I’m looking for Customer Success, Customer Service, or Account Management/Sales roles where I can leverage my relationship-building and problem-solving skills to drive customer satisfaction (CSAT), improve retention, and identify growth opportunities for global teams.
Looking for a job
Soumen Samanta
@soumensamanta2
Results-driven team lead in contact centre operations, delivering SLA, CSAT, and measurable outcomes across global BPO accounts.
IndiaWhat I'm looking for
I’m a results-driven Team Lead focused on contact centre operations, where I combine hands-on leadership with operational delivery to drive CSAT, SLA compliance, and measurable business outcomes. I’ve built my career across BPO-delivered customer operations and large-scale hospitality and event management.
In my current role as Team Lead & Senior Technical Support Executive for Vodafone UK, I directly lead 21 agents across 24/7 inbound non-voice operations. I own shift planning, performance tracking, onboarding and training for new cohorts, and I act as the Operations Manager SPOC to ensure zero SLA breaches across all queues.
Previously at Teleperformance India, I progressed from Customer Support Executive to Subject Matter Expert within 3 months, strengthening first-contact resolution through root-cause analysis and escalation ownership. Earlier, as a Relationship Manager (L1→L2) at Altruist Technologies, I drove a 20% revenue increase via structured conversion-focused cross-selling and upselling—work I bring forward as I aim to lead service delivery and operational excellence for global clients.
Experience
Work history, roles, and key accomplishments
Technical Support professional handling inbound broadband troubleshooting and customer queries. Served as SPOC for the manager, managing India-wide tickets, reports, data sharing, and SLA adherence. Recognised 6× as Best Technical Support of the Month and 1× for the Quarter. Currently managing and preparing a 21-member OGT batch for the floor.
i started from March 23 as an agent, got promoted within 3 months as an SME. Dynamic subject matter expert with a proven track record in customer technical services.Expertise in handling multiple lines of business including Mastercard Connect, TokenSupport, Data & Services, Online Provisioning, and List Management Services.Consistently deliver customer satisfaction
AL
Dynamic Relationship Manager with 1.5 years at Airtel, skilled in client relationship management, customer service, and complex issue resolution. Promoted from L1 to L2 and recognised as an SME. Consistently exceeded sales targets, driving a 20% revenue increase through effective cross-selling and upselling.
JE
Event Coordinator
JD Events
Jan 2015 - Nov 2018 (3 years 10 months)
Coordinated 100+ wedding and corporate hospitality events across multiple cities, managing end-to-end guest experience, vendor logistics, and on-site operations. Delivered large-scale hospitality execution including guest arrival, seating, catering coordination, AV, transport, and venue setup.
Education
Degrees, certifications, and relevant coursework
RS
Radiant Institute of Management & Science
Bachelor of Commerce (B.Com), Commerce
Completed a Bachelor of Commerce (B.Com) at Radiant Institute of Management & Science.
HT
Higher Secondary (12th)
Higher Secondary Certificate (12th), Higher Secondary Education
Completed Higher Secondary (12th).
ST
Secondary School (10th)
Secondary School Certificate (10th), Secondary Education
Completed Secondary School (10th).
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
25k-60k USD
Social media
Job categories
Customer SupportCustomer Experience RepresentativeCustomer Experience SpecialistCustomer Care ExecutiveCustomer Experience AssociateCustomer Onboarding ManagerCustomer Experience ManagerCustomer OperationsCustomer Relationship ExecutiveCustomer ServiceCustomer Service AssociateCustomer Service ExecutiveCustomer Service LeadCustomer Service ManagerCustomer SuccessCustomer Success AgentCustomer Success AssociateCustomer Success ExecutiveCustomer Success LeadCustomer Success RepresentativeCustomer Success SpecialistCustomer Support AgentCustomer SupportCustomer Support SpecialistCustomer Support ExecutiveOperationsBusiness Operations
Skills
Customer ServiceCustomer SuccessContact Centre OperationsWorkforce PlanningCSATQuality AssuranceEscalation ManagementBPO Vendor ManagementKPI ReportingProcess Improvement24 7 OperationsData Driven Decision MakingOnboardingRoot Cause AnalysisCross SellingUpsellingZendeskFreshdeskGoogle SheetsGoogle WorkspaceChatGptGeminiMicrosoft OfficeExcelDashboarding
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