Siladitya Mukherjee
Thane
Summary
Accomplished professional with expertise in coaching and mentoring, performance management, and employee engagement. Demonstrates strong skills in feedback and auditing, time management, and quality analysis using Lean Six Sigma approach. Proficient in business writing, Microsoft Office, and possesses excellent written and verbal communication abilities. Committed to driving organisational success through effective performance management and continuous improvement initiatives.
Overview
2026
2026
years of professional experience
1
1
Certification
Work history
Learning Operation Analyst
Accenture
Mumbai, India
09.2023 - Current
- Conducted track training sessions to seamlessly transition customer service agents to specialized business lines, including loyalty programs and sales.
- Led comprehensive audits and provided actionable feedback to enhance communication and process knowledge for tenured agents.
- Spearheaded initiatives like the "Champions of Tomorrow" program, focusing on the improvement of bottom-quartile agents through tailored development plans.
- Delivered engaging and effective training programs for new hires, ensuring a comprehensive understanding of processes, tools, and client-specific requirements.
- Cultivated agents' communication skills to meet client standards, enhancing customer satisfaction and overall service quality.
- Managed critical training logistics, including attendance tracking, transportation coordination, and leave management, ensuring operational efficiency.
- Oversaw batch performance through detailed score monitoring, including customer satisfaction and sales metrics, maintaining operational excellence until team lead assignment.
- Aligned batch performance with operational goals by proactively managing progress and providing targeted support.
Senior Quality Analyst (Prev. Quality Analyst
Concentrix India Pvt Ltd
2 2022 - Current
- Setting up control measures for maintaining quality across the process
- Oversaw the deliverables against set methodology to calculate process variance
- Lead the onboarding process for new advisors
- Responsible for training, quality feedbacks, daily huddles, setting expectations, one-on-one coaching sessions
- Lead the entire operation calibration meetings
- Building dashboards and visualizing project level data
- Subsequently presenting the same to senior stakeholders
- Coached over 100 members and assisted them with driving customer satisfaction scores
- Handling team activities to improve overall productivity and performance.
Executive sales support
Japan Tourism Board
Mumbai
06.2018 - 12.2019
- Handling the operation process for various trips
- Building strong relationships with clients, and further maintaining it
- Resolving queries regarding various issues.
Advisor,Customer Service
Concentrix India Pvt.Ltd
12 2019 - 2 2022
- Handling day to day banking queries for clients
- Providing customer-oriented resolutions to complex banking products
Education
bachelor's - applied, hospitality and hotel administration
Institute of hotel management and catering technology, nutrition
12th - Commerce
N.K.T.T. College of science and commerce
10th - undefined
DAV Public School
Skills
- Coaching and mentoring
- Performance Management
- Feedback and Auditing
- Employee engagement
- Time Management
- Strong written and verbal communication
- Business writing
- Quality analysis using Lean six sigma approach
- Microsoft office
Custom
Certification
- Lean Six Sigma Green Belt, Council of Six Sigma
- Certified Scrum Master,Scrum Alliance
Timeline
Learning Operation Analyst
Accenture
09.2023 - Current
Executive sales support
Japan Tourism Board
06.2018 - 12.2019
12th - Commerce
N.K.T.T. College of science and commerce
10th - undefined
DAV Public School
Senior Quality Analyst (Prev. Quality Analyst
Concentrix India Pvt Ltd
2 2022 - Current
Advisor,Customer Service
Concentrix India Pvt.Ltd
12 2019 - 2 2022
bachelor's - applied, hospitality and hotel administration
Institute of hotel management and catering technology, nutrition
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