Suman Chatterjee

Experience

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  Sutherland

  Mar 2013 - Jun 2013

  Senior Consultant

  To provide best resolution in least possible time with ultimate customer satisfaction while maintaining the quality of the call. Meeting the targets across all metrics – CSAT, FCR, AHT

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  OnProcess Technology

  Nov 2013 - Jun 2015

  Process Consultant- Quality &Verification

  Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner,Collects, assembles, and analyzes data for operating trends & issues.Provides immediate feedback or updates to the management team as to the center’s performance .Audits reports and uses available resources to confirm accuracy.Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues.Facilitates the monitoring of performance recognition and incentive programs every month/pay period. Show less

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  Genpact

  Jun 2015 - Aug 2020

  Portfolios Handled: -Retail Card, Care Credit & Payment Solutions & C360 • Managing a team with 47 associates and 2 SME. • Responsible for Supervising, manage performance of the team in terms of Productivity, Shrinkage, Attrition & Talent retention, Rostering. • Responsible for agent & SME performance in regards to PRR (Positive Rate Response), • CSAT,AHT, Overall accuracy (Quality), Retain customers with high standard of customer satisfaction. • Developing teams that are reliable and productive. • Conducting sessions for call center employees. • Deliver motivating speeches along with briefing on updates to the team each day to get everyone ready for the day. • Develop and maintain positive working relationships. • Manage employee engagement activities. Successfully completed the project of Winning VOC and made the site no.1 among all Chanel Partners. Show less

  • Team Manager

    Mar 2018 - Aug 2020

  • Process Developer

    Jun 2015 - Feb 2018
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  24-7 Intouch

  Aug 2020 - May 2022

  Team Leader

  Responsibilities:Oversaw the performance of the team in terms of Productivity, Shrinkage, Attrition, & Talent retentionDirectly accountable for team performance as per SLACarried out monthly 1-0-1's, sharing feedback and action plan, coached them on the opportunity areas, and setting the target, along withmotivating them to drive performanceSingle point of contact for all sorts of Escalation management & client relationships related to any productDeveloped and Implemented customer service strategies that reduced Escalation percentage by 4% in the year 2021Developed and Implemented customer service strategies that increased Customer Satisfaction Scores by 15% in the year 2021 Show less

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  Sutherland

  Jan 2023 - May 2024

  Associate Manager

  Responsibilities & AchievmentsOversaw the performance of the team in terms of Productivity, Shrinkage, Attrition, & Talent retention, and RosteringOversaw the agent & SME performance in regards to CSAT, NPS, AHT, QualityQueue ManagementOversaw the performance in terms of registration, billing and invoice for Airbnb.Maintaining Sales per day for the travel insurance.Transitioned 3 different queues of a US based client and taking it to the stable stateSupervised the most critical and revenue generating LOB for the clientParticipated WBRs and MBRs with stakeholders and ClientsHandled Level 2 Escalation callsIn this short duration I have been part of various projects wherein I only took care of critical and high value cases participating in 1-0-1 discussions with client to get the issues fixedHave been given the responsibility to handle the entire peak timings for the US based client from HC planning to ensure theachievement of service deliverables by my leadersDeveloped and Implemented customer service strategies that reduced Repeats by 8%Developed and Implemented customer service strategies that increased Customer Satisfaction Scores by 10% Show less