Sonali Chakravarty

Leading enterprise delivery operations, supporting a global online platform for booking attractions and venue tickets, serving international travelers and tourism partners.

Key Responsibilities:

• Manage 20–24 customer success and support professionals, delivering product support for venue and attraction ticket bookings.
• Ensure seamless delivery for ticket purchases, booking modifications, cancellations, refunds, and venue access queries.
• Monitor product support KPIs, including CSAT, resolution time, SLA compliance, and ticket backlog.
• Collaborate with product and engineering teams to identify recurring platform issues and customer friction points.
• Implement performance frameworks and coaching programs to improve agent productivity and service quality.
• Drive operational reporting and insights to support data-driven improvements in customer experience.
• Improved CSAT from 3.8 to 4.3 (a 13% increase) through service quality enhancements and process improvements.
• Reduced repeat issue rate by 75% through root cause analysis and process redesign.
• Designed a structured onboarding program that reduced ramp-up time for new hires.
• Implemented proactive monitoring of ticketing workflows to reduce service disruptions.
• Product Domain: TravelTech – Venue and Attraction Ticketing Platform.
• Client: Tiqets (Netherlands).

• Managed customer service operations for American Express credit card holders in the United States, supporting financial product servicing and dispute resolution.
• Key Responsibilities
• Led a team of 16 customer service agents handling credit card servicing across chat and digital channels.
• Managed customer inquiries related to billing, transactions, fraud alerts, disputes, and card benefits.
• Conducted performance reviews, leave planning, coaching sessions, and PIP programs for low performers.
• Produced operational insights reports including NPS trends, system issues, dispute volumes, and service metrics.
• Handled complex customer escalations and ensured timely resolution aligned with financial compliance policies.
• Product Domain: Financial Services – American Express Credit Cards (U.S. Customers)

Focused on agent performance improvement and quality management within the American Express credit card servicing program.

Key Contributions:

• Trained and certified 15 or more new hires, with a 100% certification pass rate.
• Conducted daily quality audits of customer interactions.
• Created dashboards tracking NPS, compliance adherence, productivity, and service quality.
• Led Kaizen initiatives to improve operational efficiency.

• Acted as a product and process expert for American Express credit card operations, supporting 12 agents and leadership teams.
• Supporting escalations related to billing disputes, card benefits, fraud alerts, and account servicing.
• Maintaining SOP documentation and process updates.
• Assisting with team scheduling and operational reporting.
• Acting as backup team leader during peak volumes.

• Delivered onboarding programs for American Express credit card servicing agents.
• Designed product training modules covering card features, dispute policies, and compliance procedures.

• Handled customer interactions for the U.S. American Express cardholders, including:
• Billing inquiries and payment issues.
• Fraud investigations.
• Transaction disputes.
• Card replacement and product changes.
• Achievements:
• Improved response time by 17% through optimized case handling.
• Reduced complaints by 40% through proactive issue resolution.

• Supported telecom customers with billing queries, plan changes, activations, and network troubleshooting.
• Managed service requests for U.S.-based telecom customers.
• Maintained 98% quality compliance for three consecutive years.
• Domain: Telecom – Postpaid Mobile Services.