Shantanu Samaddar

About Shantanu Samaddar

Dedicated Customer Service Professional with 19 Years of Diverse Experience.As a committed professional in the customer service industry, I bring nearly two decades of expertise across multiple sectors, including Healthcare, Telecom, BFSI, Fintech, Travel and Tourism, and E-Commerce. My journey has been marked by a passion for enhancing customer experiences and a track record of driving quality improvement initiatives that yield tangible results.My core competencies include- Quality Assurance & Improvement: A seasoned Quality Professional skilled in leading monitoring and improvement projects, ensuring processes meet the highest standards- Customer Experience Enhancement: Proven ability to enhance customer satisfaction through data-driven strategies, including familiarity with CSAT/NPS metrics- Learning & Development: Expertise in developing and delivering training programs that foster growth and excellence within teams- Innovative Problem Solving: Leveraging GenAI, Lean Six Sigma methodologies, and analytics tools like Google Analytics and Tableau to drive process excellence and efficiency- Compliance & Standards: Certified in COPC®, ISO 9001:2015® QMS Lead Auditor, and AML & KYC Compliance, ensuring adherence to regulatory guidelines while optimizing operations.I have led numerous successful initiatives, from standardization projects at the business level to innovative training modules that empower employees and enhance performance. My focus on client engagement has not only improved revenue streams but has also established robust review-sharing business models that drive sustained success.I am passionate about using analytics and innovative ideas to propel business improvement and look forward to connecting with like-minded professionals who share a dedication to excellence in customer service.Let’s connect and explore how we can collaborate to elevate customer experiences and drive impactful change!

Experience

1. Head Customer Experience- New Age Businesses

   Tech Mahindra

   Dec 2022 — Present · Noida, IN

Education

• Indian Institute of Management Ahmedabad

  Leadership Program, Executive Leadership

• University of Calcutta

  Bachelor of Science (BSc), Science

  2004 — 2007

• Indian Institute of Technology, Bombay

  Executive Program, Business, Management, Marketing, and Related Support Services

• Indian Council for Technical Research & Development

  Masters Program - Premiership in Business Management(Global Certification), Business Administration and Management, General

• University of Illinois Urbana-Champaign

  Corporate Startegy Program, Strategic Leadership

Skills

• Training Delivery
• Talent Acquisition
• Telecommunications
• Analysis
• Quality Auditing
• Team Leadership
• Sourcing
• Customer Experience
• Talent Management
• Customer Service
• Screening
• Business Process Improvement
• Product Training
• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Microsoft Office
• Vendor Management
• Personnel Management
• Call Centers
• Business Development
• Process Improvement
• Team Management
• Employee Relations
• Performance Appraisal
• Quality Assurance
• Bpo
• Microsoft Excel
• Outsourcing
• Soft Skills
• Customer Satisfaction
• Training
• Performance Management
• Crm
• Coaching
• Operations Management
• Quality Management
• Management
• Process Management