Puja Das
Hyderabad
Summary
Service delivery/operations people management experience with 8+ years working in BPO/Call center/banking industry. Energetic professional proficient in managing and leading large size teams (30+)for running successful process operations,developing procedures, service standards for business excellence. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader/ Front Line Manager
Genpact India Pvt Ltd
Hyderabad
08.2018 - Current
- Guided a team of 30+ representatives, improving CSAT by 15% over 6 months by monitoring AHT and SLA metrics.
- Developed and implemented conflict resolution strategies, reducing escalations by 25% through structured team reviews.
- Interviewed and evaluated 50+ candidates, improving hiring efficiency by 20% by refining the recruitment process.
- Acted as POC for key stakeholders, delivering 100% on-time insights and RCA, driving a 10% improvement in client satisfaction.
- Prepared and presented business review reports, resulting in a 15% increase in process efficiency through actionable insights.
Senior Process Associate- KYC Compliance
Tata Consultancy Services
Kolkata
05.2016 - 12.2016
- Conduct thorough CDD checks on customers to gather information and assess their risk profile
- Ensure compliance with KYC regulations and internal policies by verifying customer identities and assessing associated risks
- Effectively use KYC systems to streamline processes and enhance efficiency, while conducting quality checks to ensure accuracy and completeness.
Assistant Manager
Axis Bank
Kolkata
08.2013 - 10.2014
- Ensure exceptional customer service, oversee daily activities, and handle customer inquiries for smooth branch operations
- Managing cash flow, overseeing transactions, ensuring compliance with banking regulations and internal policies
- Contributing to branch sales targets by promoting bank products and services to customers.
Education
MBA - Finance & Marketing
Institute of Engineering & Management
Kolkata, India06-2013
Skills
- Lean 6 Sigma
- Business Insights
- Feedback & Coaching
- MS Office/Excel
- Client relations
- People management
- Performance management
- Strategic thinking
- Quality Assurance
- Product Management
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Bengali, Full Professional Proficiency
Projects
Executive Internship - Indian Overseas Bank, 04/01/13, 06/01/13, Understanding the documentation, regulation & procedures involved in export & import transactions., Gaining practical experiences in handling export & import transactions including letter of credit (LC) issuance, documentary collections and trade finance instruments., Addressing challenges related to documentation discrepancies, payment delays and trade finance complexities.
Certification
- Yellow belt (Trained & Tested)
- Green belt (Trained & Tested) - Certification in progress.
Accomplishments
- Received 10 bronze and 2 silver awards for consistent performance.
- Received "Process Innovator"award for generating ideas and insights for process development.
Timeline
Team Leader/ Front Line Manager
Genpact India Pvt Ltd
08.2018 - Current
Senior Process Associate- KYC Compliance
Tata Consultancy Services
05.2016 - 12.2016
Assistant Manager
Axis Bank
08.2013 - 10.2014
MBA - Finance & Marketing
Institute of Engineering & Management
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