Open to opportunities

Pauline Samson

@paulinesamson

Business operations professional with 10+ years driving stakeholder engagement, logistics oversight, and process improvements in high-volume settings.

India

Message

What I'm looking for

I’m looking for a performance-driven environment where I can own stakeholder coordination and high-volume operations, deliver escalation-free execution, and continuously improve processes with strong documentation, dashboards, and measurable outcomes.

I’m a business operations professional with 10+ years of experience supporting stakeholder coordination, leadership meetings, and logistics management across corporate and service environments. I currently operate in a performance-driven global outsourcing setup supporting a leading UK retailer, where I deliver high-volume case management, escalation resolution, and process excellence.

In my current role, I manage 50+ daily engagements within strict SLA and quality standards. I oversee end-to-end Home & Furniture order lifecycle—coordinating deliveries and returns—and work closely with logistics teams to ensure seamless large-item execution while keeping documentation and communication accurate.

Previously, I led stakeholder and operational engagements by coordinating 40+ academic and partner interactions annually and managing event logistics for 300–1500 participants. I improved execution timelines by ~20% through structured workflows and later streamlined administrative processes—reducing delays by ~15%—through better documentation, scheduling, and leadership reporting.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advisor

Current

EXL Service

Sep 2025 - Present (9 months)

Manage 50+ daily customer engagements within strict SLA and quality standards, overseeing the full home & furniture order lifecycle including deliveries and returns. Coordinate with logistics for large-item execution and resolve escalations with accurate documentation and communication.

SLA Management Customer Escalation order fulfillment Logistics Coordination Documentation Returns Management Quality Assurance

Business Development & Operations Lead

MinervaSkills Private Limited

Jan 2021 - Aug 2025 (4 years 7 months)

Coordinated 40+ stakeholder engagements annually with academic institutions and partners, supporting leadership meetings through agenda preparation, presentations, and structured documentation. Managed event logistics for workshops (300–1500 participants) and improved execution timelines by ~20% through workflow structuring.

Stakeholder Management Event Logistics Structured documentation Cross functional Coordination Process Improvement

Administrative Coordinator

Vijaya School of Excellence

Dec 2019 - Mar 2021 (1 year 3 months)

Coordinated 100+ annual stakeholder interactions, including meetings and admission processes, managing documentation, scheduling, and leadership reporting. Streamlined administrative workflows to reduce delays by ~15%.

Stakeholder Management Admissions Support Scheduling Documentation Management Administrative Operations Process Optimization

Senior Customer Service Representative

ExpertSource Global Services

Jan 2017 - Jan 2018 (1 year)

Managed client accounts while ensuring compliance and maintaining performance reports. Handled escalations to support service delivery and client satisfaction.

Client Account Management Customer Service & Compliance Escalation Handling performance reporting Service Delivery

Store Manager

Burlingtons of Bombay

Jan 2016 - Jan 2017 (1 year)

Oversaw retail operations, coordinating with vendors to support store execution and service delivery. Managed budgeting responsibilities to control costs and maintain operational continuity.

Retail Operations Vendor coordination Retail Execution Cost Control Team Support Customer Relations

Customer Relations Coordinator

Altisource Portfolio Solutions

Jan 2015 - Jan 2016 (1 year)

Served as a liaison between clients and internal teams to support communication and coordinated resolution. Managed coordination activities to ensure timely internal follow-through and client updates.

Client Liaison Customer Relations Cross functional Coordination Communication Management Escalation Support Coordination Service Coordination