Aditi Dutta
Senior Manager - Care at Nicobar Design Pvt. Ltd.- Claim this Profile
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Bio
Abhishek Baruah
Aditi is a diligent student who bring insight and energy to the classroom.
Avisekh Dutta
Very dedicated towards work, intelligent, smart, willing to handle team..... In short THE BEST.
Abhishek Baruah
Aditi is a diligent student who bring insight and energy to the classroom.
Avisekh Dutta
Very dedicated towards work, intelligent, smart, willing to handle team..... In short THE BEST.
Abhishek Baruah
Aditi is a diligent student who bring insight and energy to the classroom.
Avisekh Dutta
Very dedicated towards work, intelligent, smart, willing to handle team..... In short THE BEST.
Abhishek Baruah
Aditi is a diligent student who bring insight and energy to the classroom.
Avisekh Dutta
Very dedicated towards work, intelligent, smart, willing to handle team..... In short THE BEST.
Credentials
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Lean Six Sigma Green Belt Certification
SimplilearnMar, 2022- Nov, 2024 -
Lean Management
SimplilearnFeb, 2022- Nov, 2024 -
Lean Six Sigma Application in Information Technology
SimplilearnJan, 2022- Nov, 2024 -
Lean Six Sigma in Healthcare
SimplilearnJan, 2022- Nov, 2024 -
Minitab
SimplilearnJan, 2022- Nov, 2024
Experience
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Nicobar Design Pvt. Ltd.
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India
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Retail
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100 - 200 Employee
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Senior Manager - Care
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Dec 2020 - Present
• Head the Customer Care Team, Track, oversee and optimize all customer interactions • Launched the CSAT and NPS for online • Drafted the online NPS form along with the metrices to be filled and analyzed basis L1/L2/L3 levels • Created SOP, FAQ, Daily Report Dashboard for both online and offline NPS • Work closely with Growth, Operations and product teams to continually understand, define and then refine the customer base. • Gather customer feedback, analyze it and then design specific processes that can be put into place so that their customers benefit while profits also improve. • Deliver change initiatives identified internally or from external good practice to support improvement opportunities. • Build and manage the Online Reputation Management team. • Collate and analyze customer expressions of dissatisfaction, NPS Feedback and complaints to ensure that CSAT/NPS increases across the organization over time. Show less
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Goibibo
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India
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Travel Arrangements
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500 - 600 Employee
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Deputy Manager Quality Management
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Apr 2020 - Dec 2020
1. Prepare the Pre Sales and Post Sales Booking flows both for App and DWeb as a part of the customer’s journey2. Suggestions and improvisation on the Product designs for the customer’s ease 3. Customer Research Exercise for UDAN sectors 4. Suggestions on GI and MMT unification 5. Analyse the reasons for the losses 6. Analyse the calls for Cancellations and General information thereby suggesting the fixes 7. Work with Tech and Product to design automated flows for the customers8. Performance improvement projects9. Overall Quality Management at the partner sites - Partner/ Inhouse Performance & BQ Management10. Enhancement of the internal audit tool of all requirements11. Streamlining & revamp of processes 12. Process validation/ UAT - efficiency 13. Driving analysis & action plans of audits/ scrubbing/ escalations with stakeholders14. Preparing SOP for new process as per the requirement Show less
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Assistant Manager Process Excellence
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Apr 2016 - Apr 2020
1. Reduction in operational costs thereby focusing on increase in automation of top manual cases and tech & platform fixes by: a) Analyse top call driver, understand the current process flows and called customers to understand their product desires.b) Work with Product & Tech to design automated flows on Self Service / GIA (Chat Bot) for these call drivers.c) Track success of automated flows and once they reach optimum rate, introduce Smart IVR to direct customers for self helpd) Monitor improvements and share bugs/issues with tech (in order to further increase automation success)e) Work as a liaison between the Tech/Product/CCG/Revenue/Marketing/Supply teams on to ensure punctual delivery of the high quality productsf) Create FAQs for both Pre & Post Booking2. NPS Measurement, Analysis & Improvement a) Analyse detractors and identify impact of L1 and L2 issuesb) Define Targets for all Verticals basis the reduction in impact by each Segment3. Qualitative Analysis for Flights on new Launches by Product Increase in Conversions / Product Enhancements by:a) Conduct Qualitative Analysis for the newly launched features/products. b) Design Questionnaire & track Customer Feedback on the samec) Share Insights with product and provide suggestions for improvement4. Conduct Customer engineering sessions where product and tech personals chat directly with customers and solve the issues raised by them. Raise Tech issues and eventually follow up for the closure.5. Launched Gotime Promise for all verticals (Flights, Hotels, Cars and Bus) to reduce TAT for customer queries6. Create process flows for all post bookings scenarios for Hotels & Bus - Failed Transaction- WFT, GFT and Cancellation7. Prepare relevant Communication which is shown to customers with respect to booking type, status, reasons & refund value for different use cases.8. Automation of seller Ops reconfirmation process Show less
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Assistant Manager Customer Disputes
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Jun 2015 - Apr 2016
• Handled a team of 15 members• Evaluating team performance and providing continuous motivation and feedback• Assessing the team’s quality and productivity and enhancing their skill to delight the customers• Monitoring team and assisting them in escalations received through emails and Social • Handling queries related to promotions and on-going offers.• Co-ordination with internal CRM team for timely resolution.• Contribution towards Product Development• Maintain Team PLI report Show less
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Team Leader Customer Delight
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May 2014 - Jun 2015
• Handled a team of 9 members• Evaluating team performance and providing continuous motivation and feedback• Assessing the team’s quality and productivity and enhancing their skill to delight the customers• Monitoring team and assisting them in escalations received through Emails and Social forums• Handling queries related to promotions and on-going offers.• Co-ordination with internal CRM team for timely resolution.• Contribution towards product development• Maintain Team PLI reports Show less
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Senior Executive Customer Delight
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Mar 2013 - May 2014
Handled customer escalations received via social media (Facebook/Twitter/LinkedIn)
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KUONI BUSINESS TRAVEL INDIA PRIVATE LIMITED
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India
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Outsourcing/Offshoring
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1 - 100 Employee
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Senior Executive-Operations
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Dec 2010 - Mar 2013
• Worked as an implant for British High Commission, International SOS, DUPONT, DFID, CARE, ESPN, Baxter and IGT • Preparing itinerary like booking flights, hotels and cabs for the B2B clients • Worked as an implant for British High Commission, International SOS, DUPONT, DFID, CARE, ESPN, Baxter and IGT • Preparing itinerary like booking flights, hotels and cabs for the B2B clients
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American Express
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United States
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Financial Services
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700 & Above Employee
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Senior Analyst
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Nov 2007 - Nov 2010
• International Ticketing in Galileo for our client IBM. • Hotel and Car booking. • Fare Calculation and Routing. • Issuing Tickets for all Major Airlines all over world. • Coordinating with other colleagues for efficient functioning of the department. • Handling customer queries as and when required. • International Ticketing in Galileo for our client IBM. • Hotel and Car booking. • Fare Calculation and Routing. • Issuing Tickets for all Major Airlines all over world. • Coordinating with other colleagues for efficient functioning of the department. • Handling customer queries as and when required.
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WNS
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India
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Travel Counselor
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Jun 2006 - Oct 2007
• Worked with WNS Global Services as a Travel Counsellor in the Carlson Leisure Travel. • Daily sales and achieving monthly targets. • Worked with WNS Global Services as a Travel Counsellor in the Carlson Leisure Travel. • Daily sales and achieving monthly targets.
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Reservation Data Maintenance India Private Limited
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India
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IT Services and IT Consulting
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1 - 100 Employee
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Team Member
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Aug 2005 - May 2006
• Making itineraries • Issuing flight tickets, amendment and cancellations • Hotel bookings Customer relations. • Making itineraries • Issuing flight tickets, amendment and cancellations • Hotel bookings Customer relations.
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Education
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2001 - 2004
Indraprashtha College for Women
BA Pol Science Hons, Political Science -
2004 - 2005
Kuoni Academy of Travel
Diploma, Travel & Tourism -
1999 - 2001
Faculty HS School Guwahati
Higher Secondary, English,Pol Sc,Business Studies,Psychology and History -
1988 - 1999
Guwahati Public School
Matriculation
Community
