ARIJIT BHATTACHARYA

Process Setup & Leadership

• Initiated a new Billing pilot process facilitating comprehensive onshore training to establish the process from inception.
• Collaborated closely with onshore stakeholders to calibrate operations and ensure seamless process dissemination.
• Partnered with the Automation team to design and implement a robust Quality Control system for Commercial Billing.
• Trained and developed staff, enhancing team performance significantly.

• Driving a team of 40-45 advisors. To ensure all the process-level KPIs like SLA, CSAT, quality, and NPS were delivered.
• Conducting monthly one-on-ones with the team members, showing them the growth path, and tracking the Early Warning System (EWS) for all direct reports.
• Leading the escalation layer of client handling and CEO complaints.
• I have been part of the transition, successfully led the project's go-live, and trained multiple batches. I have also created and curated standard operating Procedures (SOPs).
• Taking care of UAD audits to prevent HIPAA violations.
• Decision-making and driving metrics on the procedures audit report provided by the quality team.

• Led team of 25-30 associates, achieving key performance metrics and exceeding customer satisfaction targets.
• Identified and pursued new business opportunities, resulting in the acquisition of eCW ENR. Through strategic planning and collaboration with the internal/external stakeholders.
• Provided coaching and mentoring, fostering a culture of continuous learning and development within the team.
• Conducted performance reviews, managed employee relations, and facilitated career advancement opportunities.

• Resolved complex customer inquiries with efficiency and empathy, consistently exceeding resolution rates.
• Finding scope for process improvement and suggesting ideas to the Stakeholders.
• Successful in grooming people for the next level through cracking external test FLM.
• Received recognition for exceptional leadership and customer service, including the "Best Team Leader" award for 3 quarters consecutively.

• Helped riders/drivers with the information on their trips.
• Ensuring proper resolution and customer satisfaction.
• Taking actions according to the outcome of the investigation.
• Providing Floor support to other team members.
• Completed daily and monthly productivity targets.
• Ensured monthly quality targets were met.
• Received several appreciations from onshore partners upon achieving & supporting in challenges.