Purbadeep Brahma
Operations Team Member
Bangalore
Summary
Dependable and detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes, and delivering exceptional customer service. Thorough team player with strong organizational skills, experienced in managing multiple projects simultaneously with precision. Effective at prioritizing tasks, meeting deadlines, and exceeding targets in fast-paced environments. Recognized for reliability, adaptability, and ability to learn and apply new skills. Committed to driving team success and contributing to organizational growth.
Overview
2
2
years of professional experience
5
5
Certifications
Work History
Operations Team Member
Commonwealth Bank
06.2023 - Current
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Resolved customer issues promptly, maintaining a high level of satisfaction and loyalty.
- Collaborated with cross-functional teams to address operational challenges and improve overall efficiency.
- Developed effective improvement plans in alignment with goals and specifications.
- Participated in continuous improvement efforts by providing feedback on current processes and suggesting enhancements.
- Adhere to Group Credit Policy and Code of Banking Practice with the objective of maximising revenue and minimising risk.
- Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated.
- Contribute to Improvement ideas which would help in change management and delivery of desired strategic outcome.
- Take responsibility for the quality of work submitted and ensure highest standards are maintained.
- Applying sound risk management practices by pro-actively identifying and responding to risks and reporting them as necessary.
Education
Master of Commerce (M.Com) -
Indira Gandhi National Open University(IGNOU)
Bengaluru, India 04.2001 -
Bachelor of Commerce (B.Com) - Finance And Accounting
Kristu Jayanti College (Autonomous)
Bengaluru, India 04.2001 -
Skills
Operational efficiency
Process documentation
Verbal and written communication
Process enhancements and revisions
Teamwork and collaboration
Time management
Problem-solving abilities
Decision-making
Adaptability and flexibility
Performance management
Attention to detail
Analytical thinking
Accomplishments
- Proven ability to drive customer satisfaction and loyalty through exceptional service delivery, evidenced by receiving the Outstanding Performer of the Quarter award for Q2 in both financial year of 2023-24 and 2024-25 with NPS scores of 77.60% and 88.3% respectively.
- Consistently maintained fast response times, achieving an average TTFR of 3:06 in the previous financial year, reducing customer wait times and increasing first-contact resolution rates.
- Demonstrated leadership in mentoring new team members, accelerating their onboarding and ensuring high-quality customer interactions from the outset.
- Committed to continuous improvement, consistently improved NPS score from 75.50% in 2023-24 to 85.24% in 2024-25, reflecting sustained growth in customer satisfaction metrics.
- Nominated and actively contributed to the DB Free Text Pilot Project, where l identified key process gaps and collaborated with training team to implement streamlined workflows and enhancing operational efficiency.
Certification
Analytics & Data Science
Timeline
Operations Team Member
Commonwealth Bank
06.2023 - Current
Analytics & Data Science
01-2023
Leadership & Strategy
01-2023
Strategic Brand Management
01-2023
Digital Marketing
01-2023
Investment Banking
12-2022
Master of Commerce (M.Com) -
Indira Gandhi National Open University(IGNOU)
04.2001 -
Bachelor of Commerce (B.Com) - Finance And Accounting
Kristu Jayanti College (Autonomous)
04.2001 -