PAULOMI GUHA
Bengaluru
Summary
Looking forward to work in a challenging environment, which will allow me to contribute my knowledge and positive skills, adaptability, and good communication skills to support the team goals and deliver quality work in every field, which is matching my credentials.
Collaborative Quality Control Analyst with excellent troubleshooting skills. Highly effective in working with clients, peers and professionals. Experienced in inspections and mentoring others.
Methodical professional in quality control, known for high productivity and efficient task completion. Skilled in statistical analysis, process improvement strategies, and regulatory compliance. Excel at problem-solving, critical thinking, and effective communication to ensure quality standards are met and exceeded.
Overview
11
11
years of professional experience
Work History
Senior Quality Analyst
Wells Fargo India Pvt. Ltd
10.2023 - Current
- As I am working as a quality analyst in my current company, my roles and responsibility is to review and analyze the process post execution.
- Conducting audits and identifying the top issues to improve the process.
- Collaborating with cross – functional team to implement process improvement and resolve the quality issues.
- Also, in my current project I am assisting my seniors enhance the process by making presentation and explain it to the client, training the teammates coming back from leaves.
Incident Manager
Wipro Technologies
07.2021 - 10.2023
- In this company my roles and responsibility were little different.
- Here, I used to work as an incident manager after interacting with the internal teams from different zones related to Azure active directory, virtual machines and with their Microsoft authentication etc.
- Also responsible in training the new joiners about the process, helping them to have hands on experience in the process.
- Auditing their work and preparing quality feedback for them so that they can improve on it.
- If there is any outage, I would take the initiative to identify the severity of the incident by my skills.
- If the severity was crucial, I would take the initiative with my other teammate to inform all the affected customers, preparing bulk emails, banners, rolls notifications so that they can be aware of the scenario going on and what we are doing about it and how soon it would take for the incident to get resolved.
Senior Customer Service Agent Solution 2
PayPal India Ltd
05.2019 - 07.2021
- My responsibilities here was to assist customers over call related to their payments made through our company.
- Also, responsibilities to inform customers if there were any additional charges or if the payments were on hold.
- Post up billing dealt with the customers’ accounts, disputes and if there were any limitations placed.
- Additionally took the initiative to inform customers via calls if there were any fraud transactions or counterfeit items delivered to the customers.
- After my upskill, I was responsible to check customers account and monitor their transactions if there is any unauthorized activity going on.
- On the other side, at their backend activity I was additionally helping my teammates to enhance their logical reasoning and segregate customers account details based on the query they make so that we can work on it and improve the process.
Senior Process Specialist
Infosys BPM Ltd
03.2017 - 05.2019
- I was responsible in handling customers order queries and resolve queries via calls and chats.
- Also took the initiative to escalate the orders to the internal team if they were not offered on promised dates.
- Post completing six months in the process I got upskilled to order management team and order process team where we used to process the stuck orders by connecting with the engineers at the backend.
- Due to my previous experience I used to assist my team lead in auditing calls for the teammates and prepare quality feedback for them.
- When there were huge escalation calls and chats volume I have taken the ownership to assist the analytical customers by explaining a details of the scenario, building trust, reduce friction so that they can be more comfortable and take the correct decision so that we can hold on to our customers.
Process Executive
Wipro BPM Ltd
10.2014 - 04.2016
- My roles and responsibilities were to take inbound calls and resolve customers broadband and telephone queries.
- Dealt with the escalation calls for customers who were not happy with first call resolution.
- Additionally, would audit calls for teammates and would provide feedback to them as per their errors.
- I have also actively taken part in process update and process improvement plans.
Education
Salesforce App Building and Admin -
Edureka
01.2024
Six Sigma Yellow Belt -
Udemy
01.2023
MBA - Human Resources Management
Indian School of Business Management
Delhi08-2017
Six Sigma Green Belt -
Udemy
Skills
- Word
- Excel
- PowerPoint
- Google Drive
- One note
- Outlook
Accomplishments
- Awarded best employee of the year in previous companies.
- Maintained good AHT scores for first call resolution and complaint calls.
- Received spot award for taking extra initiative to assist management.
- Recognized as a consistent performer in current company.
- Participated in Lean and Six Sigma projects to reduce waste.
- Received appreciation, badges, and certificates throughout career.
- Part of the NCC and Employee Engagement Team.
Languages
- English
- Bengali
- Hindi
Professional Courses
- Salesforce App Building and Admin, Edureka, 2024
- Six Sigma Yellow Belt, Udemy, 2023
- Six Sigma Green Belt, Udemy, Pursuing
Personal Information
- Father's Name: Deb Narayan Guha
- Date of Birth: 10/25/91
- Gender: Female
Languages
English
First Language
Timeline
Senior Quality Analyst
Wells Fargo India Pvt. Ltd
10.2023 - Current
Incident Manager
Wipro Technologies
07.2021 - 10.2023
Senior Customer Service Agent Solution 2
PayPal India Ltd
05.2019 - 07.2021
Senior Process Specialist
Infosys BPM Ltd
03.2017 - 05.2019
Process Executive
Wipro BPM Ltd
10.2014 - 04.2016
Salesforce App Building and Admin -
Edureka
Six Sigma Yellow Belt -
Udemy
MBA - Human Resources Management
Indian School of Business Management
Six Sigma Green Belt -
Udemy
Similar Profiles
Sridhar KetireddiSridhar Ketireddi
Lead Software Engineer at Wells Fargo India Pvt. Ltd.Lead Software Engineer at Wells Fargo India Pvt. Ltd.
JAIWANTH B.R.JAIWANTH B.R.
ETL – DW Test Manager at Wells Fargo India Pvt LtdETL – DW Test Manager at Wells Fargo India Pvt Ltd
Nishanth MNishanth M
Lockbox Processor at Wells Fargo India, Pvt LtdLockbox Processor at Wells Fargo India, Pvt Ltd
Soumita BoseSoumita Bose
Software Engineer 3 at JP Morgan ChaseSoftware Engineer 3 at JP Morgan Chase
Urmila BUrmila B
Senior Process Specialist at Amazon Development Centre Pvt LtdSenior Process Specialist at Amazon Development Centre Pvt Ltd