Soumik Chatterjee

Customer Service, Operations & Sales Leader with over 17 years of experience in managing P&L-impacting initiatives and leading large multi-channel contact centers. Expertise in driving sustainable revenue growth through calls, email, chat, and digital platforms. Demonstrated ability to set strategic vision and translate it into actionable governance, KPIs, and execution rhythms in both B2C and B2B environments. Committed to enhancing operational efficiency and customer satisfaction.

Specialist in OTT Online Reputation Management (ORM) with a proven track record in enhancing brand health and driving customer loyalty. Expertise in managing CSAT/NPS metrics and optimizing conversion rates within dynamic, event-driven ecosystems. Leads AI-enabled customer service and sales teams, leveraging automation and analytics to deliver personalized solutions while protecting brand equity. Committed to advancing innovative strategies that elevate customer experiences and strengthen brand reputation.

Dynamic professional recognized for building and scaling cross-functional teams and establishing comprehensive operating models, including SOPs and workforce planning. Expertise in collaborating with product, marketing, and technology teams to successfully launch and stabilize new initiatives. Proven ability to engage C-level stakeholders with strategic insights and business cases that drive growth and operational improvements.

Results-oriented professional with a strong focus on data-driven improvement and people development. Expertise in coaching managers and frontline leaders, establishing succession pipelines, and cultivating a culture of ownership and accountability. Proven track record of enhancing customer satisfaction, driving revenue growth, and optimizing operational efficiency in complex, high-volume live events and dynamic OTT environments.