Subhoday Ray
@subhodayray
Customer-experience leader specializing in VIP support and ticketing.
IndiaWhat I'm looking for
I am a risk-aware customer experience professional with 5+ years delivering multi-channel support, focused on VIP segments and complex issue resolution. I drive measurable improvements—achieving a 3x reduction in average resolution time and >90% first-contact resolution within 24 hours—by optimizing workflows, mentoring junior staff, and coordinating cross-functional JIRA-based escalations.
I combine sales acumen and data-driven process improvements gained across banking, aviation, and tech-support roles to boost customer satisfaction and operational efficiency. I am proficient with JIRA, Tableau, CRM platforms, SLA management, and stakeholder communication, and I seek opportunities to scale high-touch support operations and embed proactive issue triage.
Experience
Work history, roles, and key accomplishments
VIP Manager
BGD Tech Pvt Ltd
Sep 2023 - Sep 2025 (2 years)
Led multi-channel VIP client support achieving >90% first-contact resolution within 24 hours and reduced average handling time by 25% through optimized escalation workflows and cross-functional coordination.
Sales Manager
Galore Casa
Oct 2022 - Mar 2023 (5 months)
Led client needs assessment and onboarding, improving onboarding timelines by 20% while providing proactive chat support to drive conversions and identify upsell opportunities.
Branch Sales Officer
IDFC First Bank
Nov 2021 - Aug 2022 (9 months)
Managed end-to-end client relationships and sales of savings products, implemented customer feedback loops to refine service delivery, and met monthly sales targets while ensuring compliance.
Customer Service Executive
Ecpl Systems
Apr 2020 - Sep 2021 (1 year 5 months)
Handled inbound/outbound calls and data entry, used Tableau dashboards to analyze interactions and identify trends that contributed to improved sales funnel conversion.
Customer Service Executive
Air India Sats
Sep 2018 - Jan 2020 (1 year 4 months)
Performed ground staff duties for international operations, managed customer inquiries and coordinated flight-related support to improve on-time performance and passenger handling.
Education
Degrees, certifications, and relevant coursework
BUBangalore University
Master of Business Administration, Travel and Tourism
Grade: 6.1 GPA
Master of Business Administration in Travel and Tourism; coursework and projects focused on travel industry management and operations.
BUBurdwan University
Bachelor of Business Administration, Business Administration
Grade: 6 GPA
Bachelor of Business Administration with foundation in business management and commerce-related subjects.
Kulti Boys High School
Higher Secondary, Higher Secondary Education
Grade: 58 GPA
Completed Higher Secondary education with emphasis on general academics.
Kulti Boys High School
10th, Secondary Education
Grade: 56 GPA
Completed secondary education (10th grade) covering core school curriculum.
Availability
Location
IndiaAuthorized to work in
Job categories
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