Susmita Roy
Kalyangarh,India
Summary
Highly experienced in business operations and management with focus on strategic planning and team leadership. Capable of driving business growth through innovative strategies and problem-solving skills. Committed to fostering positive work environment and delivering high-quality results.
Overview
10
10
years of professional experience
6039
6039
years of post-secondary education
Work History
Trust and Safety Associate
Accenture
Mumbai, India
04.2022 - 01.2025
- Reviewed, annotated, and categorized products to meet marketplace guidelines and regulatory standards.
- Verified product data for accuracy, ensuring proper presentation and compliance with marketplace standards.
- Provided recommendations to improve product listings, user experience, and client satisfaction.
- Collaborated with cross-functional teams to align product listings with business requirements.
- Maintained regular communication with clients to provide updates on project progress and outcomes.
- Assisted team members with process-related queries and challenging tasks to improve overall performance.
- Collaborated with team leads to meet quality requirements and supported the team in achieving above 95% quality targets.
- Collected and organized team data, such as attendance and metrics, for accurate reporting.
- Acted as a point of contact for quality initiatives and team engagement activities (Fun Spoc, ACA Spoc).
- Proposed and implemented process improvements, enhancing efficiency and accuracy.
- Served as a back-up Subject Matter Expert (SME), handling SME responsibilities during absences.
- Monitored team tasks and performance in coordination with the Team Lead, addressing performance challenges to improve outcomes.
Senior Life Planner
Tata AIA Life Insurance
Kolkata , India
01.2021 - 03.2022
- Worked as a senior life planner by managing sales of the various Insurance products
- Trained and guided new joinees by providing them with detailed KT of the process and resolving any queries faced by them during their work peroid
- Contributed to development and implementation of project management standards and procedures within organisation.
- Maintained accurate records of all planning activities for transparency and accountability.
- Negotiated contracts with vendors and suppliers, securing favourable terms and conditions.
- Managed project documentation, maintaining accurate and up-to-date records for future reference.
- Established and maintained clear project timelines, milestones and deliverables, keeping stakeholders informed of progress and potential risks.
- Managed multiple projects concurrently for enhanced business operations.
- Liaised with clients throughout the planning process, securing client satisfaction.
Business Development Executive
Prudential Infotech Ltd.
Kolkata, India
02.2020 - 12.2020
- Engaged with clients, addressing inquiries and ensuring prompt resolution of their concerns.
- Prepared and submitted comprehensive presentations to meet client and organizational needs.
- Organized and facilitated client meetings to discuss project requirements and progress updates.
- Conducted interviews for recruitment and data collection purposes, ensuring adherence to organizational standards
- Attended organizational calls to provide updates, gather information, and ensure smooth communication between stakeholders.
- Represented the organization during visits to ministry offices, fostering strong professional relationships and securing necessary approvals.
- Contacted and converted potential customers via telephone, email and in-person enquiries.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
- Trained new staff to efficiently manage sales pipeline.
Human resources executive
Trust-link Info-source
Kolkata, India
01.2017 - 02.2018
- Managed and led a team in an international voice process for SIM card sales, ensuring high performance and achieving targets.
- Acted as a consultant for multinational companies, handling outsourcing tasks, conducting interviews, and leading recruitment initiatives.
- Directed the HR team to deliver on key objectives effectively and on time.
- Developed and implemented succession plans to ensure smooth transitions in leadership roles.
- Recruited, hired, and trained new employees, enhancing team efficiency and maximizing profitability.
- Initiated wellness programs which led to improved overall employee health and well-being.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
Team leader
Airtel India
01.2016 - 12.2016
- Conducted lead generation, confirmation, and successful sales of SIM cards over the phone, achieving high conversion rates.
- Recruited customers from other network providers by effectively promoting and demonstrating additional benefits.
- Managed a high-performing team to drive revenue growth through consistent achievement of sales targets.
- Streamlined business operations by delegating tasks based on staff strengths, ensuring optimal productivity.
- Collaborated with cross-functional colleagues to address challenges and implement innovative solutions.
- Demonstrated strong negotiation and problem-solving skills to secure favorable outcomes in complex scenarios.
Team Leader and Business Manager
Vodafone India
10.2014 - 11.2015
- Managed and mentored a team of leaders to achieve organizational goals, ensuring effective coordination and communication.
- Strategized and executed sales plans, driving revenue growth by consistently achieving and surpassing targets.
- Conducted performance reviews, provided training, and motivated team leaders to enhance productivity and deliver exceptional results.
- Monitored key performance indicators (KPIs) to evaluate individual and team performance, ensuring alignment with business objectives.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Encouraged open communication, fostering a positive work culture.
- Introduced innovative solutions which maximised output without compromising quality.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement
Education
Bachelor of Arts - Philosophy
West Bengal State university
/2014 - 01.2016
Higher Secondary - Science
Kalyangarh Balika Bidyalaya (WBCHSE)
/2010 - 01.2012
Secondary Education -
Kalyaagarh Balika Bidyalaya (WBBSE)
Skills
- Quality Assurance
- Presentation skills
- Business administration
- Client servicing
- Negotiation proficiency
- Knowledge of regulatory standards
- Cross functional collaboration
- Knowledge of safety procedures
- Risk analysis
- Risk Assessment
- Social media advertising
- Customer engagement
- Technical communication
- Media relations management
- Customer service orientation
Accomplishments
- Got best employee award in Vodafone India for highest selling capability in entire zone.
- Got rewarded for highest sale in year 2014.
Personal Information
- Community: General
- Father's Name: Mr. Gobinda Roy
- Date of birth: 10/27/95
- Gender: Female
- Nationality: Indian
- Religion: Hinduism
Custom
I hereby declare that all the information made in this CV are true, complete & correct to the best of my knowledge.
Timeline
Trust and Safety Associate
Accenture
04.2022 - 01.2025
Senior Life Planner
Tata AIA Life Insurance
01.2021 - 03.2022
Business Development Executive
Prudential Infotech Ltd.
02.2020 - 12.2020
Human resources executive
Trust-link Info-source
01.2017 - 02.2018
Team leader
Airtel India
01.2016 - 12.2016
Team Leader and Business Manager
Vodafone India
10.2014 - 11.2015
Bachelor of Arts - Philosophy
West Bengal State university
/2014 - 01.2016
Higher Secondary - Science
Kalyangarh Balika Bidyalaya (WBCHSE)
/2010 - 01.2012
Secondary Education -
Kalyaagarh Balika Bidyalaya (WBBSE)
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