Rubina Parveen
Customer Support Team Lead
at Writer Business Services Pvt. Ltd
Kolkata
About
Experience
Team Leader BPO
Writer Business Services Pvt Ltd
Sep 2020 - Nov 2025 • 5.2 yrs
Operations and Customer Support Lead with 7+ years of experience in Financial Services, BPO, and Credit Operations. Strong background in managing SLA-driven processes, customer experience (CSAT), quality, attrition, and documentation accuracy. Experienced in supporting lending and back-office operations, coordinating with compliance and risk teams, and working with UK/International stakeholders. Proven ability to lead teams, improve process efficiency, maintain high right-first-time standards, and deliver results in fast-paced environments. Actively seeking Operations / Customer Support Lead or Lending Operations roles across metro cities in India.
Process Associate
Writer Business Services Pvt Ltd
Oct 0218 - Sep 2020 • 1803.1 yrs
Working as quality checker, dealing with team members to ensure the betterment of work.
Education
EMBA
Operations Management
ISBM
Executive MBA in Operations Management with emphasis on service operations, process optimization, quality and performance management, and leadership. Key subjects included Operations Strategy, Business Analytics, Project Management, Supply Chain Management, and Organizational Behavior. Developed strong analytical, problem-solving, and decision-making skills applicable to BPO and corporate operations environments.
Bachelor of Commerce - B.Com
Accounting and Finance
West Bengal State University, Berunanpukuria
Studied core subjects including Financial Accounting, Corporate Accounting, Cost Accounting, Business Economics, Auditing, Taxation, and Business Law. Developed a strong foundation in accounting principles, financial analysis, documentation accuracy, and compliance. Completed coursework focused on practical business applications and analytical problem-solving relevant to financial services and operations roles.