Poromaa Basu Mallick

I’m an Operations and HR professional with over a year of experience leading a 6-member team to manage customer and tutor support across live chat, email, phone, and web channels. I work across multiple regions, handling everything from pre-sales to post-sales, refunds, and PayPal dispute resolution.

In my current role as an Operations Associate (Team Lead), I lead day-to-day query resolution (10–20 per shift) and strengthen operational quality through QC audits, data validation, and standardized response templates using PhraseExpress for SLA compliance. I also spearheaded recruitment for 150+ tutor and subject-matter-expert hires—owning job postings, sourcing, screening, interview coordination, and improving Q&A content quality by 25%.

I’m currently pursuing an MBA specializing in Human Resource Management, building my long-term career around people operations and talent acquisition. I’ve contributed to product and process improvements too—helping drive a 35% reduction in average query resolution time and a 22% uplift in session-to-conversion rate through a Q&A platform UI/UX revamp.