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@sayanibose
Customer operations specialist with 12+ yrs experience in escalations, process improvement & support. Seeking WFH/hybrid roles in Kolkata.
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.
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Work history, roles, and key accomplishments
WNS Global Services Pvt. Ltd.
Sep 2018 - Present (7 years 2 months)
Led high-volume chat support operations, maintaining 98% CSAT and SLA adherence while mentoring peers and acting as interim team leader for 22 associates during peak periods.
New Aknit Infotech
Oct 2016 - Jul 2018 (1 year 9 months)
Provided product and technical support to pharmaceutical clients via calls and emails, ensured accurate CRM logging and monitored complaint handling times to improve client reporting.
Ministry of External Affairs
Jan 2016 - Sep 2016 (8 months)
Facilitated passport applicant documentation and grievance resolution, coordinated with Passport Seva Kendras, and assisted with expat-related processing to ensure timely service delivery.
Ministry of External Affairs
Aug 2011 - Nov 2015 (4 years 3 months)
Verified sensitive visa and attestation documents, handled confidential memos, and ensured accurate processing for visas, apostilles, and extradition cases.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Arts
2006 - 2009
Completed a Bachelor of Arts program focusing on arts subjects from 2006 to 2009 at the University of Delhi.
Class XII (Arts), Arts
2005 - 2006
Completed Class XII (Arts) in 2005–2006 at Lady Irwin Senior Secondary School, New Delhi.
Software and tools used professionally
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