Open to opportunities

Sayani Bose

@sayanibose

Customer operations specialist with 12+ yrs experience in escalations, process improvement & support. Seeking WFH/hybrid roles in Kolkata.

India

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What I'm looking for

I seek roles where I can improve CSAT and SLA performance, lead/support teams, drive process improvements, and work in flexible (remote/hybrid/in-office) environments.

I am a customer service and client relations specialist with over 10 years of progressive experience across high-volume BPO, corporate, and government environments. I focus on delivering exceptional CSAT, maintaining SLA and FTR targets, and resolving complex escalations.

In my current role as Senior Operations Associate, I spearhead chat support operations, manage high-volume queues, and mentor peers to improve first-time resolution. I have acted as Interim Team Leader overseeing 22 associates and received formal recognition for backlog clearance and escalation handling.

I am proficient with CRM and ticketing tools including Salesforce, SAP, ERAP, and AWB, and I routinely perform quality audits, KPI dashboarding, and trend analysis to optimize workflows. My proven record includes consistently maintaining 98% CSAT and achieving 98% quality compliance while managing 100+ customer chats daily.

I bring multilingual communication (English, Hindi, Bengali), a process-improvement mindset supported by Lean Six Sigma training, and flexibility for remote, hybrid, or in-office roles. I am committed to mentoring teams and driving measurable improvements in customer experience.