Sanghamitra Dhall

Bangalore

Open to

Bangalore

Work style

hybrid, on-site

Contact details — on requestProof of Work — on request

Experience

Acting Team Lead

LiteMed (Curapod), Bangalore · Mar 2025 – Feb 2026

Not yet confirmed

Led a team of 11 agents, managing ticket allocation, queue monitoring, and SLA adherence.
Managed Returns & Replacements operations (60 cases/month) across various platforms.
Designed SOPs and conducted training sessions.
Handled high-severity escalations, improving CSAT and reducing repeat issues.
Collaborated with Product, Tech, and Logistics teams; conducted RCA.

Senior Customer Delight Specialist

HealthifyMe, Bangalore · Aug 2023 – Apr 2024

Not yet confirmed

Handled 50+ customer queries daily with <1-minute response time.
Reduced escalations by 20%.
Maintained CRM records for seamless handovers.
Worked cross-functionally to improve processes.

Product Support Specialist (SME)

Practo, Bangalore · Aug 2022 – Aug 2023

Not yet confirmed

Managed 50+ daily inquiries with 90% resolution accuracy.
Monitored calls and improved CSAT by 15%.
Led customer feedback initiatives.

Customer Support Executive (Contract)

Flipkart, Bangalore · May 2021 – Feb 2022

Not yet confirmed

Improved customer satisfaction by 20% through outbound calls.
Achieved 90% CSAT through effective issue resolution.
Handled social media support.

Customer Support Executive (Contract)

Flipkart, Bangalore · Oct 2018 – May 2019

Not yet confirmed

Handled outbound calls, improving customer satisfaction.
Resolved product issues with high CSAT performance.

Skills 0 proven through work

Also works with

Working with CSV FilesLead ManagementProject Status CommunicationPlan Option Presentation and DifferentiationMentoring and Peer CoachingWork Planning and PrioritizationSLA AdherencePeople ManagementSOP DevelopmentProcess ImprovementCRM Data Entry and MaintenanceSupport Case Follow-Up ManagementShipment CoordinationWorkflow CoordinationCustomer De-escalationIssue Escalation

Proof of Work

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Education

MBA, MBA (Marketing & HR)

Birla Global University, Bhubaneswar · 2019 — 2021

BBA, BBA (Marketing & HR)

Birla Global University, Bhubaneswar · 2014 — 2017

Contact details

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