Puja Deb Email & Phone Number

Hyderabad, Tg, In

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Hyderabad, Tg, India

Hyderabad Area, India

Ensuring that 500 active users were reserving their sessions on a daily basisManaged to bring the retention rate to 42 out of 50% (target) in a span of 6 monthsPromoted 20 facilities in all the social media platforms increasing the footfall by more than35%Conducted 6 events in Hyderabad with a turnover of an average of 27 users per event tohelp build the communityReducing the number of inactive users from 375 to 265 (29%↑) in a span of 6 monthsContributed to increasing the pass utilization from 7% to 22% based on the sessionscustomers are liable to attend

Hyderabad Area, India

Managing reports for the operations related transactions happening in HyderabadPreparing reports on Market Research for the customer data and tallying it with the previous month's data also planning the business strategy for the upcoming monthsMaintaining records of all the work that is done on a daily basisAlso worked on escalated queries which can improve the product experience

Hyderabad Area, India

Manage 43 operators for Gmail inbound and Zipit and over 130 operators for other processes(G+, Harmonia, Neighborly, Drive, and Apps)Weekly, Monthly, and Quarterly Business Review Reports that would summarize the performances and make recommendations for the next week/month/quarterProven track record of observing and reporting spike to PGM’s with the accurate details and hourly follow up on the status of the incoming volumeMaintain good working relationships with engineers and Analysts from global offices whichhelps in sharing best practices and addressing tool issues on priorityMaintaining monthly 1:1 feedback tracker to understand the gap and figuring out possible attritionGmail Inbound Operations:Prompt reporting of a spike(50% - 200%) in the incoming volume to the PGM’s and ensuring the cleanup of the volume without any impact on SLA’sProviding workaround for cases in case of missing information from the tool which was well received by FTE’sArranged and provided two-day Analyst sync for global FTE’s which was well received and appreciated by PGM’sReduced the TPH from 90 to 60 to reduced utilization to ensure ops are comfortable in achieving the targets along with high accuracyZipit Operations:Increased utilization percentage to >100% and met TAT target of 98% within 2 weeks of joining as a Team LeadWorked with Accenture team to help them cleanup cases on Child Sexual Abuse and Pedophilia over a total volume of ~10000 cases with 11HC on urgent request by PGM without any impact on SLA’sHave worked on automating Network Spam and star rating reviews with no content Maintaining more than 100% utilization and no SLA misses for CWS and play clients

Hyderabad Area, India

To analyze and interpret user data input on Google Maps and identify the relative dataabsoluteness for 100+ CountriesCuration of existing databaseIdentify the cause of data failures and rectify the errors stepwiseMaintain and improve user experience by constantly updating relevant teams on error observations and control measuresEnsure that the work is cleared before the day to maintain overall turnaround timeEnsure that the assignments for the team updated SoBAlso,Working as a Quality check to achieve the production and quality of work allocated ondaily basisTo train the team members on updated policiesIdentified & mentored ops from floor to help them step up to the next levelActive involvement in recommending improvements and simplifying workflowDemonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral businessManage and handle customer escalations and service deliveryBackup Team lead managing operations and ensuring no SLA misses in the absence of TeamLead

Hyderabad

Worked as an Analyst to achieve the production and quality of work allocated on a dailybasisTo maintain a tracker to assess the performance of each team member and share it with thelead on weekly basisTo work on evals and guide the pilot teams on how to proceed with each evals

Bachelor Of Technology (B.Tech.), Civil Engineering

Activities and Societies: Dance Competitions

10Th Pass Out, 1St Div

Activities and Societies: extempore speech, Drama, Debate, Dancing, Tennis, Reading