Santanu Chowdhury

About Santanu Chowdhury

PROFILE• Professional with nearly 22 years of experience in Process Management, Operations, Customer Service, Quality, Client Relationship & Team Management, majorly in Telecom industry • Impressive success in heading service operations, driving end-to-end customer lifecycle management and re-engineering & driving excellence in business processes• Highly skilled in setting strategic goals, building & analyzing business plans and enabling smooth progress of day-to-day customer service operations• Proven success in consistently improving CSAT by establishing vision, mission & Value statement for the Customer Service Dept. and accordingly aligning the team to achieve the mission and realise the vision for customer service• Skills in creating a long-term vision for building a customer-centric service and support experience through multiple touch points• Proficient in capability development with passion for designing business process solutions that resulted in integrated customer experience and improved operational performance• Mature, composed & trusted leader, with success in leading highly talented large-sized teams • Leveraged success in heading $1.23 Mn actual revenue against estimated forecast of $1.16Mn with combined FTE strength of 846+• Proven merit in running operations across 3 locations for Fusion (El-Salvador, Jamaica and Colombia)• Showcased excellence in steadily improving Margin, P&L of sites for the Customer Service Dept.• Team-based management style coupled with the zeal to drive visions into realitySpecialties: Team Management: Leading, training, mentoring & monitoring & checking the efficacy of the performance after refresher. Six Sigma, TLDP, Quetzal certified (equivalent to NASSCOM ) in Basic Skill test & OPT

Experience

1. Assistant General Manager Operations

   Ayuda Solutions Pvt. Ltd.

   Jan 2026 — Present · Noida, IN

Education

• Bangalore University

  BHM, Hotel management

  2000 — 2004

• IIBMS

  Advance Diploma in CRM, Business Administration and Management, General

  2012 — 2013

• IIBMS Mumbai

  EMBA, Specialization Operation Management

  2012 — 2014

Skills

• Six Sigma
• Call Centers
• Business Development
• Bpo
• Time Management
• Vendor Management
• Business Process
• Leadership
• Team Management
• Mis
• Employee Engagement
• Workforce Management
• Operations Management
• Recruiting
• Performance Management
• Crm
• Service Delivery
• Sla
• People Management
• Process Improvement
• Outsourcing
• Transition Management
• Management
• Customer Service
• Customer Experience
• Project Planning
• Telecommunications
• Analysis
• Team Leadership
• Training
• Customer Satisfaction
• Talent Acquisition