based customer support to UK clients, ensuring SLA adherence and satisfaction.
- Assisted customers with inquiries and product information, enhancing overall service quality.
- Managed partner brand operations by optimizing workflows to maintain high service standards.
- Identified operational gaps and proactively resolved issues to minimize disruptions.
- Conducted chat reading, live chat barge-in sessions, and BQ training for agent certification.
- Coached agents through structured feedback sessions and evaluations to ensure readiness.
- Monitored quality scores, CSAT, and AHT, driving initiatives for continuous improvement.
- Documented all training activities, including attendance records and feedback forms.
Operations Executive (Band 5C)
Startek Aegis Customer Support Services Pvt. Ltd.
Kolkata
05.2022 - 04.2024
- Assisted customers with inquiries and product selections in high-pressure environment.
- Resolved customer complaints promptly to maintain satisfaction levels.
- Processed orders, returns, and exchanges in compliance with company protocols.
- Delivered product knowledge and recommendations to enhance customer experience.
- Developed training materials for onboarding and continuous education of new employees.
- Facilitated training sessions to improve team skills and knowledge retention.
- Collaborated with departments to identify training needs and implement targeted programs.
- Maintained accurate records of all training activities, including attendance and evaluations.
Customer Relationship Executive
Simoco Systems & Infrastructure Solutions Ltd.
Kolkata
01.2019 - 04.2022
- Managed inbound and outbound calls to deliver exceptional customer service.
- Educated customers on products and services, enhancing overall experience.
- Resolved inquiries and complaints through effective communication techniques.
- Conducted follow-up calls to confirm customer satisfaction and retention.
- Collaborated with vendors to procure furniture, fixtures, and accessories for projects.
- Participated in client meetings to gather requirements and provide design insights.
- Organized samples of textiles and materials for client selection processes.
- Processed invoices and maintained efficient accounts payable records.
Branch Relationship Executive
Teleperformance Global Business Private Limited
Kolkata
08.2017 - 11.2018
- Facilitated customer credit card applications and inquiries to ensure prompt service.
- Explained credit card features and benefits to educate potential clients.
- Maintained current knowledge of credit products and promotional offerings.
- Collaborated with team members to develop effective customer service strategies.
- Conducted follow-up calls to assess customer satisfaction with services provided.
- Advised customers on responsible credit card usage to minimize debt levels.
- Resolved billing disputes and inquiries promptly through effective communication.
- Executed credit card application processes in compliance with regulations.
Education
B. Com - Financial Accounting
Dum Dum Motijheel Rabindra Mahavidyalaya
KolkataSkills
- Workflow optimization
- SLA and Performance monitoring
- Customer relationship management
- Problem solving
- Policies and procedures adherence
- Customer service excellence
- Microsoft office (vlookup, pivot table)
- SAP FICO configuration
- General ledger management
- Order processing
- Effective communication
- Team collaboration
- Accounts receivable management
- Accounts payable management
Certification
SAP FICO Certified Professional – The Interface Group.
Accomplishments
Awarded SBI Credit Card Sales & Development Cup – December 2017
Education and Training
other
Languages
- English
- Hindi
- Bengali
Languages
Bengali
First Language
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Senior Operations Representative
Concentrix Daksh Services India Pvt. Ltd
09.2024 - Current
Operations Executive (Band 5C)
Startek Aegis Customer Support Services Pvt. Ltd.
05.2022 - 04.2024
Customer Relationship Executive
Simoco Systems & Infrastructure Solutions Ltd.
01.2019 - 04.2022
Branch Relationship Executive
Teleperformance Global Business Private Limited
08.2017 - 11.2018
B. Com - Financial Accounting
Dum Dum Motijheel Rabindra Mahavidyalaya