Open to opportunities

ankush bhattacharya

@ankushbhattacharya

Customer Experience & Operations Specialist delivering data-driven training and coaching that improves OSAT, CFR, and SLA performance.

India

Message

What I'm looking for

I’m looking for remote-friendly customer service roles where I can design training and run virtual coaching, improve OSAT/CFR/SLA performance with KPI-driven reporting, and partner with stakeholders to optimize processes through measurable, data-led wins.

I’m a Customer Experience & Operations Specialist with 5+ years of experience (American Express since 2015), specializing in training design, virtual coaching, and back-oce process optimization. I build onboarding programs and role-refreshers that shorten time-to-prociency, strengthen agent capability, and drive measurable improvements in service quality.

I partner with Team Leaders to monitor KPIs like OSAT, CFR, AHT, and SLA, then translate insights into targeted coaching and performance action plans. I also create SOPs, knowledge articles, and leadership dashboards that help teams make data-led decisions, reduce escalations and rework, and support transparent, SLA-focused operations.

Experience

Work history, roles, and key accomplishments

Contract Administration Support

Tcs Management

Jan 2023 - Jun 2023 (5 months)

Created, drafted, and processed client rent/lease contracts with high accuracy while ensuring compliance to internal and client standards. Maintained contract databases with version control, coordinated validation/approval with stakeholders, and performed quality checks to reduce errors, rework, and turnaround time.

Contract Drafting Contract Processing & Compliance Document Control Version Control Back Office Operations Data Quality

customer care representative

American Express Company

Feb 2015 - Dec 2019 (4 years 10 months)

Customer Experience & Operations Specialist with 5+ years of experience (American
Express since 2015) in training design, virtual coaching, and back-office process
optimization. Expert in developing onboarding programs, improving OSAT/CFR metrics,
and creating performance dashboards to help teams meet SLAs.

Project Management Remote Salesforce

Education

Degrees, certifications, and relevant coursework

Trinity Institute of Professional Studies (GGSIPU)

Bachelor of Business Administration, Business Administration (Banking & Insurance)

Earned a Bachelor of Business Administration (Banking & Insurance) at Trinity Institute of Professional Studies, GGSIPU, completing the program in 2014.