Headline

Customer Delight Associate and also skilled in UK HealthCare department and Health Insurance and Customer Service

About

Graduating from Calcutta University with a Bachelor of Commerce degree, I have cultivated a professional journey spanning multiple industries, including healthcare, e-commerce, and financial services. Most recently, I contributed to Glasafe as a Customer Delight Manager, where I oversaw customer lifecycle management and collaborated with cross-functional teams to streamline workflows using Shopify and Ozonetel platforms. My core competencies include customer service Management, customer service operations, and health insurance. I am dedicated to ensuring compliance with industry standards and optimizing service delivery to enhance customer satisfaction. My career reflects a strong commitment to operational excellence and a focus on driving impactful results alongside diverse teams.

Location

Greater Kolkata Area

Work experience

Customer Delight Associate at Glasafe, Mar 2026 - May 2026 · 3 mos, Kolkata, Customer Delight Associate | Glasafe Pvt. Ltd. Spearheaded end-to-end customer lifecycle management and retention strategies in a high-velocity environment. Partnered with cross-functional product and operations teams to resolve complex customer escalations, leveraging Shopify and Ozonetel platforms to optimize workflow efficiency. Successfully maintained service delivery standards and quality benchmarks prior to an organizational restructuring and operational pause.

Senior Process Associate at Cogenthub Pvt Ltd, Sep 2023 - Mar 2026 · 2 yrs 7 mos, Kolkata, High-performing Operations Specialist with 2.5 years of experience in international contact center management, specializing in UK healthcare and dental workflows. Proven track record of managing end-to-end patient lifecycles for NHS and private dental practices, consistently exceeding SLA targets, and optimizing patient satisfaction scores (CSAT). Expert in de-escalating complex inquiries, navigating clinical scheduling compliance, and leveraging CRM platforms to deliver seamless, empathetic patient care in fast-paced environments.

Customer Service Representative at Teleperformance, Aug 2022 - May 2023 · 10 mos, Kolkata, Customer Service Associate | Omnichannel Operations (Amazon US) Delivered high-volume, cross-channel support (Voice, Chat, Email) for the Amazon US market using Salesforce CRM and Amazon Connect. Consistently ranked in the top tier for First Contact Resolution (FCR) and CSAT. Expert in rapid cross-functional troubleshooting, de-escalation, and high-velocity problem solving.

Customer Manager at Glasafe, managed the end-to-end customer lifecycle and collaborated with cross-functional teams to resolve escalations using tools like Shopify and Ozonetel.

Senior Advisor at Cogent Hub, provided customer support to UK-based NHS and private dental practices, where I consistently met SLA and quality KPIs through strong communication and problem-solving skills.

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Shree Agrasain College

Bachelor of Commerce, Calcutta University, Kolkata