SONALI CHAKRAVARTY
Enterprise Customer Success Delivery Manager
Gurgaon
Summary
Customer Success & Delivery Leader with 14+ years of experience across BFSI, Telecom, and Enterprise operations, currently serving as Enterprise Delivery Manager at More Tasks, managing a team of 35–40 employees. Proven track record in enterprise customer success, escalation management, and service operations, with experience leading teams of up to 40 members and driving continuous service improvement. Known for data-driven decision making, NPS and operational analysis, and process optimization, including reducing repeat issues by 75% and improving CSAT by 13%. Skilled in stakeholder management, team leadership, and cross-functional collaboration to deliver high-quality customer experiences and meet business objectives.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Enterprise Customer Success Delivery Manager
More Tasks Business Solution
02.2026 - Current
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources effectively to avoid unnecessary delivery delays.
- Led a team of 35 to 40 employees, driving enterprise customer operations, and improving CSAT by 13% while reducing repeat issues by 75%.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Mentored junior team members to develop their skills and advance within the organization.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Reduced customer complaints by implementing proactive communication strategies with clients by 10%.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Drove a 13% improvement in CSAT, increasing the score from 3.8 to 4.3 through service quality and process improvements.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Integrated new technologies and best practices to improve customer satisfaction score delivery management.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
- Enhanced team productivity by establishing clear delivery timelines and milestones.
- Conducted regular review meetings to assess project status and adjust plans accordingly, ensuring alignment with client expectations.
- Improved client satisfaction with proactive communication and problem-solving techniques.
- Developed and implemented comprehensive training program for new hires, significantly reducing ramp-up time.
- Tracked production and quality control systems to proactively identify deficiencies.
Customer Service Lead
American Express
05.2023 - 10.2025
- Proven track record of leading teams (managed 16 agents), taking care of leaves, appraisals, and discussing PIP (Performance Improvement Plan) for 16 Customer Care agents.
- Resolving high-priority, premium/platinum chat requests, managing sensitive escalations, and ensuring compliance.
- Managing 'Plan It' conversions for large purchases into EMIs with precision and adherence to financial protocols.
- Supervising membership rewards, point redemptions, and offer escalations to deliver seamless customer experiences.
- Supported travel booking requests and supervisor-level escalations with empathy and policy-driven decision-making.
- Producing operational reports (system issues, NPS, dispute trends) to inform process improvements and performance tracking.
- Led a team of 16 agents managing chat and email escalations; collaborated with product teams to redesign processes, and pilot projects.
- Conducted training, mentorship, and PIPs; held regular team meetings to align performance with organizational goals.
- Generated data-driven reports (NPS, system issues, dispute outliers) to guide operational decisions.
- Growth Path: Senior Customer Support Associate → New Hire Trainer → Subject Matter Expert → Process Coach → Interim Supervisor → Customer Service Lead.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Process Coach
American Express
10.2022 - 04.2023
- Trained 15+ new hires, achieving a 100% certification pass rate; developed training materials, and assessments.
- I reviewed agent chat sessions daily, and offered feedback to improve quality and consistency.
- Published performance dashboards tracking NPS, login/logout compliance, quality, and productivity.
- Key Result Areas:
- Trained operators on new process methodologies, ensuring consistent adherence to best practices.
- Developed process improvement initiatives for increased productivity and cost reduction.
- Facilitated Kaizen events to drive continuous improvement within the organization.
- Collaborated with engineering and quality teams for process improvements, increasing product quality and reliability.
- Led cross-functional teams to achieve project goals and deliver results on time.
- Mentored junior team members in process coaching techniques for better workforce performance.
Subject Matter Expert
American Express
07.2019 - 09.2022
- Supported operations as a backup Team Leader; designed training modules, and process improvement sessions.
- Managed SOP updates, team schedules, and reporting to maintain smooth, compliant operations.
- Reviewed and approved waiver requests, balanced policy adherence, and customer satisfaction.
- Key Result Areas:
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
New Hire Trainer
American Express
04.2019 - 06.2019
- Delivered classroom and on-the-job training for onboarding agents, and supported 5+ new hires during ramp-up.
- Provided feedback and mentorship to accelerate agent effectiveness and adoption.
- Key Result Areas:
- Partnered with subject matter experts to develop comprehensive training materials that aligned with specific job functions and departmental objectives.
- Enhanced employee performance by designing and implementing comprehensive new hire training programs.
Senior Customer Support Associate
American Express
10.2014 - 03.2019
- Managed customer queries via chat/email—billing, fraud, product changes, and dispute resolution.
- Promoted relevant financial products (loans, additional cards) to drive customer value and retention.
- Improved response time by 17% and reduced complaints by 40% through effective issue resolution.
- Key Result Areas:
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
Customer Support Associate
IBM Daksh India
05.2011 - 07.2014
- Managed postpaid billing, plan changes, device activations, and network troubleshooting for telecom customers.
- Supported U.S.-based clients with service activations and deactivations; achieved SLA targets, and balanced workload effectively.
- Growth Path: Customer Support Associate → Customer Support Associate
- Significant Achievements:
- Improved customer satisfaction (CSAT) by 18% by implementing targeted coaching strategies and streamlining operational workflow.
- Decreased escalation volume by 25% through proactive feedback mechanisms and employee empowerment initiatives.
- Maintained a 98% quality compliance score for three consecutive years across customer experience operations.
- Achieved a 100% certification rate for new hires by designing and delivering a structured, high-impact onboarding, and training program.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
Education
Bachelor of Science - Biotechnology
Veer Bahadur Singh Purvanchal University
Jaunpur, UP07-2004
Skills
Cross-border dispute resolution
Skilled in utilizing LivePerson for customer engagement
Clicks performance tracking
Team leadership
Regular integration methodologies
Problem-solving expertise
Lean methodologies
Meeting coordination
Coordination of service agreements
Stakeholder requirements analysis
Operational planning
Quality management
Process documentation
Cross-departmental teamwork
Quality improvement initiatives
Workforce optimization
Effective written communication
Daily workflow management
Strategic decision-making
Compliance with regulations
Organized delivery planning
Kanban process management
Stakeholder management
Delivery coordination
Data-driven trend monitoring
Customer complaint resolution
Collaborative coordination
Delivery management
Business analysis
Kanban methodology
Accomplishments
- Boosted first-contact resolution (FCR) by XX% by optimizing chat workflow and strengthening agent decision-making guidelines.
- Shortened turnaround time for premium and platinum customer requests by XX%, improving service efficiency and customer experience.
- Enhanced accuracy of EMI (“Plan It”) conversions and membership-related transactions, reducing processing errors by XX% through targeted coaching and SOP refinements.
- Increased team productivity by XX% by implementing daily performance dashboards and actionable insights derived from NPS, system-issue, and dispute-trend reports.
Additional Information
- Managed and nurtured relationships with enterprise-level clients, ensuring high customer satisfaction, retention, and long-term account growth.
- Acted as the primary point of contact for strategic customers, resolving complex issues, driving product adoption, and delivering value through proactive engagement.Monitored and analyzed key performance metrics such as CSAT, SLA adherence, AHT, and NPS to identify improvement opportunities and implement corrective actions.
- Led customer success initiatives and performance reviews, ensuring alignment with business objectives and continuous service improvement.
- Contributed as a member of the Inclusion & Diversity team, supporting initiatives that promote equitable practices, inclusive culture, and employee engagement across the organization.
- Mentored and guided team members to improve service quality, communication skills, and customer handling capabilities.
- Collaborated with cross-functional teams (Operations, Product, Support, and Human Resources) to improve service delivery and enhance the overall customer experience
Certification
Six Sigma Green Belt, KPMG
SOFT SKILLS
- Analytical & Problem-Solving
- Collaboration & Cross-Functional Communication
- Attention to Detail
- Time & Priority Management
- Adaptability & Continuous Learning
- Process Optimization Mindset
Timeline
Enterprise Customer Success Delivery Manager
More Tasks Business Solution
02.2026 - Current
Customer Service Lead
American Express
05.2023 - 10.2025
Process Coach
American Express
10.2022 - 04.2023
Subject Matter Expert
American Express
07.2019 - 09.2022
New Hire Trainer
American Express
04.2019 - 06.2019
Senior Customer Support Associate
American Express
10.2014 - 03.2019
Customer Support Associate
IBM Daksh India
05.2011 - 07.2014
Bachelor of Science - Biotechnology
Veer Bahadur Singh Purvanchal University