Sanjay Chakravarty

• Managed commute operations for Amazon PAN India, leading a team in a dynamic pilot process.
• Designed and implemented SOPs, reducing process inefficiencies by 35% and improving agent compliance.
• Developed automated tracking tools, increasing agent productivity by 40% and streamlining performance analysis.
• Established an Escalation Desk, cutting unresolved issues by 50% and improving customer satisfaction scores (NPS +18%).
• Maintained a zero attrition rate for 8+ months, demonstrating strong leadership and employee engagement.
• Successfully managed 3% shrinkage, ensuring operational efficiency.
• Introduced a Performance Improvement Plan (PIP) that enhanced bottom-quartile performance by 30%.

• Led a team of 15+ agents, ensuring high customer service standards and SLA adherence of 98%.
• Conducted weekly performance reviews, improving agent efficiency by 25%.
• Implemented structured coaching programs, reducing error rates by 30%.
• Developed action plans based on client feedback, improving customer satisfaction scores (CSAT +20%).
• Managed team attendance and motivation, maintaining an attrition rate below 5%.
• Attended calibration meetings with clients, ensuring alignment with business goals and process improvements.

• Supervised a team of 20+ associates, ensuring 100% compliance with SLAs and quality benchmarks.
• Played a key role in escalation management, resolving 95% of customer complaints within the first interaction.
• Introduced structured performance tracking, reducing process inefficiencies by 40%.
• Conducted process audits, improving accuracy in customer handling and reducing escalations by 35%.
• Led training sessions for new hires, reducing onboarding time by 50% and improving agent retention.
• Implemented a real-time issue resolution process, cutting customer complaint resolution time by 60%.

• Managed an average of 350+ customer inquiries per week, achieving a resolution accuracy of 98%.
• Became a go-to mentor for new hires, leading training sessions that improved new agent performance by 30%.
• Consistently ranked in the top 5% of agents, achieving 100% quality scores in multiple performance audits.
• Improved upselling and cross-selling rates by 20%, contributing to increased revenue.
• Resolved customer complaints 35% faster through effective issue-tracking strategies.
• Achieved a CSAT score improvement of 15% by optimizing communication techniques and problem resolution.