Sushovon Saha
Kolkata
Summary
Dynamic Workflow Specialist at Tata Consultancy Services with expertise in process optimization and stakeholder relationship management. Demonstrated success in issue resolution analysis and developing training programs that enhance team performance and operational efficiency. Proficient in SQL and collaborative training methodologies, leading to significant improvements in workflow and quality metrics. Career goals include leveraging skills to drive further operational excellence within a forward-thinking organization.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Workflow Specialist.SGB BFSI PLATFORM UK&E 1.2
Tata Consultancy Services
Kolkata
07.2018 - Current
- Allocating work to team members efficiently to ensure smooth operations.
- Monitoring queues to maintain workflow efficiency and minimize delays.
- Handling escalations effectively to resolve issues in a timely manner.
- Analyzing complaints to identify patterns and implement corrective actions.
- Distributing product updates to keep the team informed about the latest changes.
- Providing comprehensive product training to new team members for a smooth onboarding experience.
- Participating in onshore calls to coordinate and align with stakeholders.
Quality Analysis
Tata Consultancy Services
Kolkata
01.2014 - 06.2018
- Audited accounts processed by associates in the utility domain (N-POWER).
- Prepared and maintained all quality-related data for process improvement.
- Suggested action plans to enhance and control quality scores.
- Conducted Root Cause Analysis (RCA) and maintained a defect log to identify process issues.
- Led brainstorming sessions to generate ideas for process improvements.
- Organized refresher training sessions for bottom-quartile performers to enhance performance.
Specialist Trainer
Aegisglobal Ltd, an Essar Enterprise
Kolkata
11.2010 - 12.2013
- Designed, developed, and delivered soft skills and process training programs.
- Assessed, certified, and reported on learner performance to ensure training effectiveness.
- Maintained training quality through call monitoring (barging/side-jacking).
- Prepared and circulated weekly reports on gaps identified during call monitoring, along with corrective actions taken.
- Analyzed operational training requirements for both new and existing processes.
- Conducted Training Needs Analysis (TNA) to identify skill and knowledge gaps.
- Collaborated with clients and transition teams to plan and implement process training for migrations.
- Developed training content, including refresher courses and pre-process modules.
Customer Service Executive
Aegisglobal Ltd, an Essar Enterprise
Kolkata
01.2009 - 11.2010
- Responded to inbound calls to assist customers with telecom product queries.
- Managed customer escalation calls with professionalism and efficiency.
- Handled inquiries from dealers and retailers, ensuring seamless communication.
- Provided instant solutions while addressing and resolving customer objections.
- Consistently met performance targets, including Average Handling Time (AHT), Customer Satisfaction (CQ), and Issue Closure Efficiency (ICE).
Education
Bachelor of Arts - Bengali
Calcutta University
Kolkata, India01-2007
Associate of Arts - Arts Education
West Bengal Council of Higher Secondary Education
Kolkata, India01-2004
Secondary Education - All Subjest
West Bengal Board of Secondary Education
Kolkata, India01-2001
Skills
- Structured Query Language expertise
- Experienced in advanced Excel modeling techniques
- Collaborative training
- Timely escalation response
- Issue resolution analysis
- Stakeholder relationship management
- Process optimization
- Strategic issue resolution
Certification
- I am a certified SQL expert from Udemy
- I am a certified advanced excel expert from Udemy
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Workflow Specialist.SGB BFSI PLATFORM UK&E 1.2
Tata Consultancy Services
07.2018 - Current
Quality Analysis
Tata Consultancy Services
01.2014 - 06.2018
Specialist Trainer
Aegisglobal Ltd, an Essar Enterprise
11.2010 - 12.2013
Customer Service Executive
Aegisglobal Ltd, an Essar Enterprise
01.2009 - 11.2010
Bachelor of Arts - Bengali
Calcutta University
Associate of Arts - Arts Education
West Bengal Council of Higher Secondary Education
Secondary Education - All Subjest
West Bengal Board of Secondary Education
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