Pinki Kumari Roy
Hyderabad
Summary
- Result-oriented professional with nearly 10 years of experience in Performance, Process, Operations, and Client Management. Demonstrated expertise in achieving optimal results through strategic planning and effective execution. Proven track record of delivering exceptional client satisfaction and driving operational efficiency.
- Experienced in collaborating with business stakeholders and implementing procedures and service standards to drive business excellence.
- Experienced project leader adept at implementing aggressive program governance processes, fostering strong relationships with business stakeholders, and delivering comprehensive operations plans. Skilled in risk analysis and developing effective contingency plans.
- Persuasive and influential professional driving the development and cultivation of positive business relationships with key stakeholders.
- Experienced data analyst with a proven track record of generating actionable insights to drive business decisions. Strong business acumen enables effective risk mitigation and identification of growth opportunities.
- Experienced in developing and transitioning processes, bringing extensive knowledge of Business Process Management.
- Results-oriented professional with strong problem-solving and analytical skills. Proven track record of making effective decisions to achieve high customer satisfaction and minimize operational costs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead
Google Operation Center
Hyderabad
03.2023 - 10.2024
- Led and managed two Google My Business operation teams: Bulk Verification and VPOD. Oversaw 40 members for both the verticals.
- Oversaw training and development programs to enhance team skills and knowledge
- Developed and monitored service level agreement (SLAs) - CSAT, Quality, Productivity, and key performance indicators (KPIs) - TFR, TRT, AHT to assess team effectiveness.
- Established clear team goals aligned with company objectives, tracking progress regularly
- Monitored team performance against targets, taking corrective action where necessary.
- Developed strategies to increase team productivity and improve customer service levels.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Organized regular meetings with all stakeholders to ensure clear communication between departments through regular WBR, MBR and QBR
- Identified opportunities for process improvements, implementing changes when required.
- Created detailed reports on team activities as requested by management.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Working as a career counselor and handling internal and external role movement for the process of developing career growth of the employees and driving attrition.
- Working as a career counselor and handling internal and external role movement for the process of developing career growth of the employees and driving attrition.
- HC management for the process through talent hiring and acquisition.
- HC management for the process through talent hiring and acquisition.
- Handled WFM through regular shift scheduling and workstation/seat allocation and management.
Subject Matter Expert
Google Operation Center
Hyderabad
07.2020 - 02.2023
- Oversaw approximately 22 staff members during lead's absence.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Identified areas of risk within complex projects then proposed mitigation strategies for successful completion of tasks.
- Facilitated workshops with internal stakeholders in order to gather feedback regarding product performance issues or enhancements.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Oversaw quality control to identify inconsistencies and malfunctions.
Subject Matter Expert - Escalation
Genpact Pvt Ltd
Hyderabad
06.2019 - 06.2020
- Provided technical support to customers with escalated issues.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout the escalation process.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Managed multiple customer accounts simultaneously while providing superior service.
- Collaborated with product development team to provide feedback from customers regarding current products.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
Process Developer & Subject Matter Expert
Genpact Pvt Ltd
Hyderabad
02.2018 - 05.2019
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Handled incoming calls and directed callers to appropriate department or employee.
- Reviewed customer feedback surveys to identify areas of improvement.
- Monitored performance metrics to assess effectiveness of operational processes.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Developed and implemented strategies for increasing customer satisfaction.
Associate & Senior Associate
Tata Consultancy Services
Kolkata
06.2015 - 01.2018
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Developed and maintained relationships with customers to ensure their satisfaction.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Assisted customers with product selection based on individual needs.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Conducted training sessions for new employees on proper telephone etiquette practices.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Participated in weekly team meetings to discuss targets, achievements, and customer service metrics.
- Trained new staff on company customer service policies and procedures.
Education
Bachelor of Arts - Art
Vijaygarh Jyotish Ray College
Kolkata03-2015
Skills
- Operations Management
- Performance monitoring and improvement
- Coaching and Mentoring
- Stakeholder Management
- Schedule Management
- Work assignment delegation
- Trend tracking
- Regulatory Compliance
- Complaint resolution
- Quality Control
- Service Level Agreement
- Key Performance Indicators
- Employee engagement
- Talent Acquisition
- Employee Evaluation
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
I pride myself on being a well-rounded individual, adept at balancing various facets of my life. During the week, I dedicate my mornings to personal growth through regular household works and working out, which fuels my creativity and focus at work. After hours, I immerse myself in community and social activities, volunteering for CSR activities and and other engagement activities that resonate with my values. On my time off, I explore my passion for outdoor adventures, travelling through the mountains, ensuring I stay connected to nature and my physical well-being. This diverse engagement enriches my perspective and allows me to connect with others on multiple levels, fostering a fulfilling and balanced life.
Accomplishments
- Best emerging leaders - as the best growing team lead
- Star Awards - as SME
- Touch Stone Awards - as SME
- Quarterly Rewards & Recognition
- Numerous Accolades
Certification
- Basic of Lean & Six Sigma
- Quality Tools
Timeline
Team Lead
Google Operation Center
03.2023 - 10.2024
Subject Matter Expert
Google Operation Center
07.2020 - 02.2023
Subject Matter Expert - Escalation
Genpact Pvt Ltd
06.2019 - 06.2020
Process Developer & Subject Matter Expert
Genpact Pvt Ltd
02.2018 - 05.2019
Associate & Senior Associate
Tata Consultancy Services
06.2015 - 01.2018
- Basic of Lean & Six Sigma
- Quality Tools
Bachelor of Arts - Art
Vijaygarh Jyotish Ray College
Similar Profiles
Divya RawatDivya Rawat
Digital Media Senior Associate at Google Operation CenterDigital Media Senior Associate at Google Operation Center
Jasmeen Kaur ChawlaJasmeen Kaur Chawla
Community Manager at Google operation centerCommunity Manager at Google operation center
Aftab Abdul KareemAftab Abdul Kareem
Technical Process Senior Associate at Google Operation CenterTechnical Process Senior Associate at Google Operation Center