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Esha Sinha Chaudhuri
Bangalore
Summary
A result-oriented natural leader with over 12 years of operations management experience in E-commerce, Telecom, and ITES domains, driving and delivering excellence through accountability, agility, and strategic management. Pursuing Design Thinking and aspiring CX Leader. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Senior Manager Customer Delight
Swiggy
02.2021 - Current
- Led the lab team (experimental verticals) and created customer backwards SOPs and moved the NPS by 6pp for the platform in a quarter through 8 CX enhancement experiments by applying Design Thinking along with cross-functional teams.
- Collaborated with Food Marketplace and Instamart Product Managers to construct 120+ use cases, 8 comprehensive BRDs which acted as strategic-tactical roadmaps for enhancements and innovations.
- Led the automation team along with product and tech and launched 3 products including conversational BOT and reduced the contact center cost by 13%.
- Implemented Gig Workforce to increase overall platform utilization of agents by 14%, saving $200K monthly revenue.
- Applied Intelligent Agent Routing to assign best agents to the most severe scenarios, increasing CSAT (%) by 1.5% along with an AHT gain of 30 seconds, increasing FTR by 1.3%.
- Worked along with Restaurant Partner support and Delivery Partner support to reduce spillage in Customer Support and reduce duplication from 12% to 4%.
- Created an alert mechanism for Social Media escalation reduction and reduced the ITO from 0.20% to 0.16%.
Customer Experience Head, Senior Manager Sales and Support
Medlife International Private Limited
11.2017 - 11.2020
- Span of Control – 400 Employees
- Determining contact center’s operational strategies by need assessment, performance review, capacity planning and cost benefit analysis.
- Leading entire customer service contact center for all line of businesses for the organization through all the touch points like calls, emails, social media, Whatsapp etc
- Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders like Logistics, Growth, Product, Tech and Strategy.
- Driving customer experience & ensuring implementation of customer friendly processes leading to higher NPS, Rating and reviews.
- Escalation and Complaint management.
- Enhancing App/web experience to ensure higher conversion at platform.
- Driving business KPI like SL, complaint and volume reduction and CSAT.
- Drive sentiment and conversational quality through T&Q .
- Liaising with Product team in order to automate process and reduce cost in turn.
- New product testing
- People Management
- Meeting and exceeding revenue target for sales operation
- Handling leads being generated by different channels and vendors and designing
- Extracting the best conversion out of them
- Following Up with logistics and ensuring the maximum order is executed
- Generated 15% of overall organizational revenue and show month on month growth.
- Liaising with Marketing team in order to increase the sales
Operations Manager
Aegis Limited
04.2017 - 11.2017
- Span of Control – 250 Employees
- Determining contact centres’ operational strategies by need assessment, performance review, capacity planning and cost benefit analysis
- Managing a team of 250 executives, team leaders and AMs for the biggest south circle
- Responsible for performance management, people management and client interface
- Planning and controlling changes
- Coordinating and following up with different process owner, client and stake holders to highlight strength weaknesses, opportunities and risks on a regular basis
- Reviewing the performance reports and meeting of all the contractual targets for the client
- Attrition management and hiring to ensure back filling is in place
- Advance planning for both BCP and BAU situation
- Conducting skip meeting and ensure that E-Sat for the organization is in place
- Internal and external customer experience management.
Deputy Manager
Tata Docomo Telecommunication
09.2016 - 04.2017
Deputy Manager
IBM Daksh
04.2009 - 09.2016
- Process services, Latest Designation was, CRM operation
Education
Certification in Design Thinking And Innovation
IIM Kozhikode
01.2023 - Current
Bachelor of Science -
University of Calcutta
Calcutta 01.2005 - 01.2008
Skills
Process Improvement
Design Thinking
Strategic Planning
CX Journey Mapping
Contact Reduction
Leadership and Team Building
Interests
Timeline
Certification in Design Thinking And Innovation
IIM Kozhikode
01.2023 - Current
Senior Manager Customer Delight
Swiggy
02.2021 - Current
Customer Experience Head, Senior Manager Sales and Support
Medlife International Private Limited
11.2017 - 11.2020
Operations Manager
Aegis Limited
04.2017 - 11.2017
Deputy Manager
Tata Docomo Telecommunication
09.2016 - 04.2017
Deputy Manager
IBM Daksh
04.2009 - 09.2016
Bachelor of Science -
University of Calcutta
01.2005 - 01.2008