Summary
Overview
Work History
Education
Skills
Languages
Reference
Timeline
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Debadrita Ganguly

Sydney,Australia

Summary

Snapshot: I am a hard-working, dedicated and confident person who has more than 7 years of experience in diverse fields, ranging from E-commerce to Edu-Tech industry. My personal and professional objective is to obtain a position that will enable me to use my organizational skills, educational background and interpersonal skills to understand and work with people. I want to gain knowledge and experience from every task I undertake.

Overview

8
8
years of professional experience

Work History

Test Center Administrator

Pearson VUE
01.2023 - Current
  • Comply with all testing procedures and strictly adhere to company policies using careful judgement
  • Check-in testing candidates, verify their identification and explain the exam process
  • Create cases for test taker via Service Direct
  • Proctor or invigilate candidates while test is underway
  • Review test schedule and prepare for candidate(s) including those who may have special needs
  • Understand testing needs and procedure for each client
  • Perform other administrative task as required along with a special check list for opening and closing the site
  • Troubleshoot with the internal department to fix technical issues while complying with all incidents reporting and escalation procedure.
  • Assisted over 50 students with test scheduling and materials.
  • Maintained confidentiality of test results.

Senior Program Coordinator and Relationship Lead

Pearson VUE
04.2017 - 09.2022
  • Managing email support for customer services for various IT clients including PTE, GMAT, Oracle, Facebook, Microsoft etc. globally
  • Prioritizing tasks and performing multi-tasking by creating cases, taking calls, assisting team-mates and replying to emails simultaneously
  • Handling team of more than 12 people for Quality Monitoring
  • Act as an escalation point for service-related problems
  • Act as a shift supervisor in managing staffing to ensure coverage across hours of operation
  • Also into client management, events handling and people management
  • Managing high level escalation coming from upper management
  • Providing second level customer service support to the Test Centers and Global Call Centres (24*7)
  • Engaging directly with clients to resolve issues during Proctored exams at client locations
  • Scrutinizing candidate IDs and documents in detail to detect fraud cases
  • Working on Service Direct to resolve the cases logged
  • Co-organizing Pearson exam awareness events and advise aspirants on different exams and admission processes
  • Collaborating with counterparts across the globe on a constant basis for timely issue resolutions
  • Managing data-sharing platforms for the team
  • Gaining extensive knowledge of global exams, admission procedures and prospective aspirants
  • Conducting training for New Joiners
  • Managing a team of 6 associates, offering second level support to the contact centre & test centre administrator in terms of exceptional approvals and escalations
  • Ensuring client reports are sent on time with complete accuracy and quality checks as well as managing escalations and queries
  • Conducting weekly/ monthly meeting with clients to discuss concerns and provide updates.

Associate Business Developer

Shopclues
10.2015 - 04.2017
  • Handled more than 100 Silver rated merchant accounts by developing their overall business
  • Scrutinize products for promotion through SEO
  • Promoting products on the website with maximum hits using Google Analytics
  • Enriched catalogue through competition mapping
  • Contributed around 15 percentage of GMV to the category
  • Helped with the business development of reputed brands (RedTape, Redchief etc)
  • Acted as Cluster Head for lifestyle category
  • Planned lucrative deals for the customers and managed vendor relationships
  • Worked closely with warehouses to solve issues between Vendor and Supply Chain regarding product replacements
  • Worked closely with campaign and marketing team to get updates on new call outs, Weekend Fashion Dose and campaigns
  • Followed-up with vendors for 100% fulfilment against all back to back orders and if the shortage is more than 2%, penalize the vendor as per the agreement terms
  • Handled sourcing for the category

Business Developer Associate

Jaro Education
02.2015 - 10.2015
  • Identified and generated potential prospective candidates who were mostly working executives from various industries
  • Met and counselled those prospective students

Education

MBA - Finance & Markrting

Jaipuria Institute of Management Ghaziabad UPTU
India
2015

Accounting And Business Management

St. Xavier’s College Patna
India
2012

XII -

St. Joseph’s Convent Patna, St. Karen’s High School
India
2009

Skills

  • Trained Project Management Professional (PMI-PMP)
  • MS Office
  • MS Excel
  • Windows Applications
  • Digital Marketing
  • Test Coordination
  • Testing Procedure Knowledge
  • Test Proctoring
  • Security Measures
  • Customer Experience

Languages

English
Full Professional
Hindi
Native or Bilingual
Bengali
Limited Working

Reference

Lei Zhang: Lead Test Center Administrator Pearson VUE, Australia

Timeline

Test Center Administrator

Pearson VUE
01.2023 - Current

Senior Program Coordinator and Relationship Lead

Pearson VUE
04.2017 - 09.2022

Associate Business Developer

Shopclues
10.2015 - 04.2017

Business Developer Associate

Jaro Education
02.2015 - 10.2015

MBA - Finance & Markrting

Jaipuria Institute of Management Ghaziabad UPTU

Accounting And Business Management

St. Xavier’s College Patna

XII -

St. Joseph’s Convent Patna, St. Karen’s High School

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Debadrita Ganguly