Suchanda Mandal

Operations Associate

Gurugram, Haryana, India7 yrs 9 mos experience

Key Highlights

  • Improved CSAT from 52% to 83% in 2 months.
  • Led operational teams exceeding SLA performance above 95%.
  • Implemented coaching programs enhancing team productivity.
Stackforce AI infers this person is a Customer Operations and Experience Specialist in Fintech and Hospitality sectors.

Contact

LinkedIn

Skills

Core Skills

Operations ManagementCustomer Experience ImprovementProcess OptimizationCustomer SupportProcess ImprovementSales Management

Other Skills

Team LeadershipData-driven Performance ManagementData AnalysisNegotiationBid ProcessesNew Business DevelopmentTraining MaterialBankingP&L ManagementLearning & Development SolutionsClient ServicesAuto InsuranceEnglishReasoning SkillsLogics

About

π”Όπ•©π•‘π•–π•£π•šπ•–π•Ÿπ•”π•–π•• 𝕆𝕑𝕖𝕣𝕒π•₯π•šπ• π•Ÿπ•€ 𝕃𝕖𝕒𝕕 | ℂ𝕦𝕀π•₯π• π•žπ•–π•£ π•Šπ•–π•£π•§π•šπ•”π•– 𝔼𝕩𝕑𝕖𝕣π•₯ | π•Šπ•’π•π•–π•€ π•„π•’π•Ÿπ•’π•˜π•–π•£ Results-driven Operations Leader with experience managing global customer support and operational excellence programs across Travel, Hospitality, FinTech, and Technology processes. Currently working as Assistant Manager – Operations, leading aviation process operations and driving performance governance, SLA management, and customer experience improvements. Across my career, I have successfully led large operational teams, implemented process improvements, and delivered measurable business outcomes. Key achievements include: β€’ Improved CSAT from 52% to 83% in 2 months through structured call tracking frameworks β€’ Led initiatives that increased Quality scores by 30% β€’ Managed operational units with 50+ team members delivering SLA performance above 95% β€’ Implemented engagement and coaching programs improving team productivity and retention I specialize in: β€’ Operations Management β€’ Customer Experience Improvement β€’ Process Optimization (Lean Six Sigma) β€’ Team Leadership & Coaching β€’ Data-driven Performance Management My focus is on building high-performing teams, optimizing operational processes, and delivering consistent customer experience excellence.

Experience

7 yrs 9 mos
Total Experience
1 yr 4 mos
Average Tenure
9 mos
Current Experience

Wns

Assistant Manager - Operations

Sep 2025 – Present Β· 9 mos Β· Gurugram, Haryana, India

  • πŸ’Ό Process handled:
  • πŸ”Ή Aviation / Airline Support (GDS Tools)
  • ✨ Key Responsibilities & Involvement:
  • πŸ”Έ Managing end-to-end operational delivery, SLA governance & escalation control.
  • πŸ”Έ πŸ–₯️ Trained in GDS tools used in airline reservation / booking support.
  • πŸ”Έ πŸ“Œ Responsible for performance management, roster planning & quality monitoring.
  • πŸ”Έ πŸ“ˆ Driving productivity, compliance & customer experience improvements.
  • πŸ”Έ 🀝 Ensuring effective stakeholder & client communication through insights and action plans.
  • πŸ”Έ 🧩 Leading team coaching & development to elevate operational capability.
Operations ManagementCustomer Experience ImprovementProcess OptimizationTeam LeadershipData-driven Performance Management

Transcom

Operations Team Manager

Mar 2024 – Aug 2025 Β· 1 yr 5 mos Β· Gurugram, Haryana, India Β· On-site

  • πŸ’Ό Process handled:
  • πŸ”Ή Fintech – PhonePe (Voice + Non-Voice)
  • ✨ Key Responsibilities & Achievements:
  • πŸ”Έ CSAT boosted from 52% ➜ 83% within 2 months using WoW Call Tracker & CX Celebrations.
  • πŸ”Έ 🌟 Introduced Idea Factory to promote innovation β†’ increased efficiency and customer delight.
  • πŸ”Έ 🎧 Launched cross-functional call listening sessions β†’ improved Quality Scores by 30%.
  • πŸ”Έ πŸ€– Delivered UAP (bot-driven DT) enhancement projects β†’ reduced resolution times and improved CX.
  • πŸ”Έ πŸ“Š Managed key metrics β€” Abandonment %, Staffing, Quality, Billing, RnP performance β€” achieving 20% inefficiency reduction.
  • πŸ”Έ πŸ§‘πŸ»β€πŸ« Mentored teams β†’ improved productivity by 15% and reduced attrition by 10%.
Customer Experience ImprovementProcess OptimizationTeam LeadershipData Analysis

Google

Marketing And Advertising Intern

Mar 2023 – Mar 2023 Β· 0 mo

NegotiationBid Processes

Teleperformance

Operations Team Lead

Jun 2022 – Mar 2024 Β· 1 yr 9 mos Β· Gurugram, Haryana, India Β· On-site

  • πŸ’Ό Processes handled:
  • πŸ”Ή Hospitality – Hilton
  • πŸ”Ή Travel & Aviation – Hopper
  • πŸ”Ή Tech – Google / YouTube
  • ✨ Key Responsibilities & Achievements:
  • πŸ”Έ Managed a blended Customer Support model (πŸ“§ Email | πŸ’¬ Chat | πŸ“ž Phone).
  • πŸ”Έ Led 50 direct associates and exceeded SLA delivery by 95%.
  • πŸ”Έ πŸš€ Launched and scaled the new Travel operations unit with successful metric achievement.
  • πŸ”Έ 🧠 Talent & Mentoring – Interviewed 100+ associates and mentored 3 Team Managers to uplift performance.
  • πŸ”Έ πŸ“ˆ Rolled out Voice of Customer Program β†’ improved CSAT from 79% to 93%.
  • πŸ”Έ 🀝 Formed an Engagement Team β†’ improved engagement score 2.8 ➜ 4.7 / 5.
  • πŸ”Έ 🌍 Led a global performance uplift project β†’ KPIs increased 70% ➜ 90% across 2 sites.
  • πŸ”Έ πŸ’‘ Drove CPU reduction strategy by enhancing AHT & Productivity metrics.
Customer SupportTeam LeadershipProcess ImprovementData Analysis

Gomechanic.in

Team Leader - Sales & Customer Support

Dec 2020 – Jun 2022 Β· 1 yr 6 mos Β· Gurgaon Β· On-site

  • β–ͺ️ Led a high-performing Sales and Customer Support Team leading Insurance and Customer Escalation chat process, achieving customer satisfaction and exceeding sales targets.
  • β–ͺ️ Built and maintained relationships with key clients, resulting in increased customer retention and revenue growth.
  • β–ͺ️ Explain Insurance products/solutions and value proposition to businesses of different verticals and sizes and explain how they can support the client's needs.
  • β–ͺ️ Developed and implemented sales strategies to penetrate new markets and expand the customer base.
  • Managed the implementation and maintenance of the management information system, ensuring accurate and timely reporting.
  • β–ͺ️ Analyzed data to identify trends, insights, and opportunities for process optimization and cost reduction.
  • β–ͺ️ Developed and delivered training programs to enhance team members' understanding and utilization of the system.
Sales ManagementCustomer SupportNew Business Development

Girnar care

Sales Manager

Aug 2019 – Dec 2020 Β· 1 yr 4 mos Β· Jaipur, Rajasthan, India Β· Remote

  • β–ͺ️ Here I worked with InsuranceDekho process. Managed a sales team, providing training, guidance, and
  • performance evaluations.
  • β–ͺ️ Work collaboratively with Sales and Motor Insurance teams and assist them in reaching their goals.
  • Identified business opportunities and negotiated contracts with clients to drive sales revenue.
  • β–ͺ️ Monitored market trends and competitor activities to stay ahead in a highly competitive industry.
Sales ManagementTeam LeadershipTraining Material

Teleperformance

Customer Service Representative

Aug 2018 – Aug 2019 Β· 1 yr Β· Jaipur, Rajasthan, India Β· On-site

  • β–ͺ️ Provided exceptional customer service, handling inquiries, complaints, and resolving issues promptly.
  • β–ͺ️ Maintained a high level of product knowledge to effectively assist customers and promote customer satisfaction.
  • β–ͺ️ Achieved and exceeded key performance indicators, consistently meeting quality and productivity targets.
Customer SupportProcess Improvement

Education

Maharaja Ganga Singh University, Bikaner

Bachelor of Commerce - BCom

Jan 2018 – Jan 2020

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