Samriddha Basu
@samriddhabasu
I lead client experience operations, improving workflows, quality, and cross-functional service delivery.
IndiaWhat I'm looking for
I lead Client Experience operations at Fresh Prints LLC, coordinating daily workflows, team performance, and service delivery across a high-volume environment.
I track CSAT, NPS, First Response Time, Resolution Time, and QA scores to identify gaps and turn operational insights into process improvements, training, and corrective actions. I developed a Quality Assurance framework and evaluation rubric to better align performance measurement with customer outcomes.
I work closely with CX, Production, Logistics, Finance, Marketing, and Technology teams to resolve dependencies and keep critical actions moving. I also create SOPs, process documentation, training materials, and operational guidelines that standardize workflows and strengthen organizational knowledge.
Previously, I managed team communication, daily briefings, onboarding content, and brand education at Aditya Birla Fashion & Retail Ltd. I’m focused on project delivery, stakeholder management, operational planning, and improving how teams work together.
Experience
Work history, roles, and key accomplishments
Client Experience Team Lead
Fresh Prints LLC
Aug 2025 - Present (1 year 2 months)
Lead a team of Client Experience associates while coordinating day-to-day operational activities, performance management, workflows, and service delivery. Track and analyze operational KPIs including CSAT, NPS, First Response Time, Resolution Time, and QA scores to identify trends and improvement opportunities.
Client Experience Associate III
Fresh Prints LLC
Feb 2025 - Aug 2025 (6 months)
Managed high-volume operational requests across email, chat, text, and phone, prioritizing multiple concurrent tasks while maintaining service and quality standards. Coordinated with internal teams to investigate and resolve complex operational and customer issues.
Client Experience Associate I
Fresh Prints LLC
Sep 2023 - Feb 2025 (1 year 5 months)
Managed high-volume operational requests across email, chat, text, and phone, prioritizing multiple concurrent tasks while maintaining service and quality standards. Coordinated with internal teams to investigate and resolve complex operational and customer issues.
Team Manager & Coach
Aditya Birla Fashion & Retail Ltd.
Mar 2022 - Sep 2023 (1 year 6 months)
Led team-wide communication meetings, daily briefings, and internal updates to ensure alignment on goals and expectations. Developed training content and communication materials for onboarding and brand education.
Education
Degrees, certifications, and relevant coursework
Jagadish Sheth School of Management
PGDM, Marketing and Sales
Pursued a PGDM in Marketing and Sales.
SUNY University at Buffalo
B.S., International Trade
Earned a B.S. in International Trade.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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