Shuvani Chakraborty

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

• Singing
• Listening to music

• Email and Business writing etiquette for Corporate Employees - Udemy
• Basic formulas and functions of Microsoft Excel - Coursera
• Beginners to Pro in MS Excel - Udemy
• Zero to Hero in Excel - Udemy
• Active Listening Masterclass - Udemy
• Active Listening - Udemy
• Power of Deep Listening - Udemy
• Conscious Business - Udemy
• Critical Thinking - Udemy
• Change Management - Udemy
• Think Strategically - Udemy
• Consulting Approach to Problem Solving - Udemy
• Master - Strategic thinking and Problem Solving - Udemy
• Adaptability & Resiliency - UC Davis - Coursera
• Foundation of Project Management - Google
• Fundamentals of Project Planning and Management - University of Virginia
• Women in Leadership - Udemy
• Effective Intercultural Communication - NUS

• Managing a team of 12 to 40 CSAs along with 1-2 SMEs, ensuring optimal productivity and performance, SME's performance while managing micro teams.
• Ensuring Key Performance Indicators are met like attendance, adherence, production hours, AHT, CSAT and Quality. Monitor team KPIs daily, weekly, and monthly, offering real-time support, conducting audits, and providing agent coaching on the opportunities found.
• Supervising critical process related matters like customer billing and personal data while working in customer service and ensuring end to end data security.
• Implement comprehensive tracking mechanisms for daily activities, hourly production, attendance, login/logout times, and breaks, while delivering production reports.
• Activate involvement in client interactions while discussing day to day issues, participation and leading client review calls weekly and monthly and preparation of the data.
• Active participation in compliance audits while assisting with the required data and reports.
• Facilitate pre and post-shift briefings, regular reviews, ensuring effective communication of updates.
• Strategically focused BQ management implementing a 5-day plan, while assigning other BQ agents to SMEs through focus groups and 1-1 coaching sessions.

• Father's Name: Mr. Satyabrata Chakraborty
• Mother's Name: Mrs. Minakshi Chakraborty
• Date of Birth: 20-November-1989