1. Deoborshi Ghosh
Tel.: (Mobile) +91-9051033399
E-mail: rishi4ever_ghosh@yahoo.co.in
To serve with an esteemed organization where I can attend challenging assignment with all
the sincerity honesty and dedication. Priority is to be given to finish the job within the
scheduled time frame. It will be an immense satisfaction for me to bring innovation and
creativity in my work, which can provide simultaneously my company a great benefit.
Career Precise
- A result driven professional with a total of 8.5 Years experience in Operations Management,
Reporting, Customer Service and Team Management.
- Currently associated with HDFC Bank.
- Deft in imparting Operations functional knowledge to all the employees of the organisation.
- Possess significant leadership experience resulting in better financial performance and enhanced
systems for higher performance of the team.
- An effective communicator with excellent relationship building & interpersonal skills.
CORE COMPETENCIES
Operations Management
- Initiating pro-active steps for resolving the customer complaints with proper inter-departmental
coordination with 0% escalations and 100% service quality maintenance.
- Scrutinizing the proposals inward, data entry and cases which are awaiting for resolutions
- Managing the Employee databases and there Authorization approvals
Documentation / SOX Reporting
- Maintaining daily & monthly SOX reports for SOX Audit.
- Drafting Query Logs for registering complaints.
- Introducing Daily Activity Report to know the output of every team member & improving it.
Client Servicing

2. - Introducing complaint register and maintaining the date of receipt of complaint, mode of receipt of
complaint, nature of complaint, customer details, action taken and TAT.
- Building and maintaining healthy business relations with customer, enhancing customer satisfaction
matrices by achieving delivery & service quality norms.
- Co-ordinating with head office / customer / bank for resolving customer complaints.
- Supervising customer service operations for rendering and achieving quality services; providing first
line customer support by answering queries and resolving their issues, ensuring minimum TAT.
- Assessing feedback, evaluating areas of improvements and providing measures for improvements.
- Escalating the complaints to the higher authority for resolving it as soon as possible.
Team Management
- Leading & managing a team and ensuring the smooth flow of operations activities.
- Allocating work depending on the flow of proposal.
- Ensuring the error% is maintained ‘0’ level.
- Handling the job rotation and updating the operational guidelines & product knowledge for the team.
Organizational Experience
HDFC Bank (2013 September- Present)
Key Highlights:
- Responsible for Wholesale Banking Operation Process of Clearing House – HDFC Bank
Kolkata
- Responsible for the management of a team of personnel and trained them on banking
operations.
- Controlling discrepancies of the customer and resolving them within stipulated TAT.
- Maintaining daily SOX reports and all documents for audit purpose.
Genpact (2008- 2013 September)
Key Highlights:
- Responsible for Operation Process of Vendor Management – Reeds Elsevier
- Responsible for the management of a team of personnel and trained them on lean and
processes of the Book Production industry.
- Controlling discrepancies of the customer and resolving them within stipulated TAT.
- Maintaining daily SOX reports and all documents for audit purpose.
- Providing training to the new hired related to the Vendor management process
Significant Achievements:
Completed online trainings from Harvard School of Management in Stress Management, Change
Management, Process Improvement, AP Manager and AP Expert.

3. - Completed projects in Vendor management and Vendor Clean Up for Reeds Elsevier.
- Owner of Royalty Management for Editors & Authors
Worked as an Assistant Accountant in Apollo Gleneagles Hospital, Kolkata (2007-2008)
Key Highlights:
- Handling customer complaints and ensuring continuous interaction with the customer to make sure
that area of concern can be worked upon for improved service levels.
- Maintaining all the Inpatient billing and handling Cash.
Significant Achievement:
- Responsible to handle all the High dues and low deposits for all the Inpatients in the hospital
Previous Assignment
Worked as an Assistant Accountant in Apollo Gleneagles Hospital, Kolkata.
Worked as a Process Developer in Genpact, Kolkata.
Academia
SL.NO COURSE BOARD/
UNIVERSITY
SCHOOL/ COLLEGE
1. B.COM (HONS) CALCUTTA
UNIVERSITY
THE BHAWANIPUR EDUCATION
SOCIETY COLLEGE
2. COMMERCE I.S.C
(DELHI BOARD)
THE BHAWANIPUR GUJARATI
EDUCATION SOCIETY SCHOOL
3
4.
TOEIC
PGDB&F
ETS
PUNE
NIIT
SYMBIOSIS
Professional/technical qualifications
Completed Industrial Computer Accountant Degree from ICA
Completed Personality Development Programme From (ICA).

4. Completed MS Office, Oracle, Tally, Fact, Ace from the Institute Of Computer Accountants.
Pursuing Post Graduate degree in Banking and Finance from Symbiosis
Personal Dossier
Date of Birth: March 19, 1985
Address: 29A/H/22, Rakhal Das Auddy road
Kolkata-700027
Linguistic Capability : English, Hindi & Bengali.
HOBBIES & EXTRA-CURRICULAR ACTIVITIES: Reading Books, Playing Chess, Cricket.
PROFESSIONAL REFERANCES: BHASKAR GHOSH, CHIEF MANAGER (MARKET, LICENCE)
THE KOLKATA MUNICIPAL CORPORATION.
Current CTC: 4.5 Lac
Salary Expectations: Open for discussion.