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Pooja Bhise

@poojabhise

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Quality Analyst at EC-Council who improved outbound workflow handling efficiency by 15–20%.

India

Message

At EC-Council, I lead quality operations for an outbound sales function, coordinating audits, data reviews, reporting, and performance discussions. I built and maintain Advanced Excel MIS dashboards for KPI tracking and operational reviews, and redesigned workflow steps to improve handling efficiency by 15–20%.

At WhitehatJr., I supported quality operations for a 120+ agent team and built MIS reports and trackers that reduced manual reporting time by approximately 40%. Earlier, I worked in customer service and operations at Concentrix—JPMorgan & Chase, Maersk Shipping, Tata Communications Ltd., Wipro, and Axis Bank.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager - Quality Analyst

Current

EC-Council

Apr 2022 - Present (4 years 6 months)

Lead quality operations for an outbound sales function, coordinating audits, data reviews, and reporting. Built advanced Excel MIS dashboards and improved team handling efficiency by 15-20%.

Excel Pivot Tables V Lookups Conditional Formatting MIS Dashboards data review Reporting Stakeholder Coordination Process Improvement KPI Tracking Quality Assurance Sales Operations

Quality Analyst - Operations

Whitehat Jr.

Jun 2020 - Apr 2022 (1 year 10 months)

Supported quality operations for a 120+ agent outbound team, auditing 70-80+ calls per day. Built MIS reports and operational trackers, reducing manual reporting time by approximately 40%.

Quality Assurance Call Auditing MIS Reporting Operational Trackers Workforce Planning SOP Documentation Coaching Performance Improvement Excel Data Analysis

Customer Service Executive

Concentrix

Sep 2019 - Jun 2020 (9 months)

Handled high-volume inbound customer operations for a US banking account, resolving queries while meeting FCR, AHT, and SLA requirements. Maintained 100% SLA compliance during tenure.

Customer Service Inbound Calls Banking Operations SLA Compliance FCR AHT Coaching Issue Resolution

Process Expert - Operations

Maersk Shipping

Jan 2017 - Dec 2018 (1 year 11 months)

Managed operations processes, ensuring efficient workflow and coordination. Supported process improvement initiatives and maintained operational standards.

Operations Process Improvement Coordination Reporting