SHILADITYA BANERJEE

• Directed sales and customer success operations across multiple driving school branches, achieving a 20% year-over-year increase in enrollments and maintaining 95%+ student satisfaction.
• Developed and implemented customer acquisition and retention strategies that expanded the learner base by 18% and strengthened long-term relationships.
• Established performance standards and compliance protocols to ensure 100% adherence to safety, licensing, and quality training requirements.
• Collaborated with marketing teams to execute data-driven campaigns aligned with enrollment goals, resulting in a 25% growth in lead generation and brand awareness.
• Designed and delivered staff training and onboarding programs focused on service excellence, improving student engagement and completion rates by 15%.
• Utilized CRM systems and feedback analytics to track performance metrics, optimize the sales funnel, and enhance customer experience.
• Fostered a high-performance culture emphasizing collaboration, accountability, and continuous improvement across all operational teams.

• Increased customer satisfaction by 22.8% through process optimization, service quality enhancement, and proactive customer support initiatives.
• Handled 1,700+ customer calls daily while ensuring service-level adherence, issue resolution within SLA timelines, and superior client experience.
• Optimized operational and departmental costs by restructuring budgets, upgrading systems, and implementing process automation to improve efficiency.
• Developed and executed sales growth strategies, tracked team KPIs, and conducted performance evaluations to align with organizational goals.
• Drove a 15% increase in sales revenue through targeted sales campaigns, effective cross-selling, and upselling of premium service offerings.
• Expanded the B2B client portfolio by identifying and onboarding strategic partnerships, generating consistent recurring revenue streams.
• Recruited, trained, and onboarded high-performing team members, fostering a culture of accountability, collaboration, and continuous improvement.

• Collaborated with Founders: Maintained optimum levels of communication with company founders to ensure the efficient and effective completion of key projects, fostering a strong partnership between leadership and operational teams
• Customer Satisfaction Improvement: Increased customer satisfaction by resolving product issues quickly and efficiently, ensuring customers' needs were met and enhancing overall service quality
• Leveraged Customer Feedback: Actively applied customer feedback to drive continuous process improvements, ensuring that long-term business needs were supported and met consistently
• Team Leadership & Mentoring: Maximized team performance by mentoring a team of 26 associates and 4 Assistant Managers, monitoring daily activities, and fostering a positive, results-driven environment
• Achieved NPS Improvement: Successfully increased the Net Promoter Score (NPS) from 34% to 78% in 90 days on key routes through strategic process enhancements and focused customer engagement
• Online Sales Growth: Led the charge in online sales, driving a revenue increase of 23.2% by optimizing sales strategies and improving customer experience in digital channels
• CRM Tool Implementation: Spearheaded the onboarding of new CRM tools (ZOHO, Freshdesk), playing a key role in their successful implementation and ensuring smooth integration across teams
• Process Improvements: Applied customer insights to develop process improvements that supported long-term business goals and operational efficiency
• Spearheaded Key Projects: Led three critical projects focused on target audience identification, call volume optimization, and NPS improvement, delivering measurable results on all fronts
• Adaptability & Success in Fast-Paced Environments: Consistently proved successful in meeting tight deadlines and excelling in a fast-paced, high-pressure atmosphere, ensuring project success without compromising quality

• Reviewed Customer Inquiries: Conducted comprehensive reviews of all customer inquiries to fully understand project scope, ensuring that internal processes were aligned and compliant with requirements for timely and accurate responses
• Created Operational SOPs: Spearheaded the development of Standard Operating Procedures (SOPs), ensuring consistent, efficient, and compliant operational practices across the team
• Managed Sales & Operations Team: Led a team of 15 employees across Sales and Operations, ensuring smooth collaboration between departments and driving team performance toward meeting operational and sales targets
• Service & Maintenance Cost Reduction: Successfully reduced service and maintenance costs by 45%.
• 1,365, achieving significant cost savings while maintaining high-quality service delivery
• P&L Management: Held full responsibility for the Profit & Loss (P&L) of the Gurgaon region, managing monthly revenue of Rs
• 25 Lacs and ensuring the business met financial targets while optimizing costs and operational efficiency

• Managed Large Team: Oversaw a team of 54 employees, including hiring, training, and fostering professional growth, ensuring a motivated and high-performing workforce aligned with company goals
• Implemented Cost-Saving Initiatives: Successfully implemented cost-saving initiatives that addressed long-standing operational challenges, resulting in savings of Rs
• 7 Lacs per month while maintaining service quality and operational effectiveness
• Complete P&L Management: Held full responsibility for the Profit & Loss (P&L) of Delhi/NCR zones, closely monitoring commercials and key metrics to ensure profit margins were maintained and financial objectives were met
• Operational Business Management: Managed an entire operational business generating Rs
• 22 Lacs in monthly revenue, ensuring smooth operations, cost control, and achievement of business goals
• Increased Customer Satisfaction: Resolved key operational issues related to move-in/move-out processes, significantly improving customer satisfaction and streamlining service delivery

• Complaint Management & Resolution: Effectively handled customer complaints, providing timely and appropriate solutions and alternatives within designated timeframes
• Followed up with customers to ensure complete satisfaction and issue resolution
• High-Level Escalations: Managed high-level customer escalations, ensuring that critical issues were resolved immediately or within 24 hours
• Successfully addressed urgent concerns, which played a key role in retaining customers and protecting brand reputation
• Customer Support Strategy: Developed and implemented a customer support strategy focused on increasing customer retention
• By enhancing service delivery and proactively addressing issues, helped drive long-term customer loyalty and satisfaction

• Handled 20 calls per day to address customer inquiries and concerns( Escalation Calls )
• Completed project on AHT(Avg Handling Time)
• Was successful in reducing the same for the process from 8 minutes to 6 minutes

• Fixing up technical issues of customers
• Team member of “Priority 1” calls: Priority 1 calls were only given to high revenue generating executives

• Joined as ‘Technical Support Executive' handling 30-45 calls/day
• Awarded ‘Best Performer' as MOD of VERIZON process