Tania Ghosh
Kolkata
Summary
Versatile and results-driven professional with over 10 years of progressive experience spanning customer service, financial operations, sales, business development, and global trade compliance. Currently excelling at Amazon as a key contributor to the GTS, GSRC Team, specializing in export classification, RCA, and operational process improvement. Demonstrated strength in analyzing root causes, building SOPs, and driving global expansion initiatives, including the successful development of the RRM Repository used by teams worldwide.Known for my deep-dive mindset, people-centric approach, and ability to balance detail with big-picture thinking, I am now ready to transition into a broader strategic leadership role—blending compliance expertise, process management, and stakeholder collaboration to drive measurable business impact.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Associate – Global Trade Services (GTS), GSRC
Development Centre Pvt. Ltd.
Bangalore
06.2020 - Current
- Assigned ECCN codes to ASINs, utilizing product data and compliance policies for global marketplaces.
- Ensured adherence to U.S. Export regulations, including ITAR, EAR, and PGA requirements.
- Contributed to export RRM team transition based on high-quality delivery and analytical skills.
Process Executive (Client: Axis Bank)
Genpact India Pvt Ltd
Bangalore
02.2019 - 06.2020
- Provided dedicated customer support to high-net-worth individual (HNI) clients of Axis Bank, resolving queries related to account operations, transactions, and premium financial services.
- Ensured personalized, confidential, and high-quality service, aligning with the expectations of premium clientele.
- Handled fraud and dispute resolution processes for premium credit card holders, managing charge back cases, unauthorized transaction investigations, and dispute escalation tracking.
- Conducted restricted party screening (RPS) and compliance validations in accordance with RBI and internal regulatory frameworks.
- Acted as a key liaison between HNI customers and internal Axis Bank departments to resolve service requests and escalations effectively.
- Consistently achieved SLA targets, focusing on customer satisfaction, first-contact resolution, and compliance-driven service quality.
Deputy Manager of Customer Service
Deputy Manager – Branch Banking (HNI Portfolio)
Bangalore
08.2018 - 01.2019
- Managed a portfolio of high-net-worth individual (HNI) customers, with a focus on increasing branch-level engagement and delivering tailored financial solutions.
- Participated in relationship-building initiatives, such as client meetings, wealth management discussions, and service recovery calls, to enhance trust and customer retention.
- Supported customers with a range of financial products, including mutual funds, life and general insurance, demat accounts, and savings accounts, ensuring their needs were aligned with product offerings.
- Contributed to short-term revenue growth by identifying high-potential clients, and working to increase wallet share through cross-selling and upselling strategies.
- Played a role in helping the branch meet sales and service KPIs, while maintaining strong compliance and customer satisfaction standards, despite the brief tenure.
Customer Service Expert
ICICI Prudential Life Insurance (Branch)
Kolkata
07.2017 - 05.2018
- Delivered comprehensive customer service support for insurance products, emphasizing financial compliance and KYC verification.
- Managed death claim settlements with precision, ensuring timely disbursements and sensitive documentation handling.
- Provided expert guidance on insurance plans, premium payments, and investment benefits to customers.
- Cross-sold financial products to enhance customer portfolio value and facilitate informed decision-making.
- Addressed investment-related queries from walk-in and policyholder customers, fostering trust and loyalty.
- Ensured adherence to laws, regulations, policies, and procedures in all operations.
- Resolved customer complaints through phone, email, or in-person interactions efficiently.
- Analyzed customer feedback data to identify trends and improve service delivery.
Business Development Exe (Microsoft Dynamics ERP)
Sharobi Technologies Pvt Ltd
Kolkata
06.2016 - 06.2017
- Spearheaded marketing and sales initiatives in the enterprise technology space, supporting top-line growth and market expansion.
- Engaged in lead generation via cold calling, email campaigns, and database research to support the BD/Sales team in client acquisition.
- Identified and qualified potential clients from internal and third-party databases; maintained detailed CRM records for tracking outreach and responses.
- Scheduled and coordinated telephonic and in-person meetings with CXOs and decision-makers, ensuring seamless handovers to on-site sales representatives.
- Ran multiple B2B marketing campaigns concurrently, focusing on account mapping, prospecting, and nurturing corporate leads.
- Assisted with the demo setup by collecting client requirements and aligning technical teams to showcase solutions effectively.
- Managed upselling of ancillary services, and handled renewals of existing accounts, contributing to client retention and recurring revenue.
- Maintained a consistent pipeline by using varied prospecting techniques and achieved individual and team sales targets.
Sales Representative Intern
Joy Majumder & Co.
Kolkata
12.2012 - 07.2013
- Supported the successful launch of Arpita AGRO PRODUCTS’ sub-brand "Nimyle," contributing to digital marketing, branding, and market positioning strategies.
- Assisted in building online visibility and brand recall, which helped establish Nimyle as the top revenue-generating product for the company.
- Collaborated with cross-functional teams to execute targeted campaigns and promote the product across digital platforms, resulting in strong initial adoption, and sustained growth.
Education
B.Com - Financial Accounting And Marketing
University Of Calcutta
Kolkata08-2014
Skills
- ECCN classification
- Export compliance
- Restricted party screening
- Regulatory adherence
- Customer support
- Relationship management
- Dispute resolution
- Communication skills
- Problem solving
- Process improvement
- Research
- Investigation techniques
- Risk level determination
Affiliations
- Process improvement and mentorship: passionate about knowledge sharing and enabling team growth, mentored new WW team members during Amazon’s RRM expansion
- Digital Branding & Product Launch Support: Contributed to branding and digital marketing for Nimyle (Arpita Agro Products), a top-performing product today.
- Learning & Development: Actively engage in learning about global compliance, supply chain innovation, and leadership development through webinars and self-study.
- Content Writing & Communication: Known for strong written communication—crafted RCA documentation, SOPs, and process training materials.
- Volunteer Activities: Participate in local awareness campaigns focused on mental health support and family caregiving.
- Personal Interests: Reading personal growth literature, exploring data visualization tools, and engaging in mindfulness practices to maintain work-life balance.
Accomplishments
- 🏆 Best Customer Expert – Genpact (Axis Bank Process)
Recognized for consistently delivering exceptional service to HNI clients and resolving high-priority queries with empathy and efficiency. - 🏆 Problem Solver Award – ICICI Prudential Life Insurance
Awarded for handling sensitive death claim settlements with compassion and for providing clear financial guidance to customers, ensuring high satisfaction.
Certification
- 3DS Max 6.0 – Completed training in 3D modeling and design (ARENA Multimedia)
- IT Wizard Programming & Productivity Tools – NIIT
- NISM Certified – Series V – Mutual Fund Distributor Certification (SEBI Regulated)
- Business Analytics Certification (In Progress) – Edureka
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Bengali
Intermediate (B1)
B1
Timeline
Sr. Associate – Global Trade Services (GTS), GSRC
Development Centre Pvt. Ltd.
06.2020 - Current
Process Executive (Client: Axis Bank)
Genpact India Pvt Ltd
02.2019 - 06.2020
Deputy Manager of Customer Service
Deputy Manager – Branch Banking (HNI Portfolio)
08.2018 - 01.2019
Customer Service Expert
ICICI Prudential Life Insurance (Branch)
07.2017 - 05.2018
Business Development Exe (Microsoft Dynamics ERP)
Sharobi Technologies Pvt Ltd
06.2016 - 06.2017
Sales Representative Intern
Joy Majumder & Co.
12.2012 - 07.2013
B.Com - Financial Accounting And Marketing
University Of Calcutta
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