AMRITA ROY CHOUDHURY
Leader in Operational Management
Bangalore,TG
Summary
Experienced Associate Director of Customer Operations with a proven track record of 19 yrs in leading customer facing teams across industries to achieve exceptional results. Proficient in planning, creating and deciding on final CRM structures and also possess excellent leadership and communication skills. Looking for a challenging role in a progressive company with opportunities to contribute to the Organisation's growth and personal career advancement.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Senior Manager Travel Experience
Navan
03.2025 - 10.2025
- Lead a team of 140 Business travel consultants and ensured all operations are carried on in an appropriate, cost-effective way
- Improved operational management systems, processes and best practices by implementing the Performance improvement plan.
- Formulated strategic and operational objectives and thereby improved CSAT scores from 92% to 94.6% in 3months
- Improved communication for Targetted customers by sharing constructive feedback to the teams.
- Analyzed customer feedback to identify areas for service improvement and product enhancements.
- Collaborated with cross-functional teams to streamline resolution processes and enhance customer satisfaction.
- Recruited new hires that and scaled up operations by 28% in 6months
- Optimized company transport for employees and saved costs by upto 50%
- Lead and implemeted the India Hybrid Project in Delhi and Bangalore regions thereby optimised workspace and saved transport costs by upto 50%
- Motivated teams to improve on CSAT scores by introducing the CSAT drill.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed and implemented strategic initiatives to drive organizational growth and improve customer satisfaction.
- Analyzed market trends to inform decision-making and optimize resource allocation.
- Mentored junior managers, fostering professional development and improving team performance.
Associate Director of Customer Operations
Travis Leisure and Travel India Pvt Ltd
03.2022 - Current
- Head of rapidly expanding customer support teams
- Provide direction to the entire customer service team including traffic management & quality assurance. Overseeing day-to-day operations of CS department with 100 staff resulting in efficient and accurate process management, Service level achievement, drive consistency in customer service standards and reporting
- Collaborate with Global and local leaders and Business support teams to achieve service level metrics
- Implemented new process and continuous improvement initiatives resulting in an increase in Service Level Metrics and overall Quality performance by 05%
- Monitored analytics to keep track of employee and operational productivity and performance; analysed performance data (including all aspects: productivity, quality, schedule adherence)
- Recommended strategic changes that will drive continuous improvement in performance
- Reported out performance management during Weekly, Monthly Business Reviews
- Leadership/People Management
- Lead, motivated & empowered staff through effective and open communication
- Ensured coaching provided based on the coaching standards to enhance agent individual performance
- Provided input to the learning & development team so that business or skill needs are met
- Created succession planning for key positions including personal development plans. Collaborated with the People Team for all related matters including hiring, performance management & retention
- Resource Management
- Ensured correct execution of the schedule set by the Global Workforce Management team, by enabling the local management team to properly execute the CS Framework. Ensured resource optimization based on the forecasting
- OPEX Management
- Planned and delivered the HYBRID model thereby saving on costs. Optimized shift scheduling which contributed to savings in the Transport cost, Escort security and infrastructure costs.
- Process improvement
- Strengthened the Customer Care foundation by the creation of Action Plan & PIP guidelines
- Ensuring Action Plan & PIP process is followed and plans conform guidelines. Monitoring & report out on CC Team Manager performance on Action Plans & PIPs
- Create guidelines for check-ins/check-outs
CS Specialist
FINASTRA SOFTWARE SOLUTIONS (India) Pvt. Ltd
03.2010 - 12.2019
- Single point of contact for Customer Escalations
- Lead a total of 16 MEA & 14 EURAM accounts for Treasury, Retail Banking, Risk Products (CS, EQUATION, TRADE INNOVATION & OPICS RISK)
- Managed financial reporting processes for quarterly and annual reports resulting in timely and accurate submissions. Conducted regular reviews to examine/audit product defects/rejects, monitor occurrence frequency, attend to client complaints/enhancement issues satisfactorily.Conducted License compliance Audit Checks on a regular basis thereby ensuring RLF receipt on time
- Collaborated with internal stakeholders and business units including the Senior Leadership Team to ensure the CRM strategy is executed well for all aspects of the business
- Project Initiation: Involved with Professional Services and supervised the handover / commissioning of projects going live and provided effective support post closure of project when required
- System Tools Management: Supervised and managed the Data Base of accurate, relevant & updated client information and transactional history about clients in Sales Force
- Rejects / Defects Processing: Arranged regular reviews to audit product defects, monitor occurrence frequency, attend to client complaints issues and resolved them satisfactorily
- As the Customer Success Manager for Strategic / Key Accounts evaluated performance of the support team
- Aligned Customer Service towards the achievement of Premium Support Service Targets (PSS), Opportunity Identification. Developed a pipeline for opportunities that contributed to overall PSS targets. Supported delivery of strategies for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products of Finastra
Education
Bachelor of Arts - English
University of Calcutta
West Bengal, India01.1996
Skills
Customer relationship Mgmt
Accomplishments
- Profit Center: On time Licence Audits helped receive RLF on time adding to the Profits
- Reference site: Turned a new Bank as a reference site for Finastra in the African market
- Project - Make mine a 10: Led to increase in the CSS and NPS scores
- Customer Delight: First time customer resolution increased customer satisfaction by 15%
STRENGTHS
- Leadership: Leading a team of 100 customer support professionals to drive consistency in customer service standards and implemented process improvement measures including cost-saving.
- Process Improvement: Streamlined Coaching and Performance improvement process thereby establishing a high performance culture, increasing C Sat and overall improvement in KPIs by 10%
- Cost Savings: Developed and implemented HYBRID model resulting in increase in work-life balance for the teams, cost savings for the organisation and also improving performance
Timeline
Senior Manager Travel Experience
Navan
03.2025 - 10.2025
Associate Director of Customer Operations
Travis Leisure and Travel India Pvt Ltd
03.2022 - Current
CS Specialist
FINASTRA SOFTWARE SOLUTIONS (India) Pvt. Ltd
03.2010 - 12.2019
Bachelor of Arts - English
University of Calcutta