Swagata Sarder

​Transaction Monitoring: Auditing live or recorded interactions (customer calls, or sales pitches) to evaluate communication quality, and soft skills. ​Ensuring that agents strictly adhere to company policies, industry regulations, and data privacy standards. ​Coaching and Feedback: Providing constructive, actionable feedback to agents and sales representatives to help them improve their performance and meet KPIs. ​Calibrating Standards: Participating in regular calibration sessions with Team Leaders and managers to ensure that everyone evaluates performance using the same scoring benchmarks. ​Trend Analysis: Analyzing evaluation data to identify systemic performance gaps or process bottlenecks, then sharing these insights with stakeholders to drive operational improvements.

Managed account collections while maintaining high compliance and customer service standards.

Provided high-level technical support and customer service for Adobe software users.

Progressed from Customer Support to Senior Sales and eventually into the Client Escalation Department. Handled complex service issues and high-stakes client negotiations.