Samrat Guha Email & Phone Number

Hyderabad, IN

Hyderabad, Telangana, India

• Managing daily activities like shrinkage, attrition and performance.
• Conduct one-on-one discussion to provide feedback and understand team member’s aspiration and future plans and guide them to achieve them.
• Identify individuals for career progression based on their potential capabilities and keep the team members motivated for new opportunities.
• Organize leadership call listening sessions to discuss the quality misses and DSAT.
• Conduct regular engagement activities to keep positive and motivating work environment.
• Manage, update and publish performance dashboard including CSAT, production hours and Quality across the floor

Hyderabad, Telangana, India

• Focus on leading team of analysts working on medical insurance plans.
• Strategize to complete tickets as per the estimated completion date (ECD).
• Leveraging my skills in strategic planning, lead team in meeting weekly and monthly targets with firm commitment towards accuracy.
• Publish EOD and EOW reports to the managers.
• Track ticket status and plan the closures accordingly.
• Managing daily activities like shrinkage, attrition and utilization.

Hyderabad, Telangana, India

• Led cross-functional teams in identifying opportunities for process improvement and implementing solutions to enhance quality and efficiency.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Established KPIs to monitor quality metrics and track progress towards quality objectives.
• Create and update FMEA of the processes.
• Publish process hygiene report and represent to the stakeholders.
• Implemented quality management systems and tools to automate processes and improve data accuracy and integrity.

Kolkata, West Bengal, India

• Created unique materials to support training programs.
• Trained and mentored 500+ new joiners on process and CRM tools.
• Delivered robust training courses via classroom learning programs.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Kolkata, West Bengal, India

• Monitored inbound and outbound calls of associates to provide constructive feedback.
• Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.

Kolkata, West Bengal, India

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Created and monitored promotional approaches to increase sales and profit levels.
• Developed key operational initiatives to drive and maintain substantial business growth.

Bachelor Of Engineering - Be, Computer Science

Activities and Societies: Inter college Collage competition, Inter college Counter Strike competition, NeN organized business competition.

A.I.S.S.E, Maths+Physics+Chemistry

A.I.S.S.C.E.

Activities and Societies: Monthly exhibition on Geography and Science(Physics,Chemistry),Drawing competition,Debate team,Essay.