Open to opportunities

Sandipta Ray

@sandiptaray

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Customer service advisor with leadership in quality and training.

India

Message

What I'm looking for

I am seeking a challenging customer-facing or operations role where I can apply my experience in quality improvement, training, and Bengali transcription to drive team performance and contribute to organizational growth.

I am a seasoned customer service professional with extensive experience in contact center operations, quality improvement, and team leadership gained over many years at organizations including IBM Daksh and Concentrix Daksh Services India.

I hold a Master’s in Arts (Bengali) and have worked on Bengali transcription for JoshTalks, where I ensured linguistic precision and cultural relevance in transforming spoken content into written form.

In my roles I drove quality and process improvement initiatives, met stretch targets, handled complex employee situations, and managed escalations while maintaining effective client communication.

I coached and trained new agents, provided constructive feedback and professional development opportunities, leveraged Microsoft Excel for data analysis and reporting, and fostered a collaborative work environment focused on knowledge sharing and team performance.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Concentrix Daksh Services India Pvt. Ltd.

Dec 2013 - Feb 2025 (11 years 2 months)

Provided customer support and transcription oversight, leveraged Excel for data analysis, and contributed to team discussions to improve processes and service delivery. Transcribed Bengali content for JoshTalks ensuring linguistic accuracy.

Customer Support Bengali Transcription Microsoft Excel Data Analysis Process Improvement Coaching Quality Assurance Communication

Advisor II, Customer Service

IBM Daksh

Apr 2008 - Dec 2013 (5 years 8 months)

Managed customer escalations and ensured effective client communication for issue resolution while driving quality and process improvement initiatives. Assisted and trained new agents, meeting stretch targets and improving team performance.