Shrishty Ganguly

About Shrishty Ganguly

Driving revenue is important. Delivering exceptional customer experience is critical. I specialize in doing both—at scale.I am a Sales & Customer Experience Leader with 10+ years of experience across EdTech, B2C sales, and high-performance contact center environments, currently working with Ultrahuman (via Digitech). My core strength lies in building revenue engines that are equally focused on conversion, retention, and customer satisfaction.I have led large teams of 100+ members across inbound and outbound operations, consistently delivering on aggressive revenue targets while improving key CX metrics such as NPS, CSAT, and retention. From counselling and admissions to post-sales experience, I bring end-to-end ownership of the customer lifecycle.Beyond execution, I have played a strategic role in:• Launching and scaling new sales verticals• Designing SOPs and training frameworks for sales and support teams• Driving funnel optimization and lead conversion strategies• Improving operational efficiency through process re-engineering and cost optimizationWith a strong data-driven mindset, I leverage CRM, analytics, and performance dashboards to identify gaps, improve productivity, and drive business outcomes. My Six Sigma certification further strengthens my ability to build scalable, efficient, and high-impact processes.Recognized with accolades such as “Hall of Fame” and “Best Relationship Manager,” I am known for delivering consistent results, building high-performing teams, and creating strong client and stakeholder partnerships.With a foundation in Mass Communication, I bring a unique blend of storytelling, people leadership, and analytical thinking—enabling me to thrive in fast-paced, high-growth environments like HealthTech and digital-first businesses.I am now focused on leadership opportunities where I can drive revenue growth, customer experience transformation, and scalable operations.Core Expertise• Revenue Growth & Sales Strategy• Customer Experience (CX), Retention & NPS• B2C Sales, Counselling & Admissions• Contact Center Operations (Inbound & Outbound)• Funnel Management & Conversion Optimization• CRM, Lead Lifecycle & Performance Analytics• Team Leadership & Capability Building (100+ Teams)• Client & Stakeholder Management• SLA, KPI & Quality Governance• SOP Design, Training & Process Excellence• Cost Optimization & Process Re-engineering• New Business Launch & Scaling

Experience

1. Operation Lead

   Digitech Call System Pvt. Ltd

   Aug 2025 — Present · Noida, IN

   Client: Ultrahuman Customer Support & Operations Management• Managed daily operations across chat, email, and call support, ensuring seamless customer experience• Owned ticketing systems and queue management, reducing turnaround time and improving resolution efficiency• Ensured adherence to SLAs, quality benchmarks, and response timelines Team Leadership & People Management• Led, mentored, and coached a team of customer support associates• Drove performance through regular feedback, training, and productivity tracking• Managed shrinkage, attrition, and roster planning to maintain optimal team efficiency Stakeholder & Escalation Management• Acted as a single point of contact between customers, product, and tech teams• Handled high-priority escalations and critical cases, ensuring timely resolution• Collaborated with internal teams to identify root causes and improve product/service experience Reporting & Analytics• Tracked and analyzed key metrics such as CSAT, AHT, FCR, backlog, and SLA compliance• Created and shared daily/weekly/monthly performance reports with leadership• Derived actionable insights to drive process improvements and customer satisfaction Process Improvement & Strategy• Designed and implemented SOPs, workflows, and quality frameworks• Identified gaps in customer journeys and drove continuous improvement initiatives• Improved operational efficiency through automation, process optimization, and best practices Key AchievementsImproved Trustpilot rating from 2.8 to 3.8 by proactively engaging with customer reviews, resolving concerns, and driving positive feedback loops• Strengthened brand credibility by closing the feedback loop with dissatisfied customers and converting experiences into positive outcomes• Improved CSAT, response time, and SLA adherence through process optimization• Successfully managed high ticket volumes across multiple channels while maintaining quality standards

Education

• St. Joseph's Convent High School, Patna

  12th

• Patna Womens College

  Bachelors in Journalism and Mass Communication, Broadcast Journalism

  2010 — 2013

Skills

• Microsoft Office
• Performance Management
• Customer Service
• Training
• Team Management
• Marketing Strategy
• Sourcing
• Management
• Research
• Operations Management