Poulamy Sarkar
BPO Associate, Information Process Enabler
Kolkata
Summary
Experienced with 3+ years in streamlining information processes and enhancing operational efficiency. Known for creating seamless workflows and improving data management systems. Skilled at collaborating with cross-functional teams to drive successful project outcomes.
Overview
2
2
years of professional experience
3
3
Languages
Work History
BPO Associate, Information Process Enabler
Tata Consultancy Services
07.2022 - Current
- Managed and supported 3,000+ customer accounts, efficiently handling an average of 40+ daily queries via email and SMS using Intelli software, ensuring seamless business communication and facilitating direct debit and payment plan resolutions.
- Processed over 500+ service requests, including new meter installations and damage repairs, using C4C and ensured accurate updates were reflected in SAP for seamless operations.
- Supervised and directed the work schedule of 70+ onshore employees through the Genesys Tool, optimizing team productivity and ensuring smooth daily operations.
- Delivered comprehensive process training to 20+ employees, effectively onboarding and mentoring 10+ new hires to ensure quick integration and high performance.
- Performed detailed quality checks on employee performance, ensuring adherence to standards and improving overall service delivery efficiency.
- Collaborated with clients to identify and implement process improvements, contributing to streamlining workflows and enhancing operational efficiency.
- Successfully implemented 5+ process improvements that reduced customer escalations by 12% and decreased average case handling time by 8%.
Continuously upskilled by completing relevant courses in BPO, Advanced Excel, Generative AI, staying ahead of industry trends and enhancing process knowledge.
Education
Master of Arts - English Literature
Vidyasagar University Kolkata
Kolkata, India 04.2001 -
Bachelor of Arts - English Literature
University of Kalyani
04.2001 -
Skills
- Microsoft office
- Microsoft word
- Microsoft Excel
- Microsoft Powerpoint
- Rapid OA & GUI
- Powercurve collection
- SAP
- C4C
- Genesys Tool
- Client communication
- Decision making
- Critical thinking
- Knowledge Transfer
- Defect resolution
- Team supervision
Achievements
- Played a key role in the success of the TCS team in the Utility Domain, contributing to the team receiving the "Star Team Award" in June 2023.
- Honored with the "Star of the Month" award twice (December 2023 and January 2024) for exceptional performance in quality, productivity, and attendance, selected from a bunch of 75 employees.
- Earned appreciation notes from 10+ team members, including my manager, for consistently exceeding performance expectations.
- Commended by the client for the timely and efficient completion of critical tasks, demonstrating my dedication to delivering results.
Timeline
BPO Associate, Information Process Enabler
Tata Consultancy Services
07.2022 - Current
Master of Arts - English Literature
Vidyasagar University Kolkata
04.2001 -
Bachelor of Arts - English Literature
University of Kalyani
04.2001 -
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