Arijit Basu

Company Overview: A technology services company specializing in AI projects.

• Managed diverse AI-driven projects, including audio transcription and computer vision, ensuring strict adherence to 98%+ quality standards.
• Designed and presented in-depth reports, including quality analysis, delivery plans, and performance reviews, driving data-backed decision-making.
• Analyzed operational metrics to identify gaps and implement process improvements, enhancing efficiency and project outcomes.
• Collaborated with internal stakeholders and global teams to streamline workflows and optimize project execution.
• Led audits, managed attrition, and developed training programs, improving team performance and reducing turnover.
• Supervised appraisals and employee development, fostering skill enhancement, conflict resolution, and career growth.
• Implemented process automation and reporting enhancements, reducing manual effort and improving data accuracy.
  
  

Company Overview: A multinational technology company specializing in IT/ITES services.

• Led a high-performing team in an e-commerce project, ensuring compliance with KPIs and SLAs.
• Analyzed operational data and generated detailed reports, supporting strategic decision-making and performance improvements.
• Maintained strong client relationships by providing regular updates on associate performance and process enhancements.
• Managed key operational metrices, including SLA adherence, shrinkage, and attrition, implementing corrective action plans for underperformers.
• Fostered employee development through coaching, skill enhancement initiatives, and performance tracking, improving overall efficiency.
  Developed action plans to optimize productivity, reduce inefficiencies, and maintain service excellence.

Company Overview: A global provider of business services in customer engagement.

• Led and managed teams handling email, chat, and social media support for mutual fund clients, ensuring seamless customer engagement.
• Utilized CRM and social media tools to monitor and resolve customer issues efficiently, improving response time and customer satisfaction.
• Conducted regular audits and prepared operational reports, ensuring SLA compliance and adherence to quality standards.
• Implemented attrition control measures and team development initiatives, enhancing employee retention and engagement.
• Developed and executed performance improvement plans, optimizing team efficiency and operational excellence.
• Collaborated with cross-functional teams to streamline processes and enhance customer support effectiveness.
• Accountable for the annual appraisals of the team members.

Company Overview: A provider of customer engagement services.

• Managed multi-domain operations across telecom, banking, and life insurance, ensuring high-quality service delivery.
• Led a team as an SME (Subject Matter Expert), conducting process audits, training sessions, and performance monitoring to enhance efficiency.
• Analyzed key operational metrics and identified process improvement opportunities, optimizing service quality and team productivity.
• Engaged in regular client interactions, providing performance insights, and ensuring process enhancements aligned with business goals.
• Developed training modules and mentoring programs, fostering skill development, and continuous learning within the team.
• Ensured compliance with SLA requirements, reducing errors, and improving overall operational accuracy.

Company Overview: A telecom company providing services across India.

• Handled customer queries and concerns for a domestic telecom account, ensuring a high level of customer satisfaction.
• Resolved service issues efficiently, providing prompt solutions to enhance the customer experience.
• Maintained detailed records of customer interactions, improving data accuracy and case resolution efficiency.
• Educated customers on telecom services, billing processes, and product features, improving user understanding and reducing complaints.
• Achieved performance targets, including call resolution rates and customer feedback scores, contributing to overall team success.