Shobna Dutt

Managed full office operations including staffing, reporting, and process improvements. Worked closely with HR, CEO, and founder on strategic and operational matters. Ensured smooth coordination across departments and international teams. Maintained accuracy in billing, reporting, and administrative functions. Managed client accounts ensuring high satisfaction and retention. Collaborated with marketing team on branding and business development. Led technical teams providing coaching and performance support. Ensured successful delivery of client and technical projects. Fostered a productive and collaborative team environment.

Drive revenue through lead generation, proposal development, and closing sales. Manage and grow client accounts ensuring high retention and satisfaction. Oversee full client lifecycle including onboarding, delivery, and escalations. Build and maintain strong client relationships at all levels. Represent the company at networking and industry events. Collaborate with clients to improve workflows, productivity, and profitability. Lead cross-functional teams across editorial, design, web, and digital marketing. Delegate tasks and ensure effective resource utilization. Develop project plans, trackers, and reporting systems. Ensure timely delivery and quality assurance of all client work. Monitor client feedback and implement improvements. Handle negotiations, complaints, and complex client escalations. Align project outcomes with client objectives and business goals.

Managed escalated and complex customer queries across phone, email, and chat. Delivered high-quality service while meeting KPIs (resolution time, customer satisfaction). Monitored and evaluated calls ensuring compliance with quality standards. Conducted QA audits on recorded and live calls. Provided coaching and feedback to improve agent performance. Identified recurring issues and recommended process improvements. Assisted in training and onboarding of new agents. Maintained QA scorecards, reports, and performance dashboards. Ensured adherence to company policies and regulatory requirements. Sales responsibilities included selling mobile and internet services to Australian customers (inbound and outbound), achieving targets, identifying customer needs, recommending suitable telecom solutions, handling objections, and upselling while maintaining strong customer relationships.