Suparnaa Ganguly
Kolkata
Summary
Returns Supervisor with extensive experience in customer service and process improvement. Currently managing return and damage-related tickets at Invispire, ensuring timely resolutions and high customer satisfaction. Previously served as a Process Trainer at Tech Mahindra, enhancing team performance through effective training and KPI monitoring. Demonstrated expertise in conflict resolution, supplier coordination, and escalation management. Career goals include advancing leadership skills and driving operational excellence in customer service environments.
Overview
9
9
years of professional experience
Work History
Returns Supervisor
Invispire
12.2023 - Current
- I was recently promoted to the Returns & Damage Team after working in Live Chat Support. In my current role, I manage and resolve return and damage-related tickets for UK-based customers, ensuring timely and accurate case handling. I coordinate closely with suppliers and internal departments to investigate issues, arrange replacements or refunds, and ensure resolutions are completed within SLA timelines. I also handle escalations and maintain clear communication to deliver a high standard of customer satisfaction.
Process trainer
Tech Mahindra
Chandigarh, India
03.2021 - 11.2023
- Assisted in onboarding new hires and conducting process training for customer service operations.
Supported team members in meeting quality and performance standards.
Monitored KPIs and provided feedback to enhance productivity and process compliance.
CSA
Concentrix
Kolkata, India
05.2018 - 09.2019
- Facilitated exceptional customer service interactions to foster satisfaction and loyalty.
CSR
Intelenet global services
Kolkata, India
08.2017 - 05.2019
- Provided exceptional customer service at Amazon India, ensuring customer satisfaction and retention.
Education
Certificate of Higher Education - Arts
BDVN high school
Kolkata, WB01-2016
Skills
- Customer service
- Return management
- Process improvement
- KPI monitoring
- Team training
- Conflict resolution
- Supplier coordination
- Case handling
- Escalation management
- Customer feedback
- Performance assessment
- Quality assurance
- Problem solving
- Time management
- Communication skills
- Positive attitude
- Customer service excellence
- Customer assistance
- Creative thinking
- Staff supervision
- Active listening
- Team Leadership
- Leadership
- Cash handling
- Relationship-building
- Product knowledge
- Customer engagement
- People Management
- Staff mentoring
- Employee motivation
- Purchasing procedures
- Product knowledge expertise
- Health and Safety regulations
- Performance monitoring
- Self-motivation
- Training and Development
- Employee training
- Customer feedback analysis
Languages
Bengali
Proficient
C2
English
Advanced
C1
Hindi
Proficient
C2
Interests
- Watching series
- content creation
- youtuber
- photography
Timeline
Returns Supervisor
Invispire
12.2023 - Current
Process trainer
Tech Mahindra
03.2021 - 11.2023
CSA
Concentrix
05.2018 - 09.2019
CSR
Intelenet global services
08.2017 - 05.2019
Certificate of Higher Education - Arts
BDVN high school