Tiyasha Poddar
Real time Monitoring Expert
Kolkata,West Bengal
Summary
A seasoned professional with a proven track record at Revolut, I excel in strategic planning, real-time monitoring, and enhancing operational efficiency. My expertise in data analysis and stakeholder management has significantly improved support team performance. Known for exceptional customer service and problem-solving skills, I consistently deliver results beyond expectations.
Overview
2
2
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Real Time Monitoring Expert
Revolut
Kolkata
10.2024 - Current
- Tracking the key metrics including average queue waiting time and backlogs, using Metabase dashboard , with required feedback to the operations teams.
- Monitoring compliance matters related to scheduling and also monitoring over 100 customer service agents to maintain Internal Adherence using Metis/Jove , and communicating requisite changes to the stakeholders and vendors.
- Recommending scheduling changes and acting upon them, while opening overtimes or shifting capacity between the tasks.
- Managing shrinkage with assistance to the workforce management team by controlling unplanned leaves ticket using JIRA.
- Analyze data using Looker and prepare daily shift reports and root cause analysis reports during Incidents for the operations team to oversee and understand for future reference.
Subject Matter Expert(Product Expert)
Revolut
Kolkata
04.2024 - 09.2024
- Helping the front-line support agents in the resolution of the most demanding and corner cases.
- Collaborating with other teams internationally in order to tackle the user related issues.
- Handling shift operations and have a direct impact on improving efficiency of the retail Support team.
- Sharing ideas by leading diverse projects: improvement suggestions as well.
- Working alongside A-players in an environment where everyone is a valuable team member.
Retail Support Specialist Trainer
Revolut
Kolkata
02.2023 - 03.2024
- Training and mentoring over 10 associates and providing Real Time support by analyzing and explaining patterns of tasks so they can learn about uses and implications of SOPs and tools.
- Provide shadowing for General and/or Vertical training when necessary.
- Always being available to help trainees with finding the correct flow/source/information.
- Provide detailed reviews of the New Joiners' chats.
- Making sure that the trainees are on time for the training and any scheduled meetings.
- Reporting any potential red flags identified during the Buddy Training to the internal Buddy Coordinators.
Education
Bachelor of Arts - BA English Honors
St.Xavier's University (Kolkata)
Kolkata 03.2019 - 03.2022
Skills
Customer Service Excellence
Stakeholder management
Operational Efficiency
Client Grievance Redress
Data Analysis and report writing
Capacity planning and forecasting
Escalation Management
Real time Monitoring & Scheduling
Strategic Planning & Execution
Customer Service Excellence
Accomplishments
- Emerged as the Top Performer for Quality Control during SMA 28 in Revolut.
- Emerged as the Top NPS Performer for Retail Account vertical in Revolut.
Certification
Foundations – Data,Data, Everywhere Credential
Timeline
Real Time Monitoring Expert
Revolut
10.2024 - Current
Looker-Basic
07-2024
Foundations – Data,Data, Everywhere Credential
06-2024
Subject Matter Expert(Product Expert)
Revolut
04.2024 - 09.2024
Retail Support Specialist Trainer
Revolut
02.2023 - 03.2024
Bachelor of Arts - BA English Honors
St.Xavier's University (Kolkata)
03.2019 - 03.2022
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