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Suvra Das

Suvra Das

ID: CCE988178

Suvra Das

ID: CCE988178

  • Haryana, India

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  • linkedin
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Suvra Das

Suvra Das

ID: CCE988178

    Sponser Title

    About Suvra Das

    Experienced Customer Support and Quality Team Leader with over 6 years of expertise enhancing service across chat, email, and voice channels. Skilled in building and leading high-performing support teams, refining quality processes, and utilizing data-driven insights to boost customer satisfaction and operational efficiency. Committed to delivering exceptional service and continuous improvement in support operations.

    Employment History

    2025
    title

    ZupeeInvite company

    22nd Apr 2025 to 27th Nov 2025

    Team lead

    22nd Apr 2025 to 27th Nov 2025

    Salary Package

    Salary Hidden

    Roles & Responsibility

    Led Quality Team supporting chat and email operations accross multiple LOBs. Monitored CSAT, AHT, FCR, resolution time and ensured SLA adherence. Conducted structured 1:1 coaching, performance reviews, quality calibration sessions. Handled end to end escalations with accurate documentation and follow up. Collaborated with Ops and training team to deliver TNI - driven refresher training. Strengthened quality and process compliance, resulting in CSAT improvement from 3.2 to 3.8.

    Skills

    • Cross-functional Team Leadership
    • CSAT
    • Process Improvement
    • Quality Auditing
    •  Working knowledge of CRM tools, Excel Sheets
    See More

    Verification Pending

    Sponser Title