Puranjani Bera
Subject Matter Expert - Production Mentor
Kolkata,WB
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
3
3
years of professional experience
9
9
Certifications
Work History
Subject Matter Expert - Production Mentor
Genpact
07.2024 - Current
- Led daily operations support for a team of approximately 40 agents, driving productivity, performance management, and adherence to operational targets.
- Monitored and enforced Service Level Agreement (SLA) compliance through KPI tracking, including 320 cases resolved per day, 1.45-minute Average Handling Time (AHT), and 100% Decision Quality (DQ).
- Provided subject-matter expertise, process guidance, and real-time issue resolution to ensure accuracy and policy adherence in content moderation workflows.
- Conducted quality assurance audits and evaluations to identify performance gaps, ensure compliance, and improve output standards.
- Delivered coaching, training, and knowledge transfer sessions to strengthen team capability, and operational consistency.
- Prepared performance reports, analytics summaries, and escalation documentation for supervisors and senior stakeholders.
- Collaborated cross-functionally with management to address workflow challenges, improve efficiency, and maintain productivity benchmarks.
Academic Writer
WordSmith Academics
01.2023 - 07.2024
- Produced up to 3,500 words daily across dissertations, research papers, essays, and business/marketing plans for international university students.
- Specializing in management-related academic content, applying structured research, critical analysis, and academic formatting standards.
- Designed and copywrote PowerPoint presentations and supporting visual materials aligned with academic and business communication objectives.
- Created print and digital marketing collateral, including posters, pamphlets, brochures, and flyers.
- Successfully completed over 200 assignments while maintaining quality, deadlines, and client expectations.
- Contributed to improved academic outcomes, supporting multiple students in achieving top-quartile grades.
- Managed workload prioritization, research synthesis, editing, and proofreading to ensure clarity, coherence, and compliance with guidelines.
Web Content Writing Intern
IIM SKILLS
08.2023 - 01.2024
- Created SEO-optimized educational blog content for multiple platforms, improving search visibility, and audience engagement.
- Applied keyword research, on-page optimization, and content structuring techniques aligned with digital marketing best practices.
- Gained hands-on experience in content strategy, blogging workflows, and online audience targeting.
- Collaborated with editorial guidance to refine writing clarity, tone, and optimization standards.
- Built foundational knowledge of digital marketing concepts, including SEO principles, and content performance awareness.
Education
Bachelor of Arts - English Hons.
The Bhawanipur Education Society College
Kolkata, India 04.2001 -
ISC -
Young Horizons School
Kolkata, India 04.2001 -
ICSE -
St. Helens Secondary School
Darjeeling, India01-2016
French
The Ramkrishna Mission Institute of Culture
Kolkata, India01-2023
Skills
Content and Copywriting
Content Moderation
Academic Writing
Word processing
Keyword Research
SEO knowledge
Content Management System
Social Media Management and Marketing
Multimedia Production
Content Planning and Optimization
UI/UX Research and Writing
Quality and Quantity Monitoring
Knowledge Sharing and Training
Mentoring and Team Leadership
Performance Auditing and Reporting
Effective communication
Adaptability
Attention to detail
Time Management
Research Abilities
Team Player
Strategic thinking
Creative solutions
Strong analytical skills
Certification
Content is King: Writing Killer Content for Web and Marketing - Steve McDonald
Timeline
Subject Matter Expert - Production Mentor
Genpact
07.2024 - Current
Web Content Writing Intern
IIM SKILLS
08.2023 - 01.2024
Academic Writer
WordSmith Academics
01.2023 - 07.2024
Bachelor of Arts - English Hons.
The Bhawanipur Education Society College
04.2001 -
ISC -
Young Horizons School
04.2001 -
ICSE -
St. Helens Secondary School
French
The Ramkrishna Mission Institute of Culture