Dripta Chatterjee

About Dripta Chatterjee

Dripta is an enthusiastic professional completed MBA in marketing currently associated with FIS Global as Operations team manager, possess excellent knowledge of CRM, Service Delivery, Quality Assurance, Customer Success, Marketing Management, Training & Development, Marketing Strategy, B2B Marketing, Resource Optimization and Team Management • Demonstrated strengths in managing business operations and adept in enhancing customer service experience through effective problem management skills and implementing strategies for improving services • Good knowledge across planning & strategizing marketing and promotional activities, conducting market research, sales & network management and operational management •Adept at leading overall customer service delivery management including internal client management, resource planning, process execution, monitoring & control and performance with operational management. •Proven capability in learning new concepts and develop team to maximize productivity and control expenditure.

Experience

1. Operations Team Lead

   FIS

   Oct 2020 — Present · Gurugram, IN

   Spearheading a team of 40-50 members and managing the entire spectrum of functions pertaining to customer service operations, strategic planning & proceedings and strict adherence to the quality goals & regulatory requirements-Accountable for maintaining work efficiencies, SLA management, analyzing variance and initiating corrective actions to enhance customer operational performance by actively participating and driving continuous improvement culture-Responsible for preparing & completing customer service action plans and implementing productivity, quality and customer-service standards with focus on resolving customer issues/problems-Identifying customer service trends, benchmarking best practices, analyzing information, applications and system improvements to implement appropriate change to overcome the lagging areas-Maintaining periodic reports (including service performance review, balanced scorecard, customer satisfaction survey, etc.) required to track the business process quality and regularly updated business performance dashboard -Conducting training & mentoring sessions for the team members to make them aware about the latest trends and techniques in the customer service operations, in order to enhance operational functionality-Business acumen & Process Design- Developed customer service process from scratch for Prime India customers, improvised multiple processes-Quality consciousness- Handle Quality analysis for entire Pune team-To identify & eliminate root cause barriers to accuracy, productivity & quality.

Education

• Techno India School of Management Studies

  Master of Business Administration - MBA, Marketing/Marketing Management

  2015 — 2017