Sreyasi Das
Kolkata
Summary
Experienced Service Support Manager with a proven track record in providing exceptional customer service and team leadership. Skilled in problem-solving, process improvement, and conflict resolution. Demonstrated ability to drive operational excellence while maintaining high levels of customer satisfaction. Significant contributions made towards enhancing team performance and improving customer support processes in previous roles.
Overview
6
6
years of professional experience
Work History
Service Support Manager(SPA)
Gallagher (GCOE) US
06.2025 - Current
- Handle calls with US Clients on daily basis
- Meet target of closing the insurance deal
- Handle a team of 11 people(SSTs) and am responsible for meeting their KPIs like AHT, Quality, Adherence etc.
- Managed team operations including team management, client handling, escalation & KPI management, performance monitoring & reporting, and coaching & training, resulting in improved team productivity and SLA adherence.
Level 3 Lead Specialist Guest Services
Target Corporation India Pvt Ltd
08.2022 - 06.2025
- Handle calls of the guests of Target (USA) on a daily basis.
- Have been promoted horizontally to SLT2 to take escalated calls and to help out the base team members.
- Maintain KRAs like- AHT, Surveys, Quality and other compliance issues.
- Adept at resolving complex issues, providing personalized solutions, and ensuring a seamless customer experience.
- While working always keep in mind these key skills - Customer oriented mind set, time and stress management, product knowledge and most importantly being empathetic.
- Mentored junior specialists in problem-solving techniques and best practices.
Senior Process Executive (Contractual)
TATA Consultancy Services
05.2022 - 07.2022
- Have worked for the process Assurant representing JP Morgan Chase Bank.
- Have called the US clients on a daily basis to have the record of the payments.
- Have maintained Excel sheet and have maintained all other KRAs.
Teammate
TaskUs India Pvt Ltd
04.2021 - 12.2021
- Have worked for the process Frontier for the client Facebook (Now Meta).
- Have annotated the facial features and then got on a call with the client on a daily basis to make them understand the annotation perspective.
- Have maintained all the KRAs and have communicated with the clients.
Process Associate
Genpact India Pvt Ltd
11.2019 - 12.2020
- Have worked for Google Pay Consumer.
- Have taken calls and have solved their problems on a daily basis.
- Have met all the KRAs on a monthly basis.
Education
M.A. - Mass Communication and Journalism
West Bengal State University
Graduation -
Calcutta University
H.S -
Barasat Girls' High School
M.E. -
Barasat Girls' High School
Skills
- Client Handling
- Team Management
- Escalation Management
- SLA & KPI Management
- Performance Monitoring & Reporting
- Coaching and Training
- Process Improvement
- Root Cause Analysis (RCA)
- Workforce Management Basics
- Customer Experience Improvement
- Data Analysis (Excel - Pivot, VLookUp)
- Communication
- Active Listening
- Adaptive Learning
- Team Collaboration
- Advanced MS Excel
- Patience & Empathy
- Attention to Detail
- Time Management
- Adaptability
- Product Knowledge
- Stress Management
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Timeline
Service Support Manager(SPA)
Gallagher (GCOE) US
06.2025 - Current
Level 3 Lead Specialist Guest Services
Target Corporation India Pvt Ltd
08.2022 - 06.2025
Senior Process Executive (Contractual)
TATA Consultancy Services
05.2022 - 07.2022
Teammate
TaskUs India Pvt Ltd
04.2021 - 12.2021
Process Associate
Genpact India Pvt Ltd
11.2019 - 12.2020
M.A. - Mass Communication and Journalism
West Bengal State University
Graduation -
Calcutta University
H.S -
Barasat Girls' High School
M.E. -
Barasat Girls' High School