Susmita Bera Email & Phone Number

As a Team Lead at Swiggy, I oversee a team of customer service representatives who handle inbound and outbound calls, emails, and chats from customers and restaurant partners. I ensure that our team delivers high-quality customer experience, satisfaction, and retention across all channels and platforms. I also monitor and evaluate the team's performance, provide feedback and coaching, and implement best practices and policies. I have over five years of experience as a Team Lead in the customer service industry, having previously worked at Firstsource and Teleperformance, where I led and managed teams, handled escalations and complaints, and resolved complex issues. I have developed strong skills in customer retention, customer experience, customer satisfaction (CSAT), communication, leadership, and problem-solving. I hold a Bachelor of Arts degree in Arts from Calcutta University, where I studied various subjects such as literature, Psychology, sociology, and philosophy. I am passionate about learning new things, exploring different cultures, and improving myself and others. I am also committed to Swiggy's mission of changing the way India eats by providing convenient, affordable, and diverse food options to millions of customers.

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  Calcutta University, Kolkata

  Arts