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
Customer Experience Management
Team Leadership & People Development
Training & Quality Assurance
Recruitment & Onboarding
Stakeholder & Escalation Management
Project & Program Management
Employee Engagement & Performance Coaching
Compliance & Risk Management
Zendesk
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