---
title: "Shivangi Goyal - Senior Associate in Kolkata | Tal"
description: "Meet Shivangi Goyal, Customer Success | Customer Operations | Team Leader: raised team quality 79% → 91% | Coaching, Escalation Management, Process Improvement | SaaS based in Kolkata. AI stack includes claude, elevenlabs, and gemini."
image: "https://tal.club/meet/shivangi-goyal/share-image"
---

# Shivangi Goyal on Tal

## 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

[View the original profile](https://tal.club/meet/shivangi-goyal)

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