SB

Open to opportunities

Sapna Benerjee

@sapnabenerjee

I improve customer support quality through audits, process training, SOPs, and performance feedback.

What I'm looking for

I'm looking for a challenging environment where I can apply my abilities, learn new skills, contribute effectively, and grow professionally within the organization.

At Apna Mart, I monitor customer support interactions, conduct quality audits, and provide actionable feedback to improve agent performance.

I deliver SOP and process training for new joiners, create training materials and knowledge documentation, and developed Apna Mart's Customer Support & Rider SOP to strengthen consistency and training effectiveness.

My background also includes chat and email support, complaint resolution, payment collections, recruitment calling, and sales. I'm focused on applying my abilities, learning new skills, and contributing effectively while growing within an organization.

Experience

Work history, roles, and key accomplishments

AM

Current

Quality Auditor & Process Trainer

Current

Apna Mart

Jan 2025 - Present (1 year 9 months)

Monitor and evaluate customer support interactions, conduct quality audits, and deliver SOP and process training to new joiners. Prepare training materials and analyze agent performance to recommend improvements.

Quality Auditing Process Training SOP Implementations Customer Support Performance Monitoring

AM

Customer Support Executive

Apna Mart

Jan 2024 - Jan 2025 (1 year)

Handled chat and email support, resolved refunds, cancellations, and complaints, and coordinated with internal teams for issue resolution.

Live Chat Email Support Complaint Resolution Customer Support

BF

Credit Collection Executive

Jan 2022 - Jan 2024 (2 years)

Managed payment collections and customer follow-ups.

Collections Customer Follow up

UN

Outbound Calling Executive Recruiter

Unknown

Jan 2021 - Jan 2022 (1 year)

Performed candidate screening and interview scheduling.

Candidate Screening Interview Scheduling

IC

Sales Executive

Insurance Company

Jan 2021 - Dec 2021 (11 months)

Focused on lead generation and customer acquisition.

Lead Generation Customer Acquisition

Education

Degrees, certifications, and relevant coursework

OB

Odisha Board

Higher Secondary (12th), General Studies

Completed Higher Secondary (12th) education from Odisha Board in 2019.

OB

Odisha Board

Secondary School Certificate (10th), General Studies

Completed Secondary School Certificate (10th) from Odisha Board in 2016.

Tech stack

Software and tools used professionally

Google Sheets

Microsoft Excel

Availability

Open to opportunities

Location

India

Authorized to work in

Salary expectations

70k+ INR

Job categories

Quality Auditor Process Trainer Customer Support Executive Credit Collections Specialist Recruiter Sales Executive

Skills

Customer Support Quality Auditing Process Training SOP Implementations Live Chat Email Support Complaint Resolution Performance Monitoring Excel Google Sheets Team Coordination Communication Skills Problem Solving Payment Collections Candidate Screening Interview Scheduling Lead Generation Customer Acquisition

Interested in hiring Sapna?

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