Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Tools And Technical Proficiencies
Languages
Timeline
Generic
SAGARIKA DAS

SAGARIKA DAS

Hyderabad

Summary

Team leader with a proven track record in performance monitoring, work delegation, and member motivation. Experienced in managing daily operations and facilitating effective team communication. Skilled in collaborating with cross-functional teams to identify needs and implement innovative solutions. Successfully led a team of 20, driving productivity and engagement.

Overview

15
15
years of professional experience

Work History

Team Lead - User Access Management (UAM)

Atmecs Technologies
Hyderabad
06.2021 - 02.2025
  • Monitored daily ticket queues across tools like Freshdesk, Zendesk, and ServiceNow, ensuring timely and accurate resolution in line with defined SLAs.
  • Provided regular constructive feedback and coaching to team members based on quality checks, adherence, and customer interaction scores.
  • Designed and implemented performance improvement plans (PIPs) for underperformers and conducted progress reviews with leadership.
  • Created and maintained Key Performance Indicators (KPIs) for individual agents and the team, aligned with business objectives and customer expectations.
  • Conducted quarterly performance reviews and weekly 1:1 check-ins, focusing on skill development, quality assurance, and goal alignment.
  • Collaborated with Quality and Training teams to enhance service delivery standards and customer engagement metrics.
  • Actively tracked Customer Satisfaction (CSAT) survey scores and initiated corrective action plans to improve service experience.
  • Analyzed team-level and individual performance metrics using Excel and Power BI dashboards to identify trends and recommend data-driven improvements.
  • Led annual appraisal cycles, documented performance narratives, and facilitated growth discussions for career development.
  • Acted as a key communication bridge between cross-functional teams, stakeholders, and support staff, ensuring smooth coordination and issue escalation.

Senior CCP

American Express
Gurgaon
11.2018 - 05.2019
  • Handled high-net-worth individual (HNI) accounts, ensuring accurate and prompt issue resolution.
  • Managed fraud investigation and chargeback queries using Salesforce and internal CRM systems.
  • Delivered seamless support via call, email, and secure messaging platforms.

Senior Customer Service Executive

ELI India
Gurgaon
10.2013 - 11.2018
  • Resolved customer queries through Freshdesk, emails, calls, and chat.
  • Oversaw payment disputes and ensured compliance with SLAs and process guidelines.
  • Trained and mentored new recruits; assisted with documentation and SOP revisions.
  • Acted as team lead during supervisor transitions and system migrations.

Process Advisor - Sales

Barclays Shared Services
Noida
05.2010 - 08.2012
  • Managed escalated customer issues, delivering consistent service for Barclaycard UK clients.
  • Promoted additional financial services and insurance, achieving sales targets.
  • Supported new hire integration through peer training and call simulations.

Education

Diploma - Aviation & Hospitality Management

Frankfinn Institute
Guwahati

C++ Programming Certification -

NIIT
Guwahati

Higher Secondary - SEBA

TC Girls School
Guwahati

Skills

  • Customer support and relations
  • User access management
  • Performance improvement plans
  • Data analysis and KPIs
  • Customer satisfaction tracking
  • Team leadership and training
  • Dispute resolution
  • Customer retention strategies
  • VIP account handling
  • New hire onboarding
  • Process coaching and optimization
  • Quality assurance and workflow standardization
  • Sales and communication excellence
  • Consultative sales and upselling
  • Tech tools and platforms expertise
  • CRM platforms (Salesforce, Zendesk, Freshdesk)
  • Project and issue tracking (Jira, ServiceNow)
  • Data analytics (Power BI, MS Excel)
  • Productivity tools (Google Workspace, MS PowerPoint)
  • Automation and monitoring (Jenkins)
  • Database skills (SQL)

Accomplishments

  • "Best Customer Service Executive" - ELI India
  • Client Appreciation & Supervisory Recognition - Atmecs Technologies

Personal Information

  • Date of Birth: 08/28/86
  • Marital Status: Married

Tools And Technical Proficiencies

  • CRM & Ticketing: Salesforce, Freshdesk, Zendesk, ServiceNow
  • Project & Issue Tracking: Jira
  • Data & Analytics: Power BI, MS Excel (Pivot Tables, VLOOKUP, Dashboards), Google Sheets
  • Productivity Tools: Google Workspace, Microsoft Office (Word, PowerPoint)
  • Automation & Monitoring: Jenkins (Basic)
  • Database Skills: SQL (Basic)

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Team Lead - User Access Management (UAM)

Atmecs Technologies
06.2021 - 02.2025

Senior CCP

American Express
11.2018 - 05.2019

Senior Customer Service Executive

ELI India
10.2013 - 11.2018

Process Advisor - Sales

Barclays Shared Services
05.2010 - 08.2012

Diploma - Aviation & Hospitality Management

Frankfinn Institute

C++ Programming Certification -

NIIT

Higher Secondary - SEBA

TC Girls School

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SAGARIKA DAS