Riya Dutta
@riyadutta
Operations and Customer Experience leader driving CX, quality, and performance improvements.
IndiaWhat I'm looking for
I am an Operations and Customer Experience leader with 8+ years driving contact center operations, quality assurance, training, and performance management across global BPM organisations. I have led teams up to 356 FTEs across US, UK, Australia and North America portfolios, delivered KPI and SLA improvements, reduced AHT and DSAT, and improved CSAT through targeted coaching, governance and data-driven initiatives.
My strengths include Advanced Excel reporting, governance reviews, complaint and escalation management, and continuous process improvement. I am certified in Generative AI and Advanced Excel and have designed quality frameworks, dashboards, and capability-building programs that materially improved training engagement and operational outcomes.
Experience
Work history, roles, and key accomplishments
COManaged contact center operations for a US travel portfolio, led a 15-person team and improved SLA adherence through AHT reduction, FCR initiatives and shrinkage management, while achieving 100% compliance.
GEDirected QA and training governance for 356 agents across North America portfolios, increased training engagement 80% and improved CSAT via performance coaching, calibration and continuous process improvement.
COManaged quality and training for cloud computing portfolios (US & Australia), owned KPI/SLA tracking and delivered analytics-driven coaching and process audits to boost productivity and satisfaction.
AMConducted fraud risk analysis and compliance verification for the UK marketplace, managed escalations and risk mitigation decisions to ensure policy adherence.
Customer Service Specialist
Aon Hewitt
Sep 2016 - Jun 2017 (9 months)
Delivered customer support for US healthcare and retirement portfolios, maintained high FCR and resolved billing and escalation issues efficiently.
WIManaged UK telecom customer support operations, focused on customer retention and achieving upsell targets through quality service delivery.
Education
Degrees, certifications, and relevant coursework
Riya hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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