Apurwa Sengupta

Customer Success Manager

Mumbai, Maharashtra, India7 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

12+ years in quality assurance and customer success.
Reduced operational errors by 25% and improved NPS by 30-35%.
Achieved SLA adherence consistently above 95%.

Stackforce AI infers this person is a Customer Success and Quality Assurance expert in the BFSI and service industries.

Contact

Skills

Core Skills

Customer Success And ImplementationQuality ManagementQuality AssuranceCustomer Experience

Other Skills

data analysisstakeholder engagementrisk managementcomplianceteam leadershipQA frameworksSLA monitoringperformance dashboardsstakeholder governancestandard operating procedure (SOP)customer serviceComputer LiteracyStatistical Data AnalysisMathematicsOperations Management

About

Quality & Process Excellence and Customer Success & Implementation professional with 12+ years of experience driving quality assurance, risk management, compliance, customer experience, and team leadership across BFSI and service industries. Strong expertise in customer onboarding, implementation management, QA frameworks, SLA governance, and stakeholder engagement, ensuring seamless delivery and long-term customer value. Proven track record of reducing operational errors by 25%, improving NPS/CSAT by 30–35%, and achieving SLA adherence consistently above 95% through data-driven insights and process optimization. Highly skilled in performance dashboards, cross-functional collaboration, training & coaching, conflict resolution, and continuous improvement initiatives aligned with Lean Six Sigma methodologies.

Experience

7 yrs 1 mo

Total Experience

3 yrs 8 mos

Average Tenure

7 yrs 1 mo

Current Experience

Gocomet

Senior Customer Success and Implementation Manager

Jan 2026 – Present · 4 mos · Mumbai, Maharashtra, India · Hybrid

I am a Senior Customer Success & Implementation Manager with experience in driving customer adoption, leading implementations, and embedding quality and process excellence across operations. I bring a unique blend of customer-facing leadership and operational rigour, ensuring seamless on boarding, sustained customer value, and measurable business outcomes.

customer success and implementationquality managementdata analysisstakeholder engagement

Games24x7

3 roles

Deputy Manager

Apr 2024 – Jan 2026 · 1 yr 9 mos

standard operating procedure (SOP)customer service

Deputy Manager

Promoted

Apr 2019 – Present · 7 yrs 1 mo

Quality & Process Excellence professional with 12+ years of experience in quality assurance, risk management, compliance, customer experience, and team leadership across BFSI and service industries. Skilled in QA frameworks, SLA monitoring, performance dashboards, and stakeholder governance. Proven track record of reducing errors (25%), improving NPS/CSAT (30–35%), and driving SLA adherence (>95%). Adept at coaching, training, conflict resolution, and continuous improvement initiatives aligned with Lean Six Sigma methodologies

quality assurancerisk managementcompliancecustomer experienceteam leadershipQA frameworks+3