Suman Ghosh

Experience

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  Wubol Pvt. Ltd.

  Oct 2009 - Mar 2013

  Sales Manager

  Developed business growth strategy focused on financial gain Administered in Space Selling and Database Selling in over 7 states of Eastern India Developed long-term relationships with new and existing customers

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  Accenture

  Jul 2013 - Jul 2016

  Senior Transaction Analyst

  Verified order line, prepared order reports on everyday basis, managed all shipment, responded to inquiries for all status order, resolved all customer issues and prepared efficient schedule for projects Prepared and updated various sales orders through SAP, Oracle 11i and SFDC Monitored and evaluated order issues and resolved discrepancies in production metrics and ensured accurate billing of bookings Performed troubleshooting on sales orders and identified and executed various enhancements to management process Managed communication with Sales Department order and processed all customer orders and shipment of products and ensured optimal practices for all processes Show less

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  Accenture in India

  Jul 2013 - Dec 2014

  Transaction Process Associate

  Offered e-mail support to the UK customers using SAP for utilities service provider. Documented major problems that the customers were facing with the products in large numbers and reported it to the concerned department Evaluated all weekly metrics and analyzed continuous improvement project and prepared reports for requests

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  BGRS

  Jul 2016 - now

  • Develop, create and implement quality processes and procedures as well as providingrecommendations for enhancing the quality program as needed.• Audit Inbound/Outbound calls, Ticket responses, Chat responses and provide accuratefeedback on areas of improvement.• Conduct refresher training, educate and mentor team members on quality trends.• Root cause analysis as per requirement and Handle calibration sessions.• Reviewing, updating and version controlling on SOP through TNI.• Work closely with the operations functions to achieve organizational goals.• Collaborate with internal teams to identify and implement workflow gaps and areasfor process improvement opportunities.• Provides mentoring, training and assistance to new and existing team members.• Compiles, analyzes and reports volumes and productivity to the management.• Contribute to continuous improvement activity within your team.Requirements:• Effective communication, Interpersonal skills, confident speaking skills and ability to dealwith diverse groups of people.• Must be able to effectively communicate and deal with stakeholders.• Must demonstrate the ability to work independently & drive business objectives in arapidly changing environment.• Comfortable with multitask, prioritization and time management. Show less Audit Inbound/Outbound calls, Ticket responses, Chat responses and provide accurate feedback on areas of improvement. Conduct refresher training, educate and mentor team members on quality trends Work closely with the operations functions to achieve organizational goals. Work independently & drive business objectives in a rapidly changing environment. Reviewing, updating and version controlling on SOP through knowledge articles. Responsible for mentoring, training, and assisting new and existing team members. Compiles, analyzes, and reports volumes and productivity to the management. Collaborate with internal teams to identify and implement workflow gaps and areas for process improvement opportunities. Develop, create, and implement quality processes and procedures as well as providing recommendations for enhancing the quality program as needed. Preparing dashboard report for quarterly global meeting Streamlining & automating day-to-day operations for efficiency and accuracy Show less Managing communication with all departments and processing all customer payments on time to ensure zero escalation from clients Preparing and updating various reports of on-hold and pending payments across the globe Monitoring all payment issues and resolving discrepancies in accounting metrics and ensuring accurate billing of all expenses claim Evaluating weekly metrics, analyzing all continuous improvement project, and preparing reports for all requests Strategizing workforce execution and contribution  Assisting in value-added management decision support, driving key business goals, identifying major trends and corresponding business issues Skills Providing monthly and quarterly reporting metrics and maintaining variance reporting Preparing dashboard report for quarterly global meeting Coordinating with cross-functional teams like Corporate Accounting Team, Internal Audit, Treasury and Tax Planning efficient systems & processes within the Finance Team that allow for rapid scale Streamlining & automating day-to-day operations for efficiency and accuracy Show less

  • Workforce Quality Analyst

    Jun 2022 - now

  • Workforce Quality Analyst

    Jun 2022 - now

  • Senior Finance Coordinator

    Aug 2016 - Jul 2022

  • Finance Coordinator

    Jul 2016 - Aug 2016
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  Sirva

  Aug 2016 - now

  Workforce Quality Analyst & Operations Lead

  Financial Coordinator offering over 9 years of experience in Operations, Customer Support, Financial Services, Vendor Management and Business Support Services in the sector of Relocating Industry.Managed & ensured successful completion of projects and events.Performed specialized tasks, managed a team of staff members and established relationships with vendors and freelance professionals.Coordinated and administered the financial records, systems, and processes of the organization.Maintained accounts, payroll and benefits, record-keeping, banking, insurance, and all related financial and office administration.Conducted ways to improve profitability and analyze markets for business opportunities, such as expansion, mergers, and acquisitions.Rich experience in Operations, Order Management, Order to Cash (O2C), Maintenance Contract Operations (MCO), Return Material Authorization (RMA), Sales Order Processing & Utility Operations (Electricity & Gas).Subject Matter Expert managed a team of 10 by arranging daily team huddle, giving valuable feedback to team, doing quality audit, RCA for escalation cases and preparing volume tracker report for pending & closed cases.Worked with complaints team, interacted with clients (UK & US) to bring the new process, to discuss about different KPI of the process and new process update. Show less