Open to opportunities

Sreyasi Das

@sreyasidas

Message

I resolve complex customer issues across voice, chat, email, and client support.

India

Message

What I'm looking for

I'm looking for customer support, service management, or process-focused work where I can resolve complex client issues, support teams, maintain service quality, and deliver empathetic customer experiences.

I'm currently supporting US clients at Gallagher as a Senior Process Analyst, handling daily calls, closing insurance deals, and maintaining tracking in Excel.

Previously at Target Corporation India, I handled guest calls, chats, and emails for Target USA and progressed to SLT2 support for escalated calls. I resolved complex concerns, supported base team members, and maintained performance across AHT, surveys, quality, and compliance.

I've also supported Google Pay Consumer at Genpact, Facebook/Meta’s Frontier process at TaskUs, and JP Morgan Chase Bank’s Assurant process at TCS. Across these roles, I’ve balanced customer communication, client coordination, detailed tracking, and high-pressure service delivery with empathy.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Analyst (Support Service Manager)

Current

Gallagher (GCOE) US

Jun 2025 - Present (1 year 4 months)

Handle calls with US clients daily, meet insurance deal closing targets, and maintain daily tracking on Excel sheets.

Customer Service Insurance Excel

Current

Senior Process Analyst

Current

Gallagher (GCOE)

Jun 2025 - Present (1 year 4 months)

Handle inbound calls, emails, and written correspondence for US customers, delivering accurate and timely resolutions. Maintain Excel-based trackers and reports for KPIs, quality, and compliance.

Customer Service Excel KPI Tracking Quality Assurance Compliance Escalation Management SLA Adherence

Current

Freelance AI Trainer & Data Annotator

Current

Outlier, OneForma

Contribute to AI model training projects including Aether and Cribbage Tail. Evaluate, rate, and annotate AI-generated content against detailed project guidelines and rubrics.

AI Training Data Annotation AI Response Grading Bilingual Evaluation Rubric Based Scoring Prompt Review Response Review

Level 3 Lead Specialist, Guest Services

Target Corporation India

Aug 2022 - Jun 2025 (2 years 10 months)

Handled high volumes of calls, chats, and emails for Target (USA) customers while sustaining quality and compliance scores. Resolved complex escalations and supported workflow improvements that raised response speed and customer satisfaction.

Customer Service Escalation Management Quality Assurance Compliance Workflow Improvement Communication Skills

Level 3 Lead Specialist Guest Services

Target Corporation India Pvt Ltd

Aug 2022 - Jun 2025 (2 years 10 months)

Handled calls, chats, and emails for Target (USA) guests, resolving complex issues and providing personalized solutions. Promoted to SLT2 to handle escalated calls and support team members, while maintaining KRAs like AHT, surveys, quality, and compliance.

Customer Service Active Listening Problem Solving Time Management Stress Management Product Knowledge Empathy

Senior Process Executive (Contractual)

TATA Consultancy Services

May 2022 - Jul 2022 (2 months)

Worked on the Assurant process representing JP Morgan Chase Bank, calling US clients to record payments and maintaining Excel sheets and KRAs.

Customer Service Excel Data Entry

Senior Process Executive

TATA Consultancy Services

May 2022 - Jul 2022 (2 months)

Recorded and verified payment details for US clients (Assurant process, JPMorgan Chase) with zero-tolerance accuracy requirements. Updated daily transaction data and reporting logs in Excel.

Data Entry Payment Processing Accuracy Excel Reporting

Data Annotation Teammate

TaskUs India Pvt Ltd

Apr 2021 - Dec 2021 (8 months)

Completed detailed data annotation tasks for the Frontier process for client Facebook (now Meta), improving dataset accuracy. Followed complex annotation guidelines and met all key result areas for quality and productivity.

Data Annotation Guideline Adherence Quality Assurance Productivity Client Communication

Teammate

TaskUs India Pvt Ltd

Apr 2021 - Dec 2021 (8 months)

Worked on the Frontier process for Facebook (Meta), annotating facial features and communicating with clients to explain annotation perspectives while maintaining KRAs.

Data Annotation Client Communication Attention To Detail