Pubali Mukherjee
Senior Business Process Analyst
Kolkata,West Bengal
Summary
Experienced Senior Customer Support Management bringing 6+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
6
6
Certificates
Work History
Business Analyst, Senior IT Process Analyst
Accenture
Bangalore
06.2021 - Current
- Part of quality and risk management team and also a Health claim process for BlueCross BlueShield of Arizona,
- Majorly working on MS office (Excel/Word/Powerpoint).
- CRM tools- Salesforce, Power BI, Citrix, Faxcom, Onbase, Guiding Care, Knowledge B4.
- Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
- Worked for Google Hardware
- Categorization of Order cycle or queries. Maintaining a tracker for tickets/Cases which includes bugs and then resolving them by collaborating with the concerned stakeholder and departments.
- Participate in Strategy Meetings with the Marketing Team and work on Excel for CSAT, AHT shrinkage and cost analysis for the company.
- Used tools like- QMS software etc. Mostly worked on Google Suite and MS office.
- Analysis were based on basic quality control tools for process improvement in QM like- Cause and Effect diagrams, (Fishbone), Scatter diagrams, Control charts, Pareto, Stratification.
Analyst
Amazon
Kolkata
09.2019 - 06.2021
- Chat and email support team also worked on Spanish chat and emails.
- Worked on technical support, account support, refund, and replacement and on prime department with the backend support
- Accounting associates assist auditors and accountants with basic accounting functions, such as preparing invoices, managing client accounts, preparing reports, and other clerical activities.
- Worked as SME to ramp up the new pilot project for business support.
- Working on Shipping and Delivery services projects and taking care in enhancing the delivery success ratio
- Audited team calls and published quality reports.
Technical Support Trainer
Tech Mahindra
Hyderabad
12.2018 - 06.2019
- Worked with Telstra Corporation Limited is an Australian telecommunications company.
- I worked for NBN as a technical support analyst.
- Troubleshooting for FTTN, FTTP, FTTH and FTTC.
- Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state
- I have worked with different tools like NATAMA, Siebel, ONR Source, Arise, Splunk, CMS, SMS, My knowledge.
- Technical Support Analysts are trained by IT support professionals, who resolve a variety of technical issues relating to their organization's computer systems, telecommunication network, LANs, WANs and desktop computers, whether these components are located onsite or in the field.
Pre-Sales Analyst
Codeforce 360
Hyderabad
07.2017 - 02.2018
- As Solution Architect for Technology services team within Next Generation Workplace Practice in infra division.
- Solution Preparation/Management Proposal based on Customers' Requirements, Product demonstrations, Proof of Concept Creation, Creation of Marketing Documents.
- Worked directly with stakeholders and helped on preparing dashboards for quality review and RFI, RFT, RFP and RFQ
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Tools used here are- ZOHO (CRM), and other operational CRMs.
Education
High Secondary -
04.2011 - 05.2013
Bachelor of Technology - Civil Engineering Technology
08.2013 - 05.2017
Post Graduate Diploma in Management - Operations Management
01.2021 - 01.2023
Skills
Business process mapping
Process Simulation
Microsoft Office Suite
Operations management
Search Engine Optimization
Customer centric
Google Workspace
Certification
Foundation of project management