Joy Das

Delivered customer service in a fast-paced international hospitality environment
Handled guest interactions, complaints, and service recovery situations
Strengthened communication and real-time customer handling skills
Gained exposure to multicultural, high-pressure service environments

• Led a team of ~20 agents handling international travel customer operations (Expedia TAAP -
B2B2C model)
• Improved CSAT by ~20% through structured coaching and FCR-focused improvements
• Improved SLA adherence from 88% to 96% through workforce monitoring and login
discipline
• Increased FCR from 72% to 86% by reducing repeat contacts through coaching and root
cause analysis
• Reduced escalation rate from 18% to 9% by improving agent ownership and decision
making
• Improved team productivity by ~15% through workload balancing and process optimization
• Improved login adherence from 88% to 97% through monitoring and accountability tracking
• Reduced attrition from ~22% to 12% through engagement and 1:1 coaching
• Reduced absenteeism from ~14% to 6% through performance tracking and discipline
• Improved team QA scores from 84% to 91% within performance cycle
• Managed escalated cases ensuring high-quality resolution and customer satisfaction
• Used Excel dashboards to track KPIs and identify performance gaps
• Supported leadership reporting through structured analysis and PowerPoint reports

• Delivered structured training programs for insurance and financial services customer support
teams
• Achieved ~90% training success and certification rate for new agents
• Designed training modules covering communication, compliance, product knowledge, and
customer handling
• Improved agent readiness and reduced onboarding errors through structured coaching
• Collaborated with QA and operations teams to improve service quality and close performance
gaps
• Conducted assessments, call reviews, and performance evaluations
• Created dashboards and training reports using Excel and PowerPoint

Customer Service Executive
• Handled voice, chat, and email support for insurance customers
• Resolved policy queries, service requests, and complaints
• Maintained strong customer satisfaction and service quality standards
• Achieved 95%+ QA scores consistently as a top-performing agent
• Maintained low repeat contact rate of ~8% on chat interactions
• Conducted QA audits ensuring compliance with IRDA guidelines
• Improved QA scores from 85% to 92% within 3 months
• Identified recurring issues using Pareto analysis and KPI trends
• Provided structured coaching to improve agent performance and reduce errors
• Created QA dashboards and performance reports for management
• Improved overall service quality and customer experience outcomes