Headline

Customer Success | Customer Operations | Team Leader: raised team quality 79% → 91% | Coaching, Escalation Management, Process Improvement | SaaS

About

I turn operational data into better customer experiences, and I've spent 3+ years doing it across customer operations, banking and financial services. At Teleperformance, I was promoted to Team Leader within 4 months of entering production and led a 20–25 member team. I raised team quality scores from 79% to 91%, improved hygiene by 9%, and kept adherence above 95%, through data-driven coaching, targeted trainings and real-time issue updates. At Concentrix, I filed 35–40 banking disputes a day at 100% quality and compliance, and was selected as Communications Coach to support peers. At Radius Global Solutions, I earned the Rising Star award for top collections in my batch and consistently exceeded targets at 350+ calls a day, with 100% compliance. What I bring to a SaaS team: • Calm, structured handling of escalations and sensitive customer cases • Spotting issues early through KPIs and frontline insights • Coaching and training that make execution consistent I'm now moving into product-led SaaS and technology, and I'm looking for Customer Success and Customer Relationship roles. I'm also open to Customer Operations, Business/Product Operations and Process Improvement roles. 📍 Kolkata | Open to Bengaluru hybrid and remote opportunities

Location

Kolkata

AI stack

claude

elevenlabs

gemini

midjourney

ChatGPT

Runway

Work experience

Senior Associate at Radius Global Solutions LLC, Dec 2025 - May 2026 · 6 mos, Mumbai, Maharashtra, India, Earned the Rising Star OJT award for top collections in my batch. Consistently achieved 125%+ of monthly targets at 350+ calls a day with 100% compliance.

Customer Service Representative at Concentrix, Oct 2024 - Oct 2025 · 1 yr 1 mo, Mumbai, Maharashtra, India, Investigated and filed 35–40 checking-account disputes daily at 100% quality and a 100% compliance score. Coached peers as Communications Coach.

Finance Management Trainee at Millennium Money Finance, Feb 2024 - May 2024 · 4 mos, Mumbai, Maharashtra, India, • Gained practical exposure to financial-services operations and business processes through a structured management training programme. • Supported day-to-day business activities while developing an understanding of financial products, customer requirements, and operational processes. • Applied academic concepts from management and commerce coursework to practical business situations. • Developed skills in business communication, analytical thinking, problem-solving, and professional stakeholder interaction. • Worked in a learning-focused environment with exposure to multiple aspects of business and financial-services operations.

Team Lead at TP, Apr 2022 - Jan 2024 · 1 yr 10 mos, Gurugram, Haryana, India, Led a 20–25 member customer care team. Raised quality scores from 79% to 91%, productivity by 7% and hygiene by 9%, and cut repeat errors and escalations by 5%. Kept adherence at 95%+ and ran refresher trainings based on audit gaps.

Customer Service Associate at Tech Mahindra, Jul 2021 - Nov 2021 · 5 mos, Kolkata, West Bengal, India

Education

Postgraduate Degree, Finance, General, ICFAI business school

Bachelor of Commerce - BCom, Accountancy, KAZI NAZRUL UNIVERSITY, ASANSOL