Summary
Overview
Work History
Education
Skills
Awards
Timeline
AdministrativeAssistant
POULAMI BOSE

POULAMI BOSE

Associate Process Manager - Learning and Development
Mumbai,MH

Summary

Experienced Associate Process Management professional dedicated to enhancing workflows and efficiency. Demonstrated success in fostering team collaboration, ensuring smooth operations, and adapting to changing requirements. Skilled in process improvement, project management, and problem-solving. Recognized for reliability and a results-driven mindset, consistently achieving impactful outcomes in fast-paced settings.

Overview

19
19
years of professional experience
3
3
Languages

Work History

Associate Process Manager

Eclerx Pvt Ltd
02.2021 - Current
  • Conducting TNI and TNA for various programs and building the agenda for the year
  • Conducting various behavioral and soft skill trainings required for enhanced delivery
  • Collaborating with offshore and onshore stakeholders to conduct trainings and webinars globally
  • Working on Projects to enhance learning and development within the organization
  • Conducting regular dip checks on trainings conducted to ensure proper implementation.
  • Schedule and coordinate Leadership Inductions and handovers.
  • Working with new hires and existing employees on written and verbal communication.

Business Process Lead

Tata Consultancy Services
11.2013 - 12.2020
  • Worked with TELSTRA telecom project as a Process Trainer and a Team Lead. KRA's being monitoring team, helping in productivity improvement, Reporting and managing client data. Training new joiners and existing members with the process details and day to day updates. SOP and training material creation and implementation after sign off. Coordinating with clients on regular process updates and changes.
  • Worked with IHG (Intercontinental Hotel Group) project as a Quality Analyst. KRA's being monitoring associates calls, client call handling, call calibrations, SOP creations, Team training and process updates.
  • Worked with Johnson and Johnson project as a SAP Financial Consultant
  • Currently with Refinitiv SAP Billing project dealing with financial updates and RMCA postings. KRA's being SOP creation, managing RMCA bank data files update and any ad-hoc requests from clients relating to RMCA. Managing team performance and client requirements and reporting it to the stakeholders.

Senior Customer Associate

Hutchison Three Global Services
09.2011 - 07.2013
  • Worked for the postpaid team resolving customer's semi technical and billing queries.

Senior Financial Advisor

JP Morgan Chase
04.2010 - 10.2010
  • Worked with credit cards for over 95 affiliate banks with Chase card services resolving their billing and credit card queries.

Senior Customer Care Associate

HSBC Global Services
05.2008 - 03.2010
  • Worked with credit cards affiliated to HSBC card services rand GM cards resolving their billing and credit card queries.

Customer Care Associate

IBM Daksh
02.2006 - 04.2008
  • Worked with credit cards affiliated to HSBC card services rand GM cards resolving their billing and credit card queries.

Education

B. Com (Hons) - Accountancy Honors degree

Asansol Girls College - Burdwan University

WBHSE - General Commerce and Accountancy

Asansol Girls College

ICSE - Preliminary Schooling with general subjects like English and Science and Mathematics and Social Sciences

Loreto Convent Asansol

Skills

Process optimization

Awards

  • TCS - Best Quality with the perfect score for 6 consecutive months
  • TCS - Best Employee of the Quarter
  • EClerx - Best Employee of the quarter - 12/2022 and 02/2024
  • EClerx - Silver in 'Best Custom Content' - Brandon Hall Awards 2024 for a project designed to enhance communication skills of Analysts and Senior Analysts

Timeline

Associate Process Manager

Eclerx Pvt Ltd
02.2021 - Current

Business Process Lead

Tata Consultancy Services
11.2013 - 12.2020

Senior Customer Associate

Hutchison Three Global Services
09.2011 - 07.2013

Senior Financial Advisor

JP Morgan Chase
04.2010 - 10.2010

Senior Customer Care Associate

HSBC Global Services
05.2008 - 03.2010

Customer Care Associate

IBM Daksh
02.2006 - 04.2008

WBHSE - General Commerce and Accountancy

Asansol Girls College

B. Com (Hons) - Accountancy Honors degree

Asansol Girls College - Burdwan University

ICSE - Preliminary Schooling with general subjects like English and Science and Mathematics and Social Sciences

Loreto Convent Asansol

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POULAMI BOSEAssociate Process Manager - Learning and Development