Sushmita Roy
Chennai
Summary
Dynamic leader with extensive experience at Mahindra Holidays & Resorts, excelling in process improvement and customer satisfaction. Proven track record in driving Continuous Improvement methodologies through innovative strategies, mentoring different problem solving initiatives and training delivery. Adept at data analysis and project management, enhancing customer experience, enhancing problem solving thought process resulting in cost optimization and revenue generation
Overview
15
15
years of professional experience
1
1
Certification
Work History
GM-Business Excellence , Resort Operations
Mahindra Holidays & Resorts India Limited
Chennai
10.2023 - Current
- Preparing the Resort team for the annual TMW assessment.
- Established first-ever best practice sharing platform for resort operations.
- Mentored problem-solving initiatives aimed at enhancing CSAT scores, optimizing cost efficiency, and driving revenue generation (A3, QC story & Yellow Belt projects).
- Revamped feedback questionnaire to gather direct actionable information
- Presenting analytical insights on feedback and corrective strategies with resort leadership on CaPS & Overall Holiday Experience
- Conducting training on continuous improvement methodologies across all operational levels & departments
GM – Service Excellence, Member Experience
Mahindra Holidays & Resorts India Limited
Chennai
04.2021 - 02.2022
- Process Re-Engineering and Process Automation
- Mentored A3 and QC story projects on improving CSAT scores, reducing TAT.
- Voice of Customer (VOC) management and improvement.
- Monitor quality control initiatives, such as audits and assessments, for the function.
- Oversee and deliver training for the function, including induction and refreshers.
- Deploy Continuous Improvement methodologies such as Kaizen, CAPA, and PDCA.
- Standard Operating Procedure Documentation, Review & Revision
Corporate Manager, Service Excellence
Mahindra Holidays & Resorts India Limited
Chennai
04.2014 - 03.2021
- Streamlined business processes through re-engineering and automation for key member-facing functions.
- Led team of Quality Auditors and trainers
- Process improvements through review, revision, and revamp of processes, workflow design, and process automation.
- Improve CaPS across member lifecycle touchpoints.
- Project owner for a cross-functional project on reducing member complaints across touchpoints.
- Mentored process improvement projects,
- Elevated awareness of quality methodologies by developing and delivering comprehensive training programs, including classroom sessions, e-learning modules, and webinars.
Senior Manager, Customer Service Operations
Mahindra Holidays & Resorts India Limited
Chennai
03.2010 - 03.2014
- Managed customer services for Tamil Nadu and Kerala.
- Responsible for the improvement of service levels across all member-facing processes.
- Designed and deployed member engagement activities.
- Conducted actions to improve CaPS across member life-cycle
- Deployed Innovative strategy to convert non-holidaying member base.
- Deployed segmented strategy to improve revenue generation.
- Successfully handled member escalations, and deployed initiatives to improve member retention.
- Deployed initiatives to improve member retention.
- Conducted Daily Work Management through automated dashboards
- nternal audits of member facing processes for branches at Ahmedabad, Pune and Kolkata
Education
Executive Program in Strategy Management -
Indian Institute of Management
Kozhikode01-2013
Post-Graduation in Management -
Indian Institute of Management
Kozhikode01-2007
Bachelor of Commerce -
South City College
Kolkata01-1998
Skills
- Process improvement
- Data analysis
- Voice of customer
- Customer satisfaction
- Training delivery
- Project management
- Continuous improvement
Accomplishments
- “Ace of Initiatives” for innovative initiatives- FY 19
- Service Excellence Award for cross-functional projects from Mahindra Institute of Quality (MIQ) - FY 18
- • 'Best Manager Award' - FY 18 • 'Spot Award' for mentoring projects - FY 17
- • “Spot Award” for mentoring projects -FY17
Certification
- · Six Sigma Black Belt from ASQ – 2017
- · Six Sigma Green Belt from Mahindra Institute of Quality ( MIQ) - 2016
- · Post-Graduate Diploma in Quality Management from Mahindra Institute of Quality (MIQ) , Nasik – 2015
- · Yellow Belt Certification from Tata Teleservices – 2008
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
Previous Experience
· Jul’09 to Mar’10: Planet Education, Chennai as Branch Manager -Operations
· Sep’07 - Oct’08: Tata Teleservices Ltd. Chennai as Senior Executive-Enterprise Business Service Operations
· Mar’06 – Sep’07: Bharti Airtel Ltd., Kolkata as Senior Executive-Customer Service Operations
· Feb’02 – Mar’06: Hutchison Telecom East Ltd., Kolkata as Customer Care Executive Operations
Timeline
GM-Business Excellence , Resort Operations
Mahindra Holidays & Resorts India Limited
10.2023 - Current
GM – Service Excellence, Member Experience
Mahindra Holidays & Resorts India Limited
04.2021 - 02.2022
Corporate Manager, Service Excellence
Mahindra Holidays & Resorts India Limited
04.2014 - 03.2021
Senior Manager, Customer Service Operations
Mahindra Holidays & Resorts India Limited
03.2010 - 03.2014
Executive Program in Strategy Management -
Indian Institute of Management
Post-Graduation in Management -
Indian Institute of Management
Bachelor of Commerce -
South City College
Similar Profiles
Chetan ShivankarChetan Shivankar
Branch Marketing Manager at Mahindra Holidays & Resorts India LimitedBranch Marketing Manager at Mahindra Holidays & Resorts India Limited
Sureka RajendranSureka Rajendran
Senior Relationship Manager at Mahindra Holidays & Resorts India LimitedSenior Relationship Manager at Mahindra Holidays & Resorts India Limited
ARNAB GHOSHARNAB GHOSH
Branch Marketing Manager at Mahindra Holidays & Resorts India LimitedBranch Marketing Manager at Mahindra Holidays & Resorts India Limited