Satyajit Naik

Professional Overview:

Overseeing a team of 180+ FTEs, including 145 operators, 6 Team Leads, 1 QA Lead, 3 Trainers, and 5 Assistant Managers, with responsibility for delivering operational excellence and robust engagement across global pre-sales operations in multiple regions and verticals.

Key Responsibilities & Achievements

• Global Program Expansion: Led Uber Eats pre-sales operations expansion across APAC (Australia, New Zealand, Japan, Taiwan, Sri Lanka), LatAm, and US&C for Outbound, Inbound, and Self-Prospecting processes.
• Delivered end-to-end program execution, from discovery sessions and resourcing to SOP development and on-time process launches (APAC – Nov 2023, LatAm – Dec 2023).
• Developed and implemented standardized workflows, reducing regional process gaps and language dependencies.
• Managed centralized Agent and Quality Control teams, driving a 37%+ increase in TPH, a 67%+ reduction in error rate, and up to 53% CPL reduction across regions.
• Maintained attrition below 3%, supported by strong employee engagement, growth, and internal promotion initiatives.
• Conducted cross-functional training across LOBs, achieving 100% SLA adherence and optimized headcount allocation.
• Implemented uTask automation for lead assignment, boosting TPH by 12% and reducing manual errors by 13%.
• Introduced real-time error feedback mechanisms, improving feedback loop efficiency and agent performance.
• Established monthly business reviews, centralized Slack channels, and queue tracking tools for improved visibility and communication.
• Strengthened governance and performance management through CORP/PIP frameworks, ensuring timely interventions.
• Maintained consistent stakeholder engagement with transparent communication and result-driven collaboration.
• Achieved an average CSAT score of 4.8/5, driven by responsiveness, quality assurance, and customer focus.
• Initiated monthly recognition programs to celebrate top performers and boost team morale.

Key Projects

• Closed-Lost Analysis (Aug 2024): Optimized win-back strategy and closure rates through enhanced cross-regional data alignment.
• Duplicate Search BOT – Phase 1 (Sep 2024): Automated duplicate lead checks, reducing processing time from 45 to under 10 seconds.
• Process Reengineering 4.0 Ideathon (Nov 2024): Led innovation initiative with 7 SOP improvement ideas shortlisted for implementation.
• Cross-Training Implementation (Dec 2024): Integrated QC, Training, and Operations teams across OFD & Grocery for improved agility and resource utilization.
• Real-Time Error Feedback System (Dec 2024): Reduced quality feedback turnaround from 72 to 48 hours, enabling faster corrective actions.
• Global SOP Standardization (Feb 2025): Unified global procedures, enhancing onboarding, reducing training time, and supporting process consistency.
• Duplicate Search BOT – Phase 2 (Ongoing): Enhancing logic and system intelligence to further minimize manual workload.
• SOP Digitization via Google Sites: Streamlining access and version control through centralized SOP repositories.
• AHT Utilization Dashboard (Ongoing): Developing real-time dashboards to track handling times and balance workload.
• Training Plan Enhancements (Ongoing): Upgrading onboarding and cross-training modules to improve knowledge retention.
• SFDC–Tableau Integration (Ongoing): Automating performance tracking and reporting through seamless dashboard connectivity.

• Led a team of 17 FTEs managing the overall performance.
• Managing SLA’s and responsible for KRA’s and deliverables.
• Daily/Weekly meetings with managers and attending performance reviews.
• Attending WBR and MBR with clients on performance.
• Contributed in generating ideas on process improvement.
• Have performed various experiments on process improvement and sharing ideas.
• Delivered Quality performance consistently below target.
• Been part of ASTER extension trial testing phase for the site. Attending weekly client calls on performance and managing real-time SLAs.
• Attending weekly client calls on performance & managing real-time SLA’s.
• Handling multiple offline queues.
• The performance rating for the last three cycles has been 4 and above, with the recent performance rating at 5.
• Career pathing and appraisal discussions with agents based on performance. ● Coached and groom agents on internal promotions (IJP's).
• Was awarded best lead award for 3 quarters consecutively in 2021.
• Assisted the project excellence team with various projects.

Responsibilities:

• Site SPOC on call tracker – Providing analysis on missed opportunities. Attending weekly client calls on performance and managing real-time SLAs.
• Attending weekly client calls on performance & managing real-time SLA’s. Performing RCAs on bottom performers and call drivers.
• Performing RCA’s on bottom performers and call drivers.
• Career pathing and appraisal discussions with agents based on performance.

Responsibilities:

• Hanlded a team of 18 advisors (Vitality) with bottom quintile. Handling U-TXT reporting for the site.
• Handling U-TXT reporting for the site.irmation texts for payment revesals made) for the site.
• Adjustments & Waivers lead for the site ensuring all refunds are appropriate and providing updates and feedback on the same. Completing appraisals and discussions on career pathing for the agents.
• Completing appraisals and discussions on career pathing for the agents.
• Managing team and site adherence on a real-time basis.

Responsibilities:

• Taking escalations for the team on a real-time basis.
• Identifying process gaps and helping agents in bridging the gap. Weekly 1-on-1 discussions with the team agents on performance.
• Weekly 1-2-1 discussion with the team agents on performance.
• Managing the sales numbers for the team on a real time basis meeting targets.

PROJECT#3 BT RETAIL CS Client: BT (British Telecom) Role: Customer Service Executive

Duration: July 2010 to August 2011.

Responsibilities:

• Handling customer calls related to billing and also handling complaints.
• Sharing the weekly report & updates with the team.
• Maintaining and achieving the set minimum target on a daily basis.
• Mentoring new agents through sit-bys and buddying.

PROJECT#2 SUNTRUST BANK

Client: SunTrust Bank (US Collections)

Role: Customer Service Executive; Duration: Sept 2009 to June 2010.

Duration: Sept 2009 to June 2010.

Responsibilities:

• Outbound calling with US collections process (vehicle & boat loans).
• Targeting to achieve the highest collection for the month.
• Providing payment plans and options to customers.
• Overcoming objections and providing a suitable plan to recover the payment.

PROJECT#1 GREEN POINT MORTGAGE

Client: Green Point Mortgage

Role: Customer Service Executive

Duration: April 2008 to August 2009

Responsibilities:

• Handling inbound calls with queries related to mortgage payments and billing enquiries.
• Handling customer complaints regarding payment installments, ESCROW, interest rates, and early payment options.
• Managing real-time stats (LACHT) for the team and publishing a daily report.
• Dealing with loss-mitigation cases and providing the best resolution in order to recover the mortgage payments.