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ARPITA DAS
Customer Experience
Mumbai,MH
Work Preference
Summary
Results-driven CRM Quality, Customer Experience, and Quality Assurance professional with 7+ years of experience in Customer Support Operations and overall 15+ years of experience in various fields. Contact Centre Operations, Quality Audits, Transaction Monitoring, Escalation Management, Customer Journey Mapping, and Process Improvement. Demonstrated success in leading teams of 50+ customer service professionals, conducting 300+ quality audits per month, and driving measurable improvements in customer satisfaction and operational performance. Improved CSAT by 12%, reduced DSAT by 8%, lowered customer escalations by 5%, and increased team productivity by 30%. Strong expertise in Quality Monitoring, Root Cause Analysis (RCA), Coaching & Feedback, Knowledge Management, Stakeholder Management, SOP Compliance, Training & Development, and Service Excellence. Recipient of multiple Excellence Awards and Best Employee Award. Six Sigma Level 1 certified.
Overview
1
1
Certification
20
20
years of professional experience
3
3
Languages
Work History
Lead Customer Experience
Sutherland Global Services Pvt. Ltd.
Mumbai, Maharashtra
03.2021 - 07.2026
- Drove CSAT improvement initiatives through customer journey optimization and process enhancements, resulting in higher customer satisfaction.
- Lead CRM Quality and Customer Experience initiatives across multiple customer support channels.
- Conducted quality DSAT audits, transaction monitoring, and quality monitoring, enhancing service delivery.
- Analyze customer interactions and identify improvement opportunities using DSAT Analysis and Root Cause Analysis (RCA).
- Partner with stakeholders to implement customer-centric process improvement programs.
- Led coaching and feedback sessions to enhance agent performance and ensure quality compliance.
- Ensure adherence to SOPs, quality standards, and service excellence benchmarks.
- Support customer retention initiatives through enhanced customer experience strategies.
- Improved CSAT by 4%
- Reduced DSAT by 8%
- Improved AHT productivity by 30%
Customer Experience & Quality Specialist
Disney
Mumbai, Maharashtra
12.2017 - 03.2021
- Resolved high-priority customer escalations, legal complaints, and sensitive issues to restore customer satisfaction.
- Conducted quality reviews and delivered coaching and feedback to agents, enhancing service quality.
- Supported customer experience improvement initiatives across support channels.
- Provided omnichannel support through Email, Chat, Twitter, Facebook, and Instagram.
- Mentored new hires and supported onboarding and training initiatives.
- Created reports, dashboards, and presentations with operational insights for leadership to inform decision-making.
- Novi Digital Pvt. Ltd.
Operations Executive
AirCheck India Pvt. Ltd.
Mumbai, Maharashtra
03.2014 - 12.2017
- Managed US-market operations and executed processes to ensure alignment with strategic objectives.
- Ensured operational accuracy, compliance, and reporting quality.
- Collaborated with cross-functional teams to uphold service standards and enhance customer satisfaction.
- Monitored radio advertising campaigns across multiple US radio stations to optimize reach and effectiveness.
Talent & Casting Head
Fremantle Media Ltd.
Mumbai, Maharashtra
03.2011 - 06.2011
- Coordinated talent sourcing and stakeholder engagement to streamline casting operations for India's Got Talent Season 3.
- Managed participant logistics and support throughout event planning to ensure seamless execution.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Casting Producer
Big Synergy Media Ltd.
Mumbai, Maharashtra
12.2006 - 02.2011
- Worked on leading television properties including:
- India's Got Talent
- Kaun Banega Crorepati
- Dus Ka Dum
- Aap Ki Kacheri
- Jhalak Dikhhla Jaa
- Managed contestant logistics to ensure seamless participation and engagement.
- Coordinated celebrity schedules to optimize availability and enhance show production.
- Defined key responsibilities to streamline production processes.
- Stakeholder Management
- Assisted in production tasks.
- Oversaw event execution.
- Handled casting processes.
- Directed communication efforts.
Education
Post Graduate Diploma - Mass Communication
Indira School of Communication
Pune01-2006
Bachelor of Commerce (B.Com.) -
B.Y.K. College of Commerce
Pune01-2003
Skills
- Customer Experience Management
- Quality Assurance
- Quality Analyst
- Quality Monitoring
- Quality Audits
- Customer Support Operations
- Contact Centre Operations
- Process Improvement
- SOP Creation & Compliance
- Root Cause Analysis (RCA)
- DSAT Analysis
- CSAT Improvement
- Transaction Monitoring
- Customer Journey Mapping
- Escalation Management
- Customer Retention
- Coaching & Feedback
- Training & Development
- Team Leadership
- Stakeholder Management
- Reporting & Analytics
- Email Support
- Chat Support
- Social Media Support
- Service Excellence
- Knowledge Management
- CRM Quality
Certification
Six Sigma – Level 1 Certified
Accomplishments
- Managed and mentored a team of 50+ customer support professionals.
- Conducted 300+ quality audits and transaction reviews every month.
- Annual team target – 3000 cases
- Audit Score benchmark is 85%
- Promotion: Senior executive to Team Lead
- Improved Customer Satisfaction (CSAT) scores by 12%.
- Reduced Dissatisfaction (DSAT) scores by 8% through RCA-driven action plans.
- Reduced customer escalations by 5% through proactive quality interventions.
- Increased operational productivity by 30% through workflow optimization and coaching.
- Successfully delivered 57+ training and coaching batches.
- Achieved average quality performance scores exceeding targets by 11.25%.
- Recipient of Excellence Awards and Best Employee Award.
- Completed Six Sigma Level 1 certification.
Hobbies and Interests
- Reading
- Blogging
- Writing
- Travel
- Photography
Languages
- Hindi
- Marathi
- Bengali
- English
- Hindi
- Marathi
- Bengali
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Awards Recognition
- Excellence Awards
- Best Employee Award
Languages
Bengali
Native language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Interests
Reading
Travelling
Yoga
Writing
Timeline
Lead Customer Experience
Sutherland Global Services Pvt. Ltd.
03.2021 - 07.2026
Customer Experience & Quality Specialist
Disney
12.2017 - 03.2021
Operations Executive
AirCheck India Pvt. Ltd.
03.2014 - 12.2017
Talent & Casting Head
Fremantle Media Ltd.
03.2011 - 06.2011
Casting Producer
Big Synergy Media Ltd.
12.2006 - 02.2011
Post Graduate Diploma - Mass Communication
Indira School of Communication
Bachelor of Commerce (B.Com.) -
B.Y.K. College of Commerce