Richa Ghosh

Led a team of 15 Customer Support Specialists, monitoring service responses and CSAT to meet experience standards and improve governance. Enhanced CSAT by 400 bps and reduced average case resolution time by ~25% by streamlining workflows, implementing targeted feedback loops, and automating support/compliance operations (1M+ records, ~40% processing-time reduction).

Established and led the Service Quality function within the Customer Service department, standardizing processes through multi-touchpoint quality assessments and corrective training. Drove operational compliance via internal/regulatory audits, SOP development, and MIS reporting, and mentored teams on Lean Six Sigma initiatives to improve customer experience.

Defined end-to-end customer lifecycle operational workflows and re-engineered service processes using automation and Lean Six Sigma to improve operational effectiveness. Enhanced digital customer experience across the Vodafone App and website using design thinking, and managed process change including SOP governance and compliance audits.

Managed new and existing customer activation end-to-end, including documentation and workflow automation, improving turnaround time, reducing errors, and streamlining circle-level processes. Created processes for customer acquisition, retention, and migration and acted as the primary escalation point to strengthen customer relationships and drive growth.

Led credit underwriting and decision-making for home loans, LAP, non-residential premises, and PSL proposals to ensure accurate and timely approvals. Managed branch operations (account opening, deposits, lockers, foreign exchange) and conducted root-cause analysis of fraud/operational breaches while delivering MIS reporting and actionable insights to stakeholders.

Completed the ICICI Bank Probationary Officers Program (2009).

Completed a Bachelor of Business Administration (BBA) in International Business.

Completed a Postgraduate Diploma in Banking (PGDB) with a Retail Branch Banking focus.