Summary
Overview
Work History
Education
Skills
Country
Languages
Timeline
Generic

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 Delhi

Bachelor of Science in Political Science -

Lady Shri Ram College for Women
New Delhi

Class 12 (Arts) -

Shrimanta Shankardev Academy
Guwahati

Class 10 -

St Agnes' Convent School
Haflong

Skills

  • 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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Archita Chanda Ray