Anusree Deb
HR Operations & Employee Support Professional | Amazon DLS | Leave Management | HR Compliance | Employee Experience | Cross-Functional Collaboration | Customer Excellence
Greater Kolkata Area
6+ years of work experience
Jul 20242 yrs 1 moPresent
Kolkata, West Bengal, India
Project – Disability and Leave Services (DLS)
• Managed end-to-end LOA and disability cases in compliance with company policies and legal regulations.
• Served as the primary point of contact for employees throughout the leave lifecycle.
• Reviewed medical documentation and adjudicated cases as per federal/state laws and company policies.
• Collaborated with HR, Payroll, Benefits, Legal, and third-party teams for seamless case resolution.
• Handled sensitive employee cases and supported smooth return-to-work transitions.
• Maintained accurate case documentation, compliance, and timely system updates.
Mar 202210 mosDec 2022
❖ Troubleshooting and resolving the issues related to Campaign Manager 360 (CM360) -
one of The Google Marketing Platform Products.
❖ Technical troubleshooting of issues related to the standard, rich-media, mobile, and video (VAST) creatives, line items, tags,ad-serving, etc.
❖ Coordinating with other teams including Product Management/Specialists, Sales, engineering, and Ad Approval teams to achieve the highest level of customer satisfaction.
❖ Educating the customers on product usage mostly via emails/ chats.
❖ Coordinating with AMER/EMEA/APAC teams.
❖ Ensuring that CSAT, TRT, etc. Metrics meet the SLA targets.
❖ Escalating improvement/suggestion/ etc. under the client's direction to higher management.
Mar 20211 yrFeb 2022
❖ Handling the shipping and delivery division.
❖ Helping the company identify Delivery Partner concerns and work on troubleshooting the issues and providing resolutions.
❖ Guiding the delivery agents and assisting the customers, receiving their orders within the assigned timeline.
❖ Handling queries about pay-on delivery orders. Precisely payment-related queries.
❖ Effectively handling the last mile delivery queries by helping the company’s delivery agents to locate the customer’s address, access the customer’s details, and app or device issues.
❖ Assigned the subject matter expert (SME) role, and led a team of new hires to train them to go live on the floor.
❖ Conducting mock certifications for the new hires.
❖ Taking regular debriefs and coaching the new hires regarding their performance metrics and targets.
❖ Delivering WOW experiences for customers by addressing their concerns, identifying the unique process defects, and escalating them
SKILLS
Ability to work under time pressure.
Patience while dealing with a client's query.
Clear communication skills. Adapt to a multicultural environment.
Ability to use positive language.
Effective time management skills.
A calming presence.
AWARDS
Participated and presented a poster at the two days INTERNATIONAL CONFERENCE ST. XAVIER’S GLOBAL EARTH SUMMIT -II
in the year 2012.
Participated and made a Report on the visit to the STATE POULTRY FARM, GOVT. OF WEST BENGAL, TOLLYGUNGE, KOLKATA.
LANGUAGES
Bengali, English, Hindi, andTamil
to the concerned backend teams helping in improving the overall customer experience.
❖ Regularly taking suggestions and feedback from the customers to improve the product experience or the delivery service.
Jul 20191 yr 9 mosMar 2021
❖ Effectively understanding and addressing customer issues.
❖ Providing timely, accurate, and professional customer service.
❖ Assisting customers by managing orders and all other post-sales problems.
❖ Communicating the best possible solutions and alternatives to the customers through mail, chat, and phone.
❖ Demonstrating good interpersonal skills with a diverse customer base.
❖ Negotiating and de-escalation skills along with taking ownership of challenging situations.
❖ Maintaining metrics like RAP and CHT (call handle time) regularly and adhering to a daily schedule as assigned.
20181 yr 6 mosJun 2019
Kolkata, West Bengal, India
❖ Delivering sustainable solutions to customers about queries regarding requirements of Industrial and Medical Gases supply daily and meeting customer expectations accordingly.
❖ Seeking opportunities to provide value-added services and assistance to all the stakeholders of the company which not only includes the customers but also the vendors and the management for achieving business goals.
❖ Interacting with the customers daily and maintaining a healthy relationship increasing the business opportunities for the company.
❖ Coordinating with the Sales and distribution team for a well-coordinated supply of gases as per the requirement of the client in both the cases-like an emergency as well as a planned requirement.
❖ Managing the entire order management process in a timely and error-free manner.
❖ Taking care of both inbound and outbound calls making sure that the call service levels are maintained as this is directly linked to the
company’s reputation as well.
❖ Feedback surveys are carried out every month and an actionable plan is drawn against the feedback of the customer.
❖ In a span of one year, I have managed to handle customers from various regions across PAN India.
Feb 201710 mosNov 2017
Kolkata, West Bengal, India
❖ Provide administrative support to the UK Visa Office.
❖ Assess applications for UK visits by the general public for various
reasons like a family visit, education, tour, etc.
❖ Effectively manage own and team’s caseloads under time pressure and resource constraint.
❖ Meet all departmental standards as advised by the management of the section. This includes, but is not limited to code of conduct, client service standards, and record-keeping requirements.
❖ Prepare correspondence to clients and stakeholders.
Education
Postgraduate Degree, Labor and Industrial Relations
Bharatiya Vidya Bhavan's
Bachelor of Science - BS, Zoology/Animal Biology
Calcutta University, Kolkata
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