SUBARNA CHOWDHURY

1st Stage BTM Layout, Bangalore | +918697768811 | subarnochowdhury@gmail.com

Dynamic individual with rich 5+ years of rich experience in BPM, Project Management and Customer Success.
Proven skills in Team Building, Performance Management & Review, Outlier Management, Shrinkage Control and
Project Delivery. Focused on project ramps and client engagement, have been a part of multiple international
business units.

EXPERINCE

Concentrix (Formerly IBM Daksh) | 2018-2019

Associate | Operations | Kolkata

As a Process Associate, I have been a part of a Domestic business unit which catered to the large customer base
of the Indian automobile giant – Maruti Suzuki (Arena). Aligned to CRM line of business, I was mostly handling
dealership escalations through calls and email. In addition, I was also actively a part of the Lead Management
team.

With proven skills and outstanding deliveries, I was promoted to a Sr Associate and was aligned to the pilot batch
for a business ramp. I was then handling the premium section of the customer base, called the NEXA. This role
demanded excellent objection handling and escalation handling skills.

Tata Consultancy Services | 2019 - 2020

Information Processing Specialist | Kolkata

I was a part of an international business unit which was ramping up from scratch, catering the 5 million customer
base of an Australian telecom giant – OPTUS.

Trained in both technical and non-technical support, I was assigned to handle real time escalations through chat.
The key deliveries were NPS and SLA Management. Directly collaborated with off-shore stakeholders to ramp up
the account from a mere 50-seater to 600+ seater over a year. I was then moved up higher to support
performance outliers, helping me understand BQM (Bottom Quartile Management).

Tata Consultancy Services | 2020 - 2022

Team Leader | Kolkata

With outstanding delivery in BQM and SLA Management, I was then promoted as a Team Leader in operations. I
started off by handling a team of 12 associates from multiple line of businesses. With gradual growth in delivery
and stats, I started handling larger teams with additional responsibilities. I was also co-leading GROWTH portfolio
for the entire site and this role included direct interactions with off-shore clients and competing vendors across the
globe.

I was also very familiar with database tools like Tableau and Salesforce.

Tata Consultancy Services | 2022 - 2023

Operations Lead | Bangalore

Later in 2023, I moved to Bangalore to explore much more competitive and growing platforms. I spent a little time
working in an IT account which developed and maintained an application used by the Government of Karnataka.
 As an Operations lead, I was handling a span of 3 teams, L2 Support, DBA and Development. My key delivery
was performance management and review, client review, project planning and SLA Management.

Alorica Inc | 2023 - Present

Assistant Manager | Bangalore

I got an opportunity to associate in another international business unit which was planning to ramp up from a mere
250-seater to a whooping 1500+ seater. Catering to the world’s largest e-commerce player, Amazon – we ware
currently catering to the customer base located in the United States. From escalation handling to logistics,
customer relationship to order solutions – we cover it all.

I’m now handling a team of more than 20 associates from different skillsets. My key deliveries are Shrinkage,
Attrition, Customer Metrices and other productivity oriented KPIs. In addition, I’m also responsible for transiting
newly hired resources to production through product and process training to ensure effective certification.

Additional deliveries are, RTA and BQM.

EDUCATION

August’2017
Bachelor of Commerce (Hons), University of Calcutta

December,2015
Foundation, Institute of Cost & Management Accountants of India

ACHIEVEMENTS

• RNR Best Performer of Q2 (2019 - Concentrix)

• Best Performer of Jan’20 (2020 - Tata Consultancy Services)
• Outstanding Performance in Sales Optimization (2021 - Tata Consultancy Services)
• Special Initiative Award (2022 - Tata Consultancy Services)

SKILLS

• Project Planning & Delivery

• Team Handling
• Performance Management & Review
Shrinkage & Attrition Control