TANUJA GHOSH BORAL
Senior Manager, Customer Service
Chennai & Bangalore, India
Joined: 2012 (feels like yesterday!)
5+ years at Groupon is essentially 10 years at a “normal” company, but Tanuja clearly has made a home here and bleeds Groupon green to prove it.
Tell us something that might surprise us about you.
I love listening to ghazals of Jagjit Singh and gambling in casinos. 🙂
What’s your favorite Groupon memory?
Well, there are many indeed! It’s difficult to choose just one! To mention a few, when I was selected as “Groupon Ambassador;” when one of the leaders coined me “Tiger & Tornado;” our Annual Day celebration; recognition through multiple awards and promotions over the last 5+ years; successful completion of COPC; and making it on the Groupon 5+ years wall in Chennai!
Tell us about your job! What do you do? What do you love about it? What does a typical day look like?
I oversee the North America Customer Service operations for our India locations (Chennai and Bangalore), with a span of approximately 500+ people. Prior to this role, I was managing EMEA & APAC operations in Chennai along with Global Merchant Support.
I love that no two days are the same at Groupon. Starting from collaborating with onshore counterparts, stakeholders, support functions, managers across locations to managing projects, continuously improving the customer experience for our email and chat channels…the days just fly by. From my very first day until now, there has been a guaranteed excitement about completing a successful and happy day at work. The challenges are unending and the opportunities are like the waves in an ocean: they keep coming one after the other!
What’s been the most challenging thing you’ve worked on?
When I was managing Merchant Services along with International Customer Service operations simultaneously, for 1.5 years. I worked on multiple process improvement projects—pilots were to be handled for both these platforms along with stabilizing the operations, which was extremely challenging. At the end of it all, the projects did benefit the service delivery expectations and I was happy with the positive results!
Prior to this, I was wearing multiple hats and simultaneously managing the Quality, Escalations, and Training Teams at our Chennai location for North America Customer Service business. I successfully piloted the QA and Escalations team in Chennai while onboarding roughly 350 new hires for CS in one quarter with just one trainer! I kept challenging the status quo and myself!
What inspires you?
Groupon as a company inspires me! Its culture, people, and values drive my work, which fosters an environment of transparency and belongingness! It is also extremely heartening to see most of my team members who have reached managerial positions of credible importance within Groupon in Chennai and Bangalore. They are all today the pillars of Groupon India’s success in Customer and Merchant Services and this gives me immense pleasure and energy to carry on!
Describe the proudest moment you’ve had at Groupon.
When I was able to turnaround the UK Customer Service business within a span of two weeks post my movement to this division…it was a fantastic experience! And the icing on the cake was when I received a fabulous appreciation from my stakeholder on the successful quick turnaround!
Where were you before you joined Groupon? How did you get here?
I was a Senior Financial Research Analyst in an MNC which deals with US companies in preparation of financial reports, filed with Securities Exchange Commission (SEC). I also worked as a Business Consultant for 1.5 years with a banking software firm in Private Banking & Asset Management.
I got head hunted – the role looked exciting to me and here I am today!
What was your first impression of Groupon as an employer?
That it was one of the coolest companies I have ever come across; I never knew work could be so enticing! So much to look forward every day!
If you could do another job for just one day, what would it be and why?
I would be an astronaut venturing into outer space!
How does your work impact Groupon’s mission of building the daily habit in local commerce?
Simplifying and streamlining, growing profitability, and improving our customer experience are the main objectives of the Customer Service business. Understanding customers’ requirements accurately and ensuring we are able to respond to them correctly the first time makes a huge difference to the companies outlook to end users.
You probably have a life outside Groupon; what are you up to when you’re not at work?
When I’m not at work, I love being home enjoying with family and friends. Travelling around the world and photography are my hobbies!