Richa Ghosh
Thane
Summary
Dynamic and results-driven professional with a proven track record in developing and executing innovative strategies across process management, automation, customer experience, quality assurance, and back-end banking operations. Expertise in driving operational excellence and enhancing customer satisfaction through effective process improvements. Seeking senior-level opportunities within a forward-thinking organization that values strategic vision and a commitment to quality. Demonstrated ability to lead cross-functional teams and deliver measurable results aligned with organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Team Manager
AWS
Bangalore
11.2022 - Current
- Leading a team of approximately 10 associates; responsible for the overall direction, coordination, and evaluation of the team.
- Assisting the team in handling customer queries related to account and billing of their AWS Cloud Computing account.
- Owning escalated customer contacts and leading the effort to a satisfactory resolution.
- Performing a deep dive analysis on selected customer contacts to gather lessons learned, then using that information to update internal reference materials and processes.
- Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
- Actively seeking solutions to customer needs, communicating trends to leadership, and driving projects that improve support-related processes.
- Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
- Assisting with customer communication during AWS critical launches and support events.
- Performing ambiguous tasks without guidance and support, and having the ability to suggest actions without having all the information.
- Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Demonstrate technical knowledge of cloud computing and AI to help customers and the team with account and billing-related queries.
Compliance Manager
Amazon India Development Centre
Pune
10.2021 - 10.2022
- Manage a team of up to 20 people which has Subject Matter Experts (SME) and Individual Contributors (IC) that acts as support function for team
- Own business metrics and processes, aligned with business goals; establish processes for measuring, tracking, and driving continuous improvement of metrics
- Contributes to goal settings for direct team members in lines with process goals
- Responds to escalations/ analyzes data; highlights trends and gaps, and prepares data for business meetings/reviews
- Analyze defects and develop programs that fix root causes and work with other support/tech/process excellence teams wherever required
- Build and scale process-related solutions that have metric impact through multiple projects and automation, drive adoption of solutions across teams
- Tracks and reports key team metrics
- Review SOPs, processes, and tools to ensure that proactive changes have a positive impact on process and team performance
- Develop teams, SMEs, and ICs by setting SMART goals and driving developmental plans.
- Provide regular coaching and feedback and help them grow in functional and leadership skills
- Participate in hiring people (both internal and external)
Service Quality Manager
Aditya Birla Finance Limited
Mumbai
03.2019 - 09.2021
- Setting up service quality as a function in customer service.
- Conducting quality audits at various touch points, publishing scores at the end of each month, and conducting course correction training sessions for auditees.
- Being a mentor for Six Sigma projects for the Customer Service function as a whole.
- Enhance customer experience through process improvement projects across all Customer touch points
- Facilitate internal and regulatory audits pertaining to the customer service function.
- Fueling SOPs and Training material for better understanding of processes and systems
- Publish Quality MISs to all stakeholders within and outside Customer Service function
Service Process Manager
Vodafone India Limited
Mumbai
06.2016 - 02.2019
- Defining the operational process workflows for all activities pertaining to customer Life cycle in the customer service function and maximizing customer experience as key driver
- Re-engineering processes by automation ensuring minimum manual intervention leading to higher productivity and cost benefits within Customer Service
- System modification and enhancement basis feedback received from “Voice of Customer”
- Working closely with departments to work upon Products and Services launched and suggest improvements
- Take up and lead process efficiency projects with a goal to recognize deficiencies and implement solutions.
- Operational KPIs, including Customer Satisfaction Score, Complaints per 1,000 subscribers, Complaint/Request closure TAT, and Repeat Interaction percentage.
- Key performance indicators include Process Standardization and Re-engineering activities undertaken, Implementation effectiveness for Voice, Data and VAS
- Process Change Management consisting of Compliance Audit score and Process Repository Management
Zonal Customer Service Lead
Vodafone Digilink Limited
Ajmer
04.2015 - 03.2016
- Leading end-to-end process of activation & documentation for entire customer base, request provisioning for existing subscribers and automation to reduce TAT for subscribers & scope of errors and streamline processes at circle level
- Assisting in budgeting & AOP
- Ensuring TAT compliance for activation and request processing.
- Defining various processes for new acquisition products & migration of existing base
- Minimizing reject percentage and increasing the compliance of TAT through periodic feedback to sales.
- Assuring adherence to Processes and SLAs at the vendor’s location with regard to activation and documentation.
- Managing complete day-to-day operations with accountability of systematic identification & categorisation of resources and development of effective plans for achievements of SLA & quality norms; ensuring timely delivery of multiple projects as per requirements of compliance, quality, time and cost parameters
- Serving as end point of contact for customer escalations; developing essential business service offerings and building customer relationships to accelerate growth
Branch Credit Manager
ICICI Bank
Alwar
09.2014 - 03.2015
- Led credit, underwriting, and decision-making of Home Loan, LAP, Non-Residential Premises, and PSL proposals.
- Implemented initiatives in terms of special projects; provided constant training to the CPC, channel partners, and sales team.
- Interfaced with different support functions, like RCU-technical and operations.
- Performed PD and credit assessment for high-value cases, and recommended the same to the senior management team.
- Worked on property related operations (like legal title and market value of the property)
- Liaised with customers and understood the business for regularly monitoring delinquencies and infant.
Area Operations Manager
ICICI Bank
Ajmer
09.2011 - 09.2014
- Solicited business of HL, CL, PL and Agri-Loan disbursements in Ajmer & nearby spoke locations
- Led proper activation of loan accounts as per approved terms, timely disbursements and proper execution of all transactions & operational risks in transaction processing
- Managed transaction documents, generated periodic MIS for various stakeholders and controlled limits & terms in the system on an ongoing basis for timely response to client / RMs queries
- Maintained Branch Balanced Score Card (BSC) for more than 90% on a monthly basis and maintaining bank cost
- Supervised the genuineness of transactions and the management of operational risk.
- Assured strict adherence to TAT & cut-offs when business was in high growth phase
- Patronized training programs for Sales & Credit for upgrading them with regards to policy & process amendment
Assistant Manager of Operations
ICICI Bank
Ajmer
08.2009 - 09.2011
- Supervised the daily operations for a retail bank.
- Rendered excellent customer service and managed operations like account opening, fixed deposits, lockers, and foreign exchange as per existing relationships and enhancement of their value.
- Managed DEMAT Foreign Exchange Desk to solve the customer's queries
- Managed all service requests raised by customers for the branch through the internal software 'FCRM' to ensure timely resolution of requests and complaints.
- Implemented audit parameters of the branch through reconciliation of inventory & relevant return filing
- Serviced the needs of all privileged clients of the bank
- Maintained high service standards in all operational activities as per banking norms
- Assured delivery of 100% customer delight as per “Khayaal Aapka” initiative
- Led cross-selling and developed healthy relationships with existing customers; sold investment products like Mutual Fund, Life Insurance General Insurance and Gold
Education
PG Diploma - Banking And Finance
ICICI Manipal University
Bangalore07-2009
BBA - International Business
MDS University
Ajmer08-2008
Skills
- Data analysis
- Process automation and optimization
- Cloud computing
- Quality improvement strategies
- Stakeholder management
- Project Coordination
- Collaborative Team Management
- Banking Operations Management
- Strategic Stakeholder Communication
- Skilled in AI Application
Certification
- Lean Six Sigma Black Belt Certified
- JAIIB & CAIIB (All India Certified Course for Bankers) from Indian Institute of Banking & Finance in 2013
- NCDO Certified
- AMFI & IRDA Certified
Accomplishments
- Best Team Manager for Q1 and Q2 2025 in my stint with AWS as Customer Service Manager
- Recognized and awarded by a Global Leader in AWS in November 2024 for contributions in the launch of a project – Early Exit Signals
- Certificate of Appreciation 'Udaan' in May 2019 and October 2020 for demonstrating Aditya Birla Capital values at work
- Appreciation from the COO of Vodafone India Limited
- Certificate and memento for being 'Megastar' for Q3 2017
- Certificate for being 'Vodafone Star' for H1 2017
- Memento for winning the 'Region Star' for the West Region in 2016
- Employee of the Month award at the zonal level in October 2012 and July, September, and November 2013 for exemplary performance in branch KPI deliveries
- Certificate for managing processes during Q1 FY 2013-14 from the zonal head
- Certificate from the senior general manager for senior excellent contribution in the 'Operation Group Knowledge Fair 2013'
- 'Best Customer Service' certificate in 2012
Timeline
Customer Service Team Manager
AWS
11.2022 - Current
Compliance Manager
Amazon India Development Centre
10.2021 - 10.2022
Service Quality Manager
Aditya Birla Finance Limited
03.2019 - 09.2021
Service Process Manager
Vodafone India Limited
06.2016 - 02.2019
Zonal Customer Service Lead
Vodafone Digilink Limited
04.2015 - 03.2016
Branch Credit Manager
ICICI Bank
09.2014 - 03.2015
Area Operations Manager
ICICI Bank
09.2011 - 09.2014
Assistant Manager of Operations
ICICI Bank
08.2009 - 09.2011
PG Diploma - Banking And Finance
ICICI Manipal University
BBA - International Business
MDS University