Anindita Bhattacharjee
Dubai,United Arab Emirates
Summary
Versatile professional with 19 years of expertise in customer experience, operations management, and digital transformation. Skilled in developing and implementing strategies that enhance satisfaction, drive loyalty, and optimize operational efficiency. Proficient in leveraging data-driven insights to refine customer journeys, improve digital engagement, and resolve complex challenges. Proven track record of leading cross-functional teams, streamlining processes, and delivering seamless omnichannel experiences. Expertise in Customer Relationship Management (CRM) systems, operational strategy development, and digital tool implementation to align customer needs with business objectives. Committed to driving innovation, operational excellence, and growth through a customer-centric approach.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Head of Customer Success
YAP PAYMENT SERVICES LLC
Dubai, United Arab Emirates
02.2021 - 11.2024
- Spearheaded the digital transformation of customer interactions, implementing advanced tools and platforms to deliver seamless and efficient service across digital channels, reducing service costs by $300,000 annually
- Designed and executed an omnichannel customer experience strategy, harmonizing touchpoints across physical and digital platforms to enhance engagement and ensure consistent brand experiences
- Established and maintained a robust consumer protection framework, aligning processes with compliance standards to safeguard customer data and achieve a 100% compliance rating during audits
- Pioneered process automation initiatives, streamlining workflows and eliminating redundancies, resulting in a 20% increase in operational efficiency and a 25% reduction in costs
- Led the creation of a 24/7 Contact Center in the UAE, integrating B2C and B2B operations to provide unparalleled service quality and uninterrupted customer support
- Developed Service Level Agreements (SLAs) and key performance indicators (KPIs), ensuring consistent achievement of response time improvements by 30% and customer satisfaction increases of 10%
- Implemented a Customer Experience Management (CXM) system to track customer interactions and provide actionable insights, driving targeted process improvements and customer engagement strategies
- Built a high-performing team of 50 agents and team leaders, mentoring staff and fostering a customer-centric culture that increased team productivity by 25% and reduced turnover by 15%
- Oversaw staffing and training programs to align workforce skills with business goals, resulting in improved team readiness and 20% reduction in onboarding time
- Conducted root cause analyses for customer complaints, introducing corrective measures that decreased recurring issues by 30% and enhanced service quality
- Developed a digital-first feedback mechanism to gather real-time customer insights, enabling data-driven decision-making and elevating satisfaction scores
- Created dashboards and analytics tools to monitor operational performance, aligning metrics with strategic goals and improving decision-making accuracy
- Orchestrated customer loyalty programs and retention initiatives, increasing customer retention by 4% and driving an 18% growth in B2B account engagement
- Managed the CRM transition to a CCaaS platform, enhancing omnichannel capabilities and aligning operations with digital transformation goals
- Delivered strategic presentations to executive stakeholders, showcasing customer experience advancements and contributing to a 10% increase in business growth
- Ensured 24/7 workforce readiness through advanced scheduling tools, maintaining uninterrupted service availability and meeting dynamic customer needs
- Engineered process improvements to align with dynamic industry trends, increasing responsiveness while maintaining service excellence
- Directed the implementation of fraud prevention measures for 2,000 B2B and 50,000 B2C customers, reducing financial losses by 90%
- Partnered with internal and external stakeholders to enhance customer engagement strategies, integrating customer feedback into actionable business improvements
Senior Manager, Quality and Process Excellence
RAKBANK
Dubai, UAE
07.2019 - 01.2021
- Led a team of up to 100 onshore and offshore agents, aligning organizational goals with performance metrics to drive operational and service excellence
- Engineered a comprehensive Quality Management framework, improving customer satisfaction by 15% and productivity by 12%, significantly enhancing the overall customer experience
- Designed and implemented a quality assurance program, elevating contact center standards to 85% across all sites within 6 months
- Streamlined end-to-end operational workflows, reducing process bottlenecks and achieving a 20% increase in efficiency across key functions
- Pioneered the adoption of an outbound dialer system, optimizing telecalling for card and insurance products, resulting in higher conversion rates and operational scalability
- Developed and enforced robust SLAs, KPIs, and quality standards to ensure consistent performance and compliance across multiple teams and sites
- Implemented continuous improvement programs, achieving a 5% month-over-month increase in call center performance and operational efficiency
- Spearheaded process redesigns, reducing average handling time (AHT) by 18% while improving first-contact resolution rates by 25%
- Proactively identified process gaps through root cause analysis, implementing corrective actions that reduced errors by 30% and enhanced service reliability
- Directed capacity planning and resource optimization strategies, ensuring balanced workloads and achieving cost reductions of 15%
- Integrated process automation technologies, eliminating redundancies and improving workflow accuracy, resulting in a 20% improvement in resource utilization
- Collaborated with cross-functional teams to align operational processes with organizational objectives, ensuring seamless service delivery
- Managed outsourcing strategies to streamline onshore and offshore operations, optimizing efficiency while maintaining high-quality service standards
- Cultivated a data-driven decision-making culture, utilizing operational insights and analytics to guide strategic improvements
- Led the successful deployment of customer authentication processes, enhancing security measures and reducing fraud incidents
- Prepared and presented business performance reports for senior leadership, providing actionable insights for process improvements and operational strategies
- Delivered tailored coaching and training programs, elevating team performance and embedding a culture of operational excellence
- Spearheaded cross-functional initiatives to align call center and operational goals with company-wide objectives, driving increased customer onboarding and retention
- Introduced innovative approaches to service delivery, resulting in streamlined operations and sustained customer satisfaction scores above 90%
- Fostered collaboration through stakeholder engagement, ensuring successful adoption of new processes and achieving exceptional results
- Proactively resolved operational challenges by identifying inefficiencies and implementing scalable solutions, driving measurable improvements in performance
Manager, MIS and Analytics, Contact Center and Digital Channels
RAKBANK
08.2014 - 06.2019
Assistant Manager- MIS & Analytics, Contact Centre & Digital Channels
RAKBANK
08.2011 - 07.2014
MIS Analyst- All Channels
RAKBANK
07.2010 - 07.2011
Treasury Finance Officer
HSBC
07.2009 - 06.2010
Business Analyst
HSBC
12.2008 - 06.2009
Associate Business Analyst
HSBC
11.2007 - 11.2008
Customer Service Executive
HSBC
08.2005 - 10.2006
Education
Master of Science - Economics
University of Calcutta
06.2003 - 06.2005
Skills
- DIGITAL ADOPTION STRATEGY AND TRANSFORMATION
- CUSTOMER EXPERIENCE (CX) BEST PRACTICES
- OMNICHANNEL EXPERIENCE MANAGEMENT
- DATA MANAGEMENT & ANALYTICS
- BUSINESS DEVELOPMENT
- CUSTOMER LIFE CYCLE MANAGEMENT
- PROCESS OPTIMIZATION
- STRATEGY BUILDING
- QUALITY ENHANCEMENT
- BENCHMARKING EXCELLENCE
- REGULATORY COMPLIANCE
- PERFORMANCE METRICS EXPERTISE
- STRATEGIC BUSINESS REVIEWS
- COMMUNICATION MANAGEMENT
- RELATIONSHIP CULTIVATION
- CONTRACT MANAGEMENT
Certification
Certified Customer Experience Specialist (CXS), CX University, Aug 2024
Languages
English
Bengali
Hindi
Timeline
Head of Customer Success
YAP PAYMENT SERVICES LLC
02.2021 - 11.2024
Senior Manager, Quality and Process Excellence
RAKBANK
07.2019 - 01.2021
Manager, MIS and Analytics, Contact Center and Digital Channels
RAKBANK
08.2014 - 06.2019
Assistant Manager- MIS & Analytics, Contact Centre & Digital Channels
RAKBANK
08.2011 - 07.2014
MIS Analyst- All Channels
RAKBANK
07.2010 - 07.2011
Treasury Finance Officer
HSBC
07.2009 - 06.2010
Business Analyst
HSBC
12.2008 - 06.2009
Associate Business Analyst
HSBC
11.2007 - 11.2008
Customer Service Executive
HSBC
08.2005 - 10.2006
Master of Science - Economics
University of Calcutta
06.2003 - 06.2005