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About

Operations professional with 3+ years of experience across customer operations, banking processes, financial services, and team performance management. Proven ability to take ownership of KPIs, workflows, quality, escalations, customer experience, and operational execution in high-volume environments. Promoted to Team Leader within 4 months of entering production at Teleperformance and later selected for additional Team Coach / Communications Coach responsibilities at Concentrix. Strong at using performance data, frontline insights, structured processes, and coaching to improve execution. Seeking Business Operations, Product Operations, Customer Operations, Operations Analyst, or Customer/Technical Operations opportunities with product-led SaaS and technology companies.

Experience3

  1. Associate, First-Party Collections – American Express Process

    Dec 2025 — May 2026

    Radius Global Solutions

    Managed account and payment-related workflows in a metrics-driven financial operations environment, achieving or exceeding monthly performance targets. Applied defined workflows and service procedures while maintaining accuracy and compliance, and consistently monitored performance metrics to sustain productivity and quality.

  2. Representative, Operations – Banking Process (Inbound)

    Oct 2024 — Oct 2025

    Concentrix

    Handled checking-account transaction disputes using structured workflows and accurate documentation. Maintained data accuracy, compliance, and service-level efficiency, recognized for strong communication skills, and took on additional duties as Team Coach/Communications Coach to support peer improvement in communication and process adherence.

  3. Assistant Manager / Team Leader, Customer Care

    Apr 2022 — Jan 2024

    Teleperformance

    Promoted to Team Leader within 4 months for strong performance and leadership potential. Managed a team of 20–25 members overseeing KPIs, quality, attendance, and productivity trends to identify gaps and implement corrective actions. Designed and delivered training programs, coached team members, managed workforce activities, handled escalations, and collaborated on workforce planning and operational efficiency initiatives.

Education2

  • Post Graduate Programme in Management (PGPM)

    2023 — 2024

    ICFAI Business School, Mumbai

  • Bachelor of Commerce – Accountancy Honours

    2020

    Asansol Girls’ College, West Bengal