Siddhartha Sengupta

• Established profitable business that reached break-even within 18 months.
• Formed a skilled team to align with business objectives and enhance productivity.
• Optimized company budget, reducing expenses while increasing profitability.
• Analyzed sales data to identify trends and refine marketing strategies.

Citibank credit card services

• Achieved cost savings by implementing FCR exceeding 80%
• Reviewed operational hybrid model efficiency, minimizing TAT by 60%.
• Managed approximately 75 inbound and outbound customer calls daily
• Maintained average NPS score of X
• Communicated with customers to assess needs and provide timely, quality support.

Australian outbound calling process for phone plan upgrades.

• Converted detractors into promoters
• Sustained daily conversion rate exceeding 15%.
• Achieved 100% call evaluation compliance.
• Maintained weekly NPS score of 75% or higher.

Major accounting services

• Created SOP to reduce TAT by 40%, earning 'Associate of the Quarter' recognition.
• Increased profitability by cutting full-time employee hours by 40%.
• Reviewed data processing methods to enhance overall productivity.
• Developed comprehensive pursuit plans for key accounts across the team.
• Compiled associate performance analysis reports to inform decision-making.
• Designed and implemented training programs focused on process and quality management.