Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst

Poushali Chakraborty

Process Excellence Specialist
Bengaluru

Summary

Results-driven professional with ~8 years of experience in process excellence, operations, customer experience, and team leadership. Skilled in driving efficiency, service quality, and process improvements. Open to opportunities in business operations, HR operations, HR generalist, learning & development, quality analysis, and people & culture management.

Overview

10
10
years of professional experience
3
3
Certifications
3
3
Languages

Work History

UK Banking Process Specialist

HSBC Electronic Data Processing India Pvt. Ltd.
04.2025 - Current
  • Managed end-to-end customer interactions in digital and conversational UK banking channels.
  • Ensured quick and accurate resolutions, adhering to compliance, security, and regulatory standards.
  • Collaborated with internal teams to resolve escalations and provide feedback for process improvements.

Team Lead – Operations

Giva (Indie Jewel Fashions)
02.2023 - 05.2023
  • Led a team of 15 customer support representatives, improving service quality and team productivity.
  • Developed and implemented process improvements that streamlined operations.
  • Conducted quality audits, delivered coaching, and resolved escalations.
  • Screened and interviewed candidates, and managed the onboarding process for new hires.

Sr. Support Specialist / Supervisor

24-7 Intouch
08.2021 - 02.2023
  • Managed escalations, subscription refunds, and email audits to ensure top-tier customer experience.
  • Conducted quality audits and prepared Root Cause Analyses (RCA) for client review, focusing on customer experience and social media escalations.
  • Led a team of 10, resolving escalations with effective root cause analysis.

Subject Matter Expert – Process Excellence

Teleperformance
09.2019 - 08.2021
  • Delivered onboarding and process training to new hires across multiple regions.
  • Designed and implemented training modules to address process gaps, boosting SLA adherence.
  • Conducted performance analysis, provided coaching, and advocated for process improvements.

Operations Specialist

Uber India
05.2016 - 07.2019
  • Worked as an HR Coordinator on behalf of the talent acquisition team.
  • Coordinated with various stakeholders and processed background verifications for new joiners.
  • Streamlined end-to-end processes for Uber Eats operations, including SOP creation and providing process and product training to new hires and partners.
  • Led a team of 12–15 to drive daily operations, employee engagement, and service quality.

Customer Support Associate

Concentrix Daksh India Pvt Ltd
09.2015 - 04.2016
  • Handled post-sales queries, including refunds and booking changes.
  • Exceeded SLA and quality targets through efficient problem-solving.
  • Suggested process enhancements to reduce recurring issues.

Education

BBA - HR Management

Jain University

Diploma - Tourism

Frankfinn Aviation Services

Skills

Process Excellence & Improvement

Certification

Project Management Foundations, CAPM Certification Training, Business Analysis Basics

Timeline

UK Banking Process Specialist

HSBC Electronic Data Processing India Pvt. Ltd.
04.2025 - Current

Team Lead – Operations

Giva (Indie Jewel Fashions)
02.2023 - 05.2023

Sr. Support Specialist / Supervisor

24-7 Intouch
08.2021 - 02.2023

Subject Matter Expert – Process Excellence

Teleperformance
09.2019 - 08.2021

Operations Specialist

Uber India
05.2016 - 07.2019

Customer Support Associate

Concentrix Daksh India Pvt Ltd
09.2015 - 04.2016

Diploma - Tourism

Frankfinn Aviation Services

BBA - HR Management

Jain University
Poushali ChakrabortyProcess Excellence Specialist