Swapnil Mukherjee
Process Associate at Genpact | Streamlining Operations for Efficiency and Excellence
- Role
- Process Associate at Genpact
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Swapnil Mukherjee
As a highly motivated and detail-oriented professional currently working as a Senior…
Experience
Process Associate
Jul 2024 — Present · Gurugram, IN
Maintained a consistent 95% performance score for five consecutive months while working for one of the USA’s largest consumer companies. Achieved one of the lowest Average Handling Times (AHT) and maintained a Repeat Customer Contact Rate (RCR) below 6%, ensuring efficiency and customer satisfaction. Promoted to Subject Matter Expert (SME) based on performance; conducted regular audits and provided constructive feedback to help teammates improve. Worked extensively on tools like MIS, Excel, and Pulse to support reporting, analysis, and real-time performance tracking. Efficiently de-escalated customer issues and provided prompt, resolution-focused support within the defined timeframes, improving overall service quality. Demonstrated a proactive approach by identifying process gaps and helping the team adopt best practices to boost accuracy and efficiency.
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