Supreetam Ganguly

Supreetam Ganguly Contact# - Email:- Career Summary: Astute and enthusiastic professional with 14 years of experience in Corporate & Start-up handling Transition/Migration, Customer Service, Talent Acquisition, Credit & Collections, Order Management (Cloud Services), Learning & Development. Instrumental in reduction of operating cost by maximizing process efficiency SKILLS & COMPETENCIES Effective communication & strong interpersonal aptitude Possess coaching & mentoring experience in Customer Service, Collections, Order Management & Client Relation environments. Encourage creativity & innovation on day to day operational model High on ownership & personal drive Planning & organizing periodic trainings & internal projects to achieve goals Possess ability to manage multiple priorities Strong on analytical problem solving PROFICIENCY FORTE Off-Shore Business Management Transitioned Order-to-Cash process from Client location, participated in change management along with the Business Engagement leaders Instrumental in setting up the process within the prescribed timeline by liaising with Recruitment, Information Technology & Training teams ensuring a seamless process set up Actively participate in knowledge transfer, frequent liaison with client & Business leaders to review daily project progress Enabling Performance: Design a training structure that caters to organizational needs & expectations Create, update & deliver training sessions, formulate assessments to gauge effectiveness Design training programs based on the hierarchical skill set levels Performance management through periodic evaluation & coaching/feedback Sales Support & Stakeholder Management Regular interaction with Global Sales/Partner teams to assist them on order submissions, approvals & procedures Liaison with Invoicing, Credit & Collections teams to discuss workflow & operational issues Work with Global Process Owners to update the operating procedures for easy & updated references Credit/Collections & Retention Analyze customer’s payment trend/behavior & strategize a payment plan to retain customers Set up a robust call centre operation and prioritize calling through intelligent dialing strategy Define customer cohorts based on their previous repayments & frame electronic reminder frequency/intensity accordingly (email/SMS/robocall/push notifications etc.) Team Management Mentor & motivate team/s ensuring optimum performance Train team members to enhance their process knowledge & skills levels Resolve people issues by critical thinking & negotiation abilities Talent acquisition through recruitment drives & attrition control EMPLOYMENT CHRONICLE Simpl Pay Senior Manager - Learning & Development (Dec’16 till date) Key Responsibilities: Evaluate individual/organizational development needs, create & execute learning programs Implement learning methodologies, design e-learning courses & deliver Measure training efficiency through audits (random evaluation of customer interactions over phone & emails) Create process guidelines (operating procedures) & introduce tools for Operations, Training & Audits Amazon India Private Limited Manager –Risk Investigation Ops (May’15 – Mar’16) Key Responsibilities: Managed a team of Investigation Specialists & Team Leaders who investigate Buyer, Seller & Right Owner complaints on Amazon platform, take appropriate action as per tool suggestions & judgement in line with the laid operating procedure Plan employee engagement programs, provide leadership and administrative support to the teams, assist them meet Service Levels with the resources available for the day Participate in process improvement projects and deliver significant business impacts in terms of quality, productivity, training & customer experience Oracle India Private Limited Deputy Manager – Order Management (Apr’ 2012 – May’15) Key Responsibilities: Lead a global team of Analysts & Process Leads, responsible for auditing Cloud & On-demand contracts/orders, ensuring 100% adherence to the organization guidelines Assist global sales team with policy protocols & approval procedures for non-standard contract terms Represent the team’s achievements, improvement areas & action plans through quarterly Operations Review with the Senior Management team Identify training needs for the team, work with the trainers & review training modules periodically to ensure they meet operational goals IBM Global Process Services Assistant Manager – Credit & Collections (Jan’11 – Mar’12) Key Responsibilities: Successfully transitioned Credit & Collections process for one of the largest Publishing Company of North America in Jan’11 Managed a portfolio of 50 million dollars across North America Escalation management with specific action plans around it Participate in weekly call calibration/reviews with client for cash forecast, monthly credit exposure & business priorities from time to time Standard Chartered Bank Team Leader – Collections (Apr’08 – June’10) Key Responsibilities: Managed a Mortgage portfolio of 15 crores across South India High-net worth Portfolio Management and cross-sell/up-sell bank products to them Project monthly cash forecast based on portfolio inventory & historic collection trends Handle escalations in a timely fashion to strengthen customer relationship HSBC EDPI Customer Service Executive – Customer Service (Dec’04 – May’07) Key Responsibilities: Mentor new joiners by providing process refresher sessions at regular intervals & floor walk Monitor call quality & provide individual feedback Responsible for handling escalation calls & provide an effective solution to the customers ACCOMPLISHMENTS Successfully transitioned Credit & Collections process for one of the prestigious clients of IBM Reduced ~40% delinquency by introducing customer behavior-based dunning & proactive follow up Reduced transaction volume influx by 70% through Robotic Process Automation in Amazon Lean Projects: Improved process efficiency by removal of “non-value add” steps which curtailed the overall turnaround by 30% Introduced LMS at Simpl, transformed process knowledge evaluation & training from instructor lead to self-paced online program Introduced Quality measurement tool & evaluation metrics at Simpl ACADEMIC CREDENTIALS Academics School/College Board/University Completion Score in Percentage PGDBM Karnataka University Karnataka University Pursuing Yet to Receive BHM PESIHM Bangalore University 2004 71% 12th Std Ashutosh College West Bengal Board 2000 58% 10th Std Nava Nalanda West Bengal Board 1998 78% PERSONAL DETAILS Marital Status: Married Extra-Curricular Activities: Cooking, Fitness & Music Current Location: Kundalahalli Gate; Bangalore Preferred Work Location: Open References & other details: On request Place: Bangalore Supreetam Ganguly