Diganta Banerjee
Customer Experience Manager | Operations & Process Improvement Specialist
Hooghly
Summary
Customer-focused professional with expertise in customer experience management, post-sales support, risk analysis, and process improvement. Adept at leading teams, optimizing workflows, and enhancing customer satisfaction. Seeking a Customer Experience Manager role to drive NPS, retention, and service excellence.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Operation Analyst
XL Dynamics
01.2021 - Current
- Led a team handling 750+ loan applications monthly, ensuring high customer satisfaction and operational efficiency.
- Implemented and refined post-sales processes, improving response times and resolution rates.
- Managed end-to-end customer interactions, resolving escalations through phone, email, and chat support.
- Developed and automated workflows, reducing loan review time by 25% and enhancing service delivery.
- Monitored borrower transactions, ensuring compliance with financial regulations and fraud prevention policies.
- Conducted root cause analysis to identify pain points in customer experience and executed targeted improvements.
- Trained and mentored team members, enhancing performance, efficiency, and customer engagement.
- Led cross-functional collaboration with stakeholders to improve customer retention and process adherence.
Education
MBA - Finance
Globsyn Business School
01.2019 - 01.2021
BSC. - Physics Honors
S.A Jaipuria College
01.2015 - 01.2018
Higher Secondary - undefined
Porabazar R.D.M.U Vidyalaya
01.2014 - 01.2015
Skills
- Customer Experience Management
- Post-Sales Support & Service Excellence
- Process Improvement & Automation
- Risk Analysis & Compliance
- Customer Retention & NPS Optimization
- Cross-Functional Team Leadership
- Relationship Management & Escalation Handling
- Data-Driven Decision Making
Live Project
Customer Satisfaction Index & Experience Analysis – Spencer’s Mani Square (Feb 2020)
- Conducted a survey of 100+ customers to analyze customer satisfaction and engagement levels.
- Collaborated with HR, Marketing, and Store Managers to enhance customer experience through process refinements.
- Delivered insights to optimize store operations, customer interactions, and overall service delivery.
Timeline
Operation Analyst
XL Dynamics
01.2021 - Current
MBA - Finance
Globsyn Business School
01.2019 - 01.2021
BSC. - Physics Honors
S.A Jaipuria College
01.2015 - 01.2018
Higher Secondary - undefined
Porabazar R.D.M.U Vidyalaya
01.2014 - 01.2015
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