Summary
Overview
Work History
Education
Skills
Languages
Key Skills
References
Timeline
Generic
Sharmistha Ray

Sharmistha Ray

Kolkata

Summary

Dynamic Customer Experience Lead with expertise in team management and AI tools integration. Proven ability to enhance service efficiency through macros creation and project management.

Overview

18
18
years of professional experience

Work History

Customer Experience Lead for MVP Launch

Aivana
California
02.2025 - 07.2025
  • Creating macros and a help guide for CS executives.
  • Testing and adding tools to AI search engines.
  • Managing the team of CS executives for the start-ups.

CS Team Lead & Reputation Manager

Titan Power Plus
Bristol
04.2019 - 12.2024
  • I joined as a CS agent initially to help customers via email and chat.
  • Promoted to CS team lead for the Social Media help desk after a year (Gorgias and Zendesk).
  • Created Macros for CS team and Help guides.
  • I was assigned as the Reputation Manager and Dispute Handler for the team.

Project Manager and Online Strategist

Daeb Australia Pvt Ltd
Perth
06.2015 - 10.2017
  • I worked as a Project Manager and online strategist for this Perth-based client..
  • I handled SEO teams, social media teams, and client communications.
  • I worked as Digital strategist for local aussie clients as and when required.

SEO Strategist & Account Manager

Streetsmart Marketing
Perth
08.2011 - 05.2015
  • Initially hired as an SEO strategist to take care of the digital SEO strategy of local Australian clients.
  • After a month, the client was impressed with my work and promoted me to the Account Manager position to take care of and handle the clients (client-facing tasks), along with SEO marketing activities.
  • Eventually, I started handling the SEOs, SMOs, creating reports, and facing the clients for meetings.
  • Worked on other miscellaneous tasks as assigned.

Junior Operations assistant & SEO

Thumbshots.org
Toronto
12.2007 - 04.2011
  • I started as a trainee for the position of operations, SEO link building, and content writing.
  • Worked with authors who collaborated with the company by using their products, communication, follow-ups, etc.
  • I listed the partner company websites in the portfolio, and posted articles.
  • SEO content writing and link building.

Education

Digital Marketing -

Hubspot Online School of Digital Marketing
Online
01-2010

Travel And Tourism - Travel And Tourism

IATA
Kolkata
08-2006

Bachelor of Commerce - Financial Accounting, Cost Accounting, Audit

Calcutta University
Kolkata, India
06-2005

Skills

  • Customer experience
  • Team management
  • Macros creation
  • AI tools integration
  • Project management
  • Client communication
  • SEO
  • Paid Media
  • Social Media
  • Content

Languages

Bengali
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Key Skills

  • Good Analytical Skill, Proactive, Good Researching Capabilities, Creative and innovative bent of mind, Strong multi-tasking abilities, problem solving.
  • Excellent writing & Communication skills, Social Network building skills, Interaction with customers, Good written English, Disciplined, Able to Express Views.

References

References available upon request.

Timeline

Customer Experience Lead for MVP Launch

Aivana
02.2025 - 07.2025

CS Team Lead & Reputation Manager

Titan Power Plus
04.2019 - 12.2024

Project Manager and Online Strategist

Daeb Australia Pvt Ltd
06.2015 - 10.2017

SEO Strategist & Account Manager

Streetsmart Marketing
08.2011 - 05.2015

Junior Operations assistant & SEO

Thumbshots.org
12.2007 - 04.2011

Digital Marketing -

Hubspot Online School of Digital Marketing

Travel And Tourism - Travel And Tourism

IATA

Bachelor of Commerce - Financial Accounting, Cost Accounting, Audit

Calcutta University

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Sharmistha Ray