Archita Chanda Ray
Kolkata
Summary
Articulate and committed individual with expertise in Customer experience (ORM/Email) process management and Quality monitoring
Overview
22
22
years of professional experience
Work History
Customer Experience
BoAt Lifestyle
Kolkata
03.2021 - Current
- Quality / Training / Process Management - ORM and Email
- Utilized customer feedback to improve customer experience, resulting in a X% increase in customer satisfaction ratings
- Analyzed customer data to identify and prioritize customer needs and preferences, resulting in enhanced customer experience
- Conducted customer surveys and focus groups to uncover customer needs and preferences, resulting in improved customer experience
- Developed customer journey maps that identified areas of improvement in customer experience and increased customer satisfaction by X%
- Developed and implemented customer feedback surveys to improve customer experience, resulting in a X% increase in customer loyalty
- Developed quality checklists for different processes and designed audit and feedback mechanisms to enhance agent performance
- Adherence management for improved customer responses driving CPA, FRT and AHT
- Regular training with all LOBs to ensure process optimization
- Escalation management of high aging cases
- Training and feedback sessions with CSA's, Training and Quality team.
Food writer and blogger
Self employed
Kolkata
01.2015 - 03.2020
- Working as a freelance food blogger and food writer
- Also a founding member of Kolkata Food Bloggers community
- Organized Bake sales and Children's cooking workshops
- Launched my own website www.myfoodmylife.com
- Worked with various restaurants as a social media influencer.
Centre Head
Edify Kids
Kolkata
01.2015 - 02.2020
- Managing day to day administrative activities of the school
- Handling parents queries and interactions
- Planning weekly/monthly activities and events for students and parents
- Social media updates
- Organizing workshops for teachers and students.
Credit and Risk Analyst
Citifinancial Consumer Finance India ltd
New Delhi
03.2002 - 08.2007
- Developed and implemented a credit policy and procedures manual that improved customer service and compliance with industry regulations
- Monitored credit performance and identified potential areas of risk, resulting in a X% reduction in credit losses
- Create and maintained credit files, tracking customer payments and outstanding debts
- Reviewed and approved credit applications and customer credit limits in a timely manner.
Education
Masters in Sociology -
Dept. of Sociology Delhi School of Economics
New DelhiBachelor of Science in Political Science -
Lady Shri Ram College for Women
New DelhiClass 12 (Arts) -
Shrimanta Shankardev Academy
GuwahatiClass 10 -
St Agnes' Convent School
HaflongSkills
- Loan Processing
- Quality Monitoring
- Process Management
- Underwriting
- Social Media
- Data Entry
- Planning
- Customer Experience
Country
India
Languages
- English
- Hindi
- Bengali
- Assamese
Timeline
Customer Experience
BoAt Lifestyle
03.2021 - Current
Food writer and blogger
Self employed
01.2015 - 03.2020
Centre Head
Edify Kids
01.2015 - 02.2020
Credit and Risk Analyst
Citifinancial Consumer Finance India ltd
03.2002 - 08.2007
Masters in Sociology -
Dept. of Sociology Delhi School of Economics
Bachelor of Science in Political Science -
Lady Shri Ram College for Women
Class 12 (Arts) -
Shrimanta Shankardev Academy
Class 10 -
St Agnes' Convent School
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