Shrishty Ganguly

Client - Ultrahuman

🔸 Customer Support & Operations Management

• Managed daily operations across chat, email, and call support, ensuring a seamless customer experience

• Owned ticketing systems and queue management, reducing turnaround time and improving resolution efficiency

• Ensured adherence to SLAs, quality benchmarks, and response timelines

🔸 Team Leadership & People Management

• Led, mentored, and coached a team of customer support associates

• Drove performance through regular feedback, training, and productivity tracking

• Managed shrinkage, attrition, and roster planning to maintain optimal team efficiency

🔸 Stakeholder & Escalation Management

• Acted as a single point of contact between customers, product, and tech teams

• Handled high-priority escalations and critical cases, ensuring timely resolution

• Collaborated with internal teams to identify root causes and improve product/service experience

🔸 Reporting & Analytics

• Tracked and analyzed key metrics such as CSAT, AHT, FCR, backlog, and SLA compliance

• Created and shared daily/weekly/monthly performance reports with leadership

• Derived actionable insights to drive process improvements and customer satisfaction

🔸 Process Improvement & Strategy

• Designed and implemented SOPs, workflows, and quality frameworks

• Identified gaps in customer journeys and drove continuous improvement initiatives

• Improved operational efficiency through automation, process optimization, and best practices

🔹 Key Achievements

Improved Trustpilot rating from 2.8 to 3.8 by proactively engaging with customer reviews, resolving concerns, and driving positive feedback loops

• Strengthened brand credibility by closing the feedback loop with dissatisfied customers and converting experiences into positive outcomes

• Improved CSAT, response time, and SLA adherence through process optimization

• Successfully managed high ticket volumes across multiple channels while maintaining quality standards

• Client - E-Cornell University, UCLA & XLRI Jamshedpur

🔸 Process Management & Business Strategy

• Designed and implemented end-to-end sales processes, including SOPs, training frameworks, and operational strategies aligned with business goals

• Collaborated with leadership to define growth strategies, hiring plans, and team structures

• Established scalable workflows to improve lead handling, conversion efficiency, and overall productivity

• Built and maintained strong relationships with senior stakeholders at educational institutions through email, calls, and in-person interactions

🔸 Sales & Performance Management

• Led and scaled a team of academic counselors responsible for lead conversion and enrolments

• Owned complete sales funnel management — from lead generation to final conversion

• Improved lead conversion rates through structured follow-ups, call quality improvements, and timely outreach

• Partnered with marketing and dialer teams to ensure optimal lead flow, distribution, and utilization

• Monitored key business metrics including conversion %, revenue targets, pipeline health, and productivity

• Delivered consistent performance against monthly enrolment and revenue targets

🔸 Reporting & Stakeholder Management • Created and presented daily/weekly/monthly performance reports to internal leadership and external stakeholders

• Provided actionable insights to improve campaign performance, lead quality, and sales outcomes

• Acted as a bridge between business, marketing, and operations teams to align on targets and execution

🔸 People Management & Team Development

• Managed, coached, and mentored a team of counselors to consistently achieve and exceed targets

• Designed and delivered structured training programs (CRT & OJT) covering sales techniques, product knowledge, and communication skills

• Conducted regular 1:1s, performance reviews, and feedback sessions to identify gaps and improve performance

• Successfully improved underperforming team members

Achievements – Personalized appreciation from Chief Business Officer for setting up the sales process successfully.

Clients - UP West and Delhi NCR Region, NRTI Admissions, PGDM Admission), CD Loan

🔸 Business Ownership & Revenue Leadership

• Managed complete P&L ownership for the region, driving admissions and revenue targets across multiple programs • Led a team of 70+ academic counsellors with 4 Team Leaders, ensuring consistent performance and target achievement

• Designed and executed regional sales strategies aligned with business goals

• Forecasted admissions, planned monthly targets, and ensured revenue delivery through structured execution

🔸 End-to-End Sales & Funnel Management

• Built and optimized the complete sales funnel — from lead generation to application and final admission

• Established scalable processes to improve lead conversion, follow-ups, and pipeline movement

• Monitored and improved key metrics like conversion rates, lead quality, and funnel efficiency

🔸 Process & Operations Excellence

• Developed and implemented SOPs, process guidelines, and operational frameworks across multiple teams and locations

• Enabled operations teams (inbound, outbound, email support) to achieve performance targets through structured execution and monitoring

• Handled critical escalations and ensured smooth customer journey across touchpoints

🔸 Stakeholder & Client Management

• Built and maintained strong relationships with senior stakeholders at educational institutions

• Engaged through email, calls, and in-person meetings to drive partnerships and business growth

• Acted as a strategic partner to clients by aligning admissions goals with execution strategies

🔸 Reporting & Strategic Insights

• Prepared and presented data-driven reports to senior leadership on performance, forecasts, and market insights
• Identified opportunities for improvement and drove strategic initiatives to enhance business outcomes

🔹 Key Achievements

🏆 “Hall of Fame” Award – Q1 FY 2019–20

🏆 “Best Regional Manager” Award – Q2 FY 2019–20

• Successfully managed and scaled a 70+ member team, driving consistent enrolment growth.

Delivered strong performance against revenue.

Clients – ABFSG, Jubilant, OYO & HDFC

🔸 Sales Analytics & Strategy Enablement

• Partnered closely with regional sales leadership teams to drive data-backed strategies and improve overall sales effectiveness

• Analyzed sales performance trends and identified opportunities, risks, and growth levers across regions

• Delivered actionable insights to optimize conversion rates, pipeline health, and revenue outcomes

🔸 Business Partnering & Performance Management

• Acted as a strategic advisor to sales leaders, owning performance tracking and key business metrics

• Defined and monitored KPIs such as sales productivity, conversion ratios, and regional performance indicators

• Supported leadership in driving top initiatives and business priorities

🔸 Data, Reporting & Visualization • Designed and managed daily, weekly, and monthly dashboards and reports for multiple stakeholders

• Transformed complex datasets into clear, visually compelling insights to support decision-making

• Strengthened reporting frameworks to improve data accuracy, visibility, and turnaround time

🔸 Tools, Training & Process Excellence • Became a Subject Matter Expert (SME) on internal tools (ALT), dashboards, and reporting systems

• Conducted training sessions for sales teams to improve tool adoption and data-driven decision-making.

🔸 Operations & Governance

• Managed month-end and quarter-end processes, ensuring data accuracy and business closure compliance

• Led communication of sales processes, updates, and operational changes across teams

• Played a key role in operations reviews and leadership meetings, presenting insights and recommendations

🔹 Key Projects 📌

OYO – FMEA Risk Reduction Project (Project Lead)

• Led a critical initiative to identify operational risks and implement preventive measures

• Improved process reliability and reduced risk exposure through structured analysis and execution

🔹 Key Achievements

🏆 “Best Performer” Award – 2 Consecutive Quarters (2017–18)

CERTIFICATIONS

 Distinctively attained PROCESS EXCELLENCE CERTIFICATION TRAINING in Six Sigma.

 Distinctively attained YELLOW BELT CERTIFICATION in Six Sigma.

• Clients – Centerpoint & Entergy
• Key Responsibilities & Impact
• Conducted call, case, and process audits based on defined CTQs and quality parameters to ensure compliance and service excellence
• Monitored agent interactions (online/offline) to identify gaps in communication, process adherence, and customer handling
• Delivered structured feedback and coaching to agents, improving performance in soft skills and process knowledge
• Identified recurring issues and partnered with operations to drive process improvements and reduce errors
• Led quality calibration sessions and ensured alignment between QA and operations teams
• Conducted new hire training and refresher sessions on quality standards and customer experience
• Performed root cause analysis (RCA) on quality deviations and CSAT bottom box cases to identify improvement areas
• Developed action plans to improve quality scores, CSAT, and overall team performance
• Generated daily/weekly quality reports and dashboards using NICE system data, highlighting trends and training needs
• Actively participated in client and internal reviews, sharing insights and recommendations
• Collaborated with stakeholders to bridge process gaps and enhance team capability

🔹 Key Contributions

• Improved quality scores and compliance through targeted coaching and training initiatives

• Strengthened CSAT performance by addressing bottom box feedback and recurring issues

• Enabled better decision-making through data-driven reporting and insights

• Analyzed operational data to identify process improvements and efficiencies.
• Collaborated with cross-functional teams to support project initiatives and enhancements.
• Developed reports using advanced Excel functions for performance tracking and analysis.

• Diagnosed performance and learning gaps, and designed targeted training, coaching, and development programs
• Mentored teams across Customer Support, CEO desk, and Social Media escalation channels, improving service quality and resolution efficiency
• Provided real-time operational support to resolve customer issues and help teams meet service targets
• Monitored team performance against KPIs and implemented corrective action plans to drive continuous improvement
• Conducted call monitoring and feedback sessions to enhance communication, process adherence, and customer handling skills
• Identified training needs and created structured learning roadmaps to improve team capability
• Collaborated with Training & Quality teams to gather updates and ensure consistent communication across voice and email channels
• Participated in quality calibrations and process improvement initiatives
• Shared weekly performance insights with leadership and contributed to decision-making
• Coordinated with multiple stakeholders through daily connects to ensure smooth resolution of escalations
• Maintained effective floor management and operational discipline

🔹 Key Contributions

• Improved team performance through targeted coaching, training, and real-time support

• Strengthened escalation handling and cross-team collaboration

• Enhanced customer experience by ensuring consistent process adherence and faster issue resolution

• Customer Solution Specialist –Customer Experience
• Handled customer queries and service requests across channels, providing accurate and timely resolutions
• Ensured quick turnaround time (TAT) while maintaining high standards of customer satisfaction
• Maintained accurate and updated customer records in internal systems
• Followed standard processes while taking appropriate approvals for exception handling to resolve unique customer cases
• Worked in a high-pressure, deadline-driven environment, managing multiple customer interactions effectively
• Responded promptly to urgent requests and escalations, ensuring minimal service disruption

🔹 Key Contributions

• Consistently delivered reliable and customer-centric support
• Built strong foundation in customer handling, communication, and problem-solving skills