Sangita Bera

A seasoned BPO/KPO professional with over 5 years of experience in inbound, outbound and CRM. I have handled premium clients, including celebrities and TATA SKY pan-India. Looking for CRM, Inbound BPO, roles in an esteemed organisation. Have also launched by own food startup.

Senior Customer Service Associate - Voice - Teleperformance

(2017-01 - 2022-12)

• Handled 20-30+ critical inbound/outbound calls daily, resolving queries with a strong focus on escalation management and customer satisfaction.
• Maintained CSAT ≥ 90–95%, consistently meeting quality benchmarks and delivering superior customer experience.
• Achieved AHT targets (e.g., 6–10 mins) while ensuring accuracy and compliance with process guidelines.
• Delivered Quality Scores ≥ 90%, adhering to call audits, SOPs, and data security standards.
• Managed escalations effectively, reducing repeat contacts and improving overall resolution efficiency.
• Supported team as SME/floor support, improving team KPIs and reducing error rates.
• Mentored new hires, accelerating ramp-up time and enhancing team productivity.
• Utilized CRM tools to log cases, track follow-ups, and ensure TAT adherence.
• Drove upsell/cross-sell conversions (if applicable) while maintaining customer-first interactions.

Master of History - History - Rabindra Bharati University (2015)

Bachelor of Arts - Arts - Vidyasagar University (2013)

Higher Secondary - Arts - Arts - Dantan High School (WBBHSE) (2010)

Madhyamik - Dantan Binapani Girl's High School (WBSE) (2008)