Sujit Bhowmick
Building UrbanLadder (Reliance) | Ex-FnP & Zomato | Start Up Specialist | Customer Service Delivery | Project Management
- Role
- Head - Customer Service Operations & Experience at Urban Ladder
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sujit Bhowmick
Senior Operation Manager with 12+ years of experience driving customer experience…
Experience
Head - Customer Service Operations & Experience
May 2021 — Present · Bengaluru, IN
End-to-end ownership of Customer Support operations (Email, Chat, Voice, Warranty support, Tele-Sales and CXO & Social Media escalations) across 58+ FTEs, ensuring seamless customer experience delivery- Designed and executed operational blueprints to reduce Call-to-order ratio (33% to 17%) by introducing automation (Chatbots, WhatsApp integration & Customer Journey with improved touchpoints) resulting in 35% reduction in FTE costs- Collaborated with cross-functional stakeholders (Product, Tech, Sourcing, Fulfillment & Supply chain) to implement changes that improved NPS from 41 to 71 within 6 months- Developed KPI-driven governance frameworks (Bell curve performance monitoring, reward programs, process improvements), optimizing performance and ensuring compliance- Introduced MIS dashboards and QA benchmarks to monitor process health, enabling data-driven decision making at leadership level- Consolidated social media escalations into a single platform, improving visibility, response speed, and governance reporting- Designed internal processes to improve CS related KPIs (CSAT, CES & Resolution TAT)- Designed process flow of Tele-Sales to improve revenue in Interior business, Services business and Cart drop process.
Skills
- Powerpoint
- Microsoft Office
- Management
- Leadership
- Microsoft Word
- Teamwork
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