Pooja Singh
Kolkata
Summary
MBA (Major: Finance and Minor: HR) with 13+ years of valuable exposure to working in the corporate industry. Currently Working as Manager Training & Development at Lawsikho. I served Vedantu, Conneqt Business Solutions, Dot Cabs as my past experience. Possess ample knowledge and experience of team management. Worked at Dot Cabs PVT LTD, Tata Sky Process (DTH), OYO Rooms & Paytm (Flights, Bus & Train), Vedantu & Lawsikho.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
13
13
years of professional experience
Work History
Manager Training & Development
Lawsikho
11.2023 - Current
- Handling 4 different Teams.
- People management & People Development
- To ensure BQ Improvements and provide necessary feedback.
- Preparing Product Architecture Training Doc of different courses & sharing it to the Team & Provide training for the same on weekly basis.
- Preparing PPT of the Team performance & review on the same.
- Responsible for auditing related to revenue leakage and Highlighting Unethical practices if any.
- Monitoring & Tracking Durations, Connecting with different Associates for the same.
- Team meeting depending upon the requirement.
- Taking certification for new joiner of their process understanding & onboarding Associates in the particular process.
- Sharing Attendance report, Avg Duration etc depending on the requirement of the Team & creating the Payment links.
- Sharing feedback with the Associates gaps in the call.
Quality Analyst
Vedantu
09.2020 - 10.2023
- People management
- To ensure BQ Improvements and provide necessary feedback.
- Preparing and Publishing Performance Dashboard.
- Responsible for auditing related to revenue leakage and Unethical practices.
- Sharing analysis, which narrows down the problem area for the Ops team to work on it.
- Doing different analysis to identify the process gaps & highlighting the process improvements.
- Taking certification for New joinees of their process understanding.
Quality Team Lead
Conneqt
07.2016 - 09.2020
- Handling an Emerging Account (Oyo Rooms).
- Responsible for enabling the Operations and Training to improve the performance.
- To ensure we meet all quality KPIs like Calibration Variance, Weekly briefings, Super Audits, Attendance.
- Sharing the actionable intelligence with relevant stakeholders to improve the process output.
- Responsible to drive Process improvement activities basis identified root cause of the defects.
- Managing and maintaining Quality MIS.
- Ensuring team productivity and Process improvement.
- Process Reviews.
- Worked in Tata Sky Process (DTH), OYO Rooms, OYO Taam & Paytm (Flights, Bus & Train).
- Promoted to Quality Team lead from Quality Revenue Assurance in May 2018 for my zeal to Improve work.
- Promoted to Quality Assurance in Jan 2017 from back office member.
- Joined Conneqt Solutions(Tata BSS) on July 2016.
Revenue Assurance
Dot Cabs
06.2012 - 07.2016
- To provide end to end resolution to customers.
- To Achieve the Target which was aligned.
- Joined as an Associate in June 2012 for Process.
- I was promoted to Quality Team leader in just 11 months.
- Received many League of Extraordinary awards, Rewards and recognition, Excellence performer awards.
- Certified with Lean Project.
Education
MBA - Finance and Minor: HR
Osmania University
01.2016
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
LNGG
English
Telugu
Hindi
Timeline
Manager Training & Development
Lawsikho
11.2023 - Current
Quality Analyst
Vedantu
09.2020 - 10.2023
Quality Team Lead
Conneqt
07.2016 - 09.2020
Revenue Assurance
Dot Cabs
06.2012 - 07.2016
MBA - Finance and Minor: HR
Osmania University
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