Subham Chakraborty — Operations Associate

▪ Experienced Customer Experience Advocate: Over 8 years of expertise in enhancing customer experience through data-driven insights and process improvements. ▪ Focused-forward Global Project & Program Manager: Supervised multiple high-impact projects and programs, driving operational growth across India & US markets. ▪ Cross-Functional Collaboration: Proven ability to lead initiatives alongside product management, engineering, and UX design, driving significant enhancements in operational delivery. ▪ Analytical Decision Maker: Proficient in utilizing reporting tools like MS-Excel and Power BI to create impactful dashboards that effectively communicate performance metrics. ▪ Strategic Initiatives Leader: Skilled in developing business cases and prioritizing operational improvements that drive efficiency and enhance customer satisfaction. ▪ Quality Assurance Champion: Delivered significant improvements in NPS and CSAT across multiple business verticals through targeted training and process enhancements. ▪ Performance-Driven Innovator: Effectively implemented incentive programs and automated processes, driving substantial productivity improvements across various teams. ▪ Impact Assessment and Continuous Improvement: Proficient in conducting impact assessments of implemented solutions, evaluating their effects on customer effort and service efficiency using Six Sigma methodologies. ▪ Recognized Performance Leader: Awarded Best Performer multiple times for exceptional contributions to process improvements and quality enhancements.

Stackforce AI infers this person is a Customer Experience and Quality Assurance professional in the E-commerce and Fintech sectors.

Location: Bengaluru, Karnataka, India

Experience: 8 yrs 5 mos

Skills

Quality Assurance
Process Improvement
Customer Experience

Career Highlights

Over 8 years of expertise in customer experience enhancement.
Proven ability to lead cross-functional initiatives.
Awarded Best Performer for exceptional contributions.

Work Experience

Infosys

Assistant Manager - Quality & Process Excellence (2 yrs 1 mo)

Myntra

Assistant Quality Assurance Manager (2 yrs 6 mos)

Paytm

Senior Quality Associate (1 yr 5 mos)

Meesho

Quality Analyst (1 yr 5 mos)

Aegis

Quality Analyst (3 mos)

Business Development Executive (9 mos)

Education

Master of Business Administration at SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

Bachelor of Technology (B.Tech.) at KIIT - Kalinga Institute of Industrial Technology

Bachelor of Technology at KIIT University

Master of Business Administration at SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

MBA (WX) at SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

Subham Chakraborty

Operations Associate

Bengaluru, Karnataka, India8 yrs 5 mos experience

Key Highlights

Over 8 years of expertise in customer experience enhancement.
Proven ability to lead cross-functional initiatives.
Awarded Best Performer for exceptional contributions.

Stackforce AI infers this person is a Customer Experience and Quality Assurance professional in the E-commerce and Fintech sectors.

Contact

Skills

Core Skills

Quality AssuranceProcess ImprovementCustomer Experience

Other Skills

Data AnalysisWorkflow AutomationChatbot TestingCustomer Satisfaction (CSAT)Customer ServiceQuality Assurance StandardsQuality Assurance AnalysisAnalytical SkillsApplication DevelopmentLooker (Software)Performance MetricsIT AutomationData IntelligenceQuality AuditingLeadership

About

Experience

8 yrs 5 mos

Total Experience

Average Tenure

Current Experience

Infosys

Assistant Manager - Quality & Process Excellence

May 2024 – Present · 2 yrs 1 mo · Bengaluru, Karnataka, India · On-site

▪ Formulated programs and executed strategies for EMEA, APAC and AMER regions at the agent, customer, process, and tech levels, automating workflows to boost First Day Resolution rates (FDR) from 68% to 79%, and Three-Day Resolution rates (3DR) from 72% to 87% within 2 months.
▪ Collaborated with internal teams to streamline ticket closure processes, reducing average closure time from 3.1 days to 2.3
days, resulting in a 26% improvement in efficiency in a span of 2 months.
▪ Led 2 projects targeting lean model of qualitative framework for ~50 global clients such as Royal Bank of Canada, Toronto
Dominion bank, US Dept. of Commerce, Hobbs Parker, etc
▪ Devised internal tracking tools capturing all operational anomalies, leading to a 34% reduction in errors and an increase in
quality scores from 71% to 89% in 3 months.
▪ Created dynamic dashboards for leadership, providing real-time insights into operational performance and issue
categorization, facilitating data-driven decision-making for a team of over 80 HC.
▪ Partnered with the tech team to automate chatbot interactions, improving data capture for over 5,000 customer inquiries,
thereby increasing CSAT scores from 83% to 93% across multiple channels.
▪ Championed enhancements in customer experience by leveraging feedback and transactional data to pinpoint pain points
and implement actionable insights, while also supporting the development of business cases through detailed analyses of
impacts and recommending strategic initiatives, positively impacting service quality for over 10,000 customers.

Data AnalysisQuality AssuranceProcess Improvement

Myntra

Assistant Quality Assurance Manager

Oct 2021 – Apr 2024 · 2 yrs 6 mos · Bengaluru, Karnataka, India · Hybrid

Analyzed NPS survey data and transaction metrics using Six Sigma tools to identify root causes, leading to a 30% reduction in customer complaints.
Partnered with Finance leaders and streamlined programs leading to a savings of 1.7 crores in FY 2022.
Achieved a 26% increase in NPS scores and a 23% improvement in quality scores within a year through strategic process improvements and targeted coaching initiatives.
Redesigned the Seller Protection Fund (SPF) policy leading to a revenue generation of 3.23 crores in 3 months.
Created programs designing corrective action guidelines that identified outliers, resulting in a 50% improvement in performance metrics over three months.
Developed champion incentive programs (Employee Excellence Club), leading to a 15% increase in team engagement and performance standards.
Restructured audit mechanisms and quality framework, which eliminated ambiguity and improved the accuracy of audits, thereby enhancing overall operational effectiveness by 22% in 5 months.
Published comprehensive reports summarizing key insights and effectively communicated causes and solutions to stakeholders, resulting in faster implementation of improvements and enhanced decision-making.

Customer Satisfaction (CSAT)Customer ServiceQuality AssuranceCustomer Experience

Paytm

Senior Quality Associate

Apr 2020 – Sep 2021 · 1 yr 5 mos · Bengaluru, Karnataka, India · Remote

Improved CSAT scores by 14% within 3 months through process modifications and automation of email support.
Standardized practices and automated support processes to eliminate redundancies, leading to a 42% increase in productivity through BOT responses.
Partnered with various teams to identify and address customer pain points, leveraging data insights to drive operational improvements.

Quality Assurance StandardsQuality Assurance AnalysisQuality AssuranceCustomer Experience

Meesho

Quality Analyst

Oct 2018 – Mar 2020 · 1 yr 5 mos · Bengaluru, Karnataka, India

Quality analyst with excellent communication and interpersonal skills. Work with internal teams and stakeholders to form and implement a winning strategy to map, engage and position Meesho’s services and solutions at an exceptional level.
Monitor transactions (voice/ email) for the process, identify improvements and implement optimal solutions for critical areas.
Monitor customer feedbacks and drive Meesho's latest offerings to help customers.
Handled 2 projects in a span of 1 year and assisted Meesho in setting up new business in a different location.
Support escalations and ensure consistency in quality service provided to customers.
Work with internal cross functional teams (product, catalogue, design, business) to position appropriate solutions.
Conduct training for new team members and mentor peers to ensure maintenance of adequate process knowledge at all levels.
Constantly monitor and adopt techniques to achieve unparalleled process control, implementation and execution.
Organize weekly/ monthly reviews with TLs to ensure development of action plans.
Prepare rigorous training modules through a well- defined process map.
Standardize practices and automate processes to eliminate redundancies.
Improve metrics across all mediums of Customer support: CSAT, Quality & Productivity.
Encourage Innovation through weekly quizzes and stand ups.

Analytical SkillsQuality AssuranceCustomer Experience

Aegis

2 roles

Quality Analyst

Jun 2018 – Sep 2018 · 3 mos · Bengaluru, Karnataka, India

Monitored voice transactions for the process and supplement business development techniques to sellers.
Systematically reported to the business owners on progress, risks and relevant issues related to process.
Evaluate call behaviours for regulatory compliance cross-selling and adherence policy.
Performed routine management in accordance with the standard excellence programs.
Reviewed and recommended enhancements for improving the workflow.

Analytical Skills

Business Development Executive

Aug 2017 – May 2018 · 9 mos · Bengaluru, Karnataka, India

Actively managed seller accounts and provided key inputs for their growth as well as the business’.
Analysed and mapped existing business processes to achieve supreme levels of efficiency and effectiveness.
Maintained SLA & KPI to achieve workflow and performance standards.
Possess an in-depth knowledge of competition and ability to influence the market.
Reviewed and recommended enhancements for improving the workflow.