Ivy Mallick
Kolkata
Summary
Dynamic and results-driven professional with nearly 3 years of experience in the BPO industry, specializing in handling calls, emails, and chat support for international clients. Adept at managing customer interactions with a focus on delivering exceptional service. Experienced in background verification and HR recruitment, demonstrating a strong understanding of end-to-end hiring processes and compliance. Seeking to give my all for the company leverage this diverse skill set to advance into
Overview
4
4
years of professional experience
Work History
Sr SME Operations
Concentrix Daksh
01.2025 - Current
- Led a team of 30 agents handling Amadeus reservations, ticketing, reissues, and refunds.
- Monitored KPIs, quality, and SLAs; provided realtime support and escalations.
- Coached team members to improve performance and reduce errors/ADMs.
- Ensured compliance with airline, IATA, and company policies.
- Coordinated with QA and management to drive process improvements.
- Support quality audits and help reduce ADM/ACM risks.
HR Executive
Concentrix Daksh India pvt ltd
01.2024 - 12.2025
- Sourced, screened, and interviewed candidates across various channels, ensuring alignment with job requirements and organizational culture for entry-level and experienced positions.
- Coordinated the end-to-end recruitment process, from job posting to offer negotiation, while maintaining a strong candidate experience and collaborating with hiring managers to meet staffing needs.
Background Verification Analysit
Concentrix Daksh India Pvt limited
10.2023 - 11.2023
- Conducted thorough background checks for new hires, including verification of employment history, education, and criminal records, ensuring compliance with organizational and legal standards.
- Collaborated with external agencies and internal teams to streamline the verification process, reducing turnaround time and improving the accuracy of candidate evaluations for successful onboarding.
Customer Care Executive
Concentrix Daksh Private limited
11.2021 - 11.2022
- Handled inbound and outbound calls, emails, and chat support for an international client, consistently meeting or exceeding customer satisfaction (CSAT) targets.
- Resolved customer queries and escalations efficiently, providing timely and accurate solutions while maintaining a professional demeanor, contributing to an enhanced customer experience
Analyst
Archetive Solutions Private Limited
08.2021 - 11.2021
- Worked in Property Preservation Company where handling a complete life cycle of a new born product was my duty . Starting from taking the ownership to complete the project then
Education
Bachelor of Business Management -
SCOTTISH CHURCH COLLEGE
Skills
- Microsoft Powerpoint
- Excel
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Team leadership
- Performance metrics
Accomplishments
- Awarded 'Top Performer of the Quarter' for consistently exceeding customer satisfaction (CSAT) scores and maintaining high-quality service
- Received 'Employee of the Month' honors for outstanding contributions to streamlining the background verification process
Hobbies and Interests
Dynamic and results-driven professional with nearly 3 years of experience in the BPO industry, specializing in handling calls, emails, and chat support for international clients. Adept at managing customer interactions with a focus on delivering exceptional service. Experienced in background verification and HR recruitment, demonstrating a strong understanding of end-to-end hiring processes and compliance. Seeking to give my all for the company leverage this diverse skill set to advance into
Languages
- Hindi
- Bengali
- English
- Hindi
- Bengali
Timeline
Sr SME Operations
Concentrix Daksh
01.2025 - Current
HR Executive
Concentrix Daksh India pvt ltd
01.2024 - 12.2025
Background Verification Analysit
Concentrix Daksh India Pvt limited
10.2023 - 11.2023
Customer Care Executive
Concentrix Daksh Private limited
11.2021 - 11.2022
Analyst
Archetive Solutions Private Limited
08.2021 - 11.2021
Bachelor of Business Management -
SCOTTISH CHURCH COLLEGE