Sanjay Chakravarty

• Managed BAU operations and performance delivery across multiple shifts, ensuring SLA, TAT, and quality compliance
• Set daily, weekly, and monthly performance objectives aligned with client KPIs; conducted daily standup to track and align team progress.
• Streamlined cross-functional workflows between QA, Training, and Operations teams to improve issue resolution turnaround by 18%.
• Monitored sales pipeline operations including lead status, follow-ups, and conversions through Excel-based dashboards.
• Led professional email communication with clients and internal stakeholders, maintaining 24-hour turnaround on issue resolutions.
• Prepared and shared meeting minutes with actionable deliverables using standardized templates; tracked closure using Asana.
• Trained team members on documenting project learnings into case studies to support business knowledge archives.
• Managed shift rosters, time-offs, and leave approvals to ensure seamless operations across nontech support functions.
• Coordinated marketing and sales enablement tasks, ensuring all activities aligned with brand and business priorities.
• Developed project plans, timelines, and dependencies using Google Sheets and Slack; identified and mitigated project risks.
• Conducted daily check-ins to resolve blockers, re-prioritize deliverables, and ensure adherence to SLAs.
• Created and refined SOPs to document recurring processes, resulting in a 25% reduction in transition time for new hires.
• Utilized ChatGPT and Gemini AI to generate marketing copies and client email drafts, reducing content turnaround time by 50%.
• Analyzed team performance metrics weekly and shared insights with leadership for process optimization.
• Created and executed SOPs for process stabilization, reducing errors and manual escalations by 35%.
• Built and deployed performance tracking tools using Google Sheets automation, enabling 40% productivity improvement.
• Handled WBR and MBR reporting for internal leadership and client stakeholders; drove insights on shrinkage, attendance, and SLA breaches.
• Introduced a Performance Improvement Plan (PIP) for bottom 20% of performers, increasing average compliance scores by 30%.
• Set up and led the Escalation Desk, reducing unresolved tickets by 50% and raising customer NPS by 18%.
• Successfully managed shrinkage, ensuring operational efficiency.
• Actively participated in the end-to-end recruitment process for associate-level roles, including sourcing, screening, and shortlisting suitable candidates.
• Coordinated with HR and Operations leadership to define hiring requirements based on business needs and workforce planning.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

• Led a team of 25+ agents, ensuring high customer service standards and SLA adherence.
• Conducted weekly performance reviews, improving agent efficiency.
• Implemented structured coaching programs, reducing error rates.
• Developed action plans based on client feedback, improving customer satisfaction scores.
• Managed team attendance and motivation, maintaining attrition rate.
• Attended calibration meetings with clients, ensuring alignment with business goals and process improvements.
• Managed new performance coaching quality program from initial start-up to full operational status.
• Organize team huddles and work towards keeping the team motivation at a higher level.
• Planning and execution for special projects and analysis as per the client's requirement.
• Facilitate Administrative and operational need of the team.
• Prepare and share daily Shift reports.
• Be up to date with the regular team's updates.
• Assign routine tasks to the team and drive towards meeting the productivity target.
• Conduct regular monthly 1-o-1s with all the direct reports.
• Accountable for preparing weekly / monthly reports / dashboards for client presentations.
• Accountable for the success and quality of the process.
• Ensures that the process is followed correctly in Service Operations.

Led team of 15 associates in monitoring U.S. Bank customer care calls for Default Counseling and Loss Mitigation processes.
Ensured compliance with client guidelines through daily call audits and actionable feedback.
Developed performance improvement plans, reducing process errors and enhancing team accuracy.
Served as primary liaison between client and internal operations for escalations and quality initiatives.
Conducted weekly training sessions to enhance product knowledge and compliance skills.
Presented quality dashboards and performance reports to senior management and clients.
Implemented improvements in call monitoring workflows, increasing efficiency and reducing turnaround time.
Recognized for maintaining high-quality standards while meeting client SLAs.

• 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.
• Consistently ranked in the top 5% of agents, achieving 100% quality scores in multiple performance audits.
• Resolved customer complaints faster through effective issue-tracking strategies achieved a CSAT score improvement by optimizing communication techniques and problems resolution.
• Streamlined workflow processes for increased efficiency and productivity within the team.
• Listen and evaluate to recorded calls while communicating feedback.
• Using a checklist ensured that call center agents properly and pleasantly assisted customers with making payments and solving loan related queries both for mortgage and retail products.
• Identified calls failing to meet predefined standards and identified the problem.
• Implemented agent training and coaching initiatives.
• Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Addressed non-conformance issues, pausing production to correct errors.