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  "basics": {
    "name": "Soumic Chatterji",
    "label": "Manager Learning and Development",
    "summary": "A seasoned professional with 14 years of rich experience in learning and development, currently serving as a Manager at Teleperformance in Gurugram. Specializes in knowledge maintenance, providing training and mentorship to new team members, client management, and conducting Audit-the-Auditor. Skilled in utilizing quality tools such as Pareto analysis, Histograms, Flow charts, and Check lists. Renowned for being self-motivated, an effective team player, and an organized individual proficient in coping in a fast-paced environment. Boasts a strong background in managing teams, conducting process training, interactive communication with clients from diverse cultures, and constantly achieving targets with the primary objective of customer satisfaction. Has been honored with numerous recognitions for commendable performance, and has been ranked as the Best Assistant Manager in the current organization. Holds a COPC Yellow Belt certification.",
    "location": "Gurugram, Haryana, India",
    "url": "https://soumicchatterji.vise.page",
    "profiles": [
      {
        "network": "LinkedIn",
        "username": "soumicchatterji",
        "url": "https://linkedin.com/in/soumicchatterji"
      }
    ]
  },
  "work": [
    {
      "company": "Wipro BPO",
      "position": "Associate",
      "location": "Delhi",
      "startDate": "2011-06",
      "endDate": "2012-05",
      "highlights": [
        "Performed assigned duties efficiently as part of the team"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Customer Service Representative",
      "location": "Gurgaon, Haryana",
      "startDate": "2012-06",
      "endDate": "2013-08",
      "highlights": [
        "Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction",
        "Answered a high volume of incoming calls and emails in a professional and courteous manner",
        "Utilized CRM system to document interactions, update customer information, and track resolutions",
        "Demonstrated strong communication skills and empathy to effectively connect with customers and build rapport"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Quality Analyst",
      "location": "Gurgaon, Haryana",
      "startDate": "2013-08",
      "endDate": "2016-12",
      "highlights": [
        "Conducted thorough analysis of product defects and identified root causes to implement quality improvement strategies",
        "Developed and implemented testing procedures to ensure compliance with industry standards and regulations",
        "Coordinated with cross-functional teams to drive continuous improvements in product quality and performance",
        "Created detailed reports and documentation to track and communicate quality metrics and KPIs to stakeholders"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Assistant Manager Customer Care",
      "location": "Gurgaon, Haryana",
      "startDate": "2016-12",
      "endDate": "2017-04",
      "highlights": [
        "Led a team of customer care representatives in providing exceptional service and resolving customer inquiries and issues promptly and effectively",
        "Conducted performance evaluations and provided ongoing training and coaching to team members to enhance skills and achieve organizational objectives",
        "Analyzed customer feedback and data to identify trends and develop strategies for improving customer care operations"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Assistant Quality Assurance Manager",
      "location": "Gurugram, Haryana",
      "startDate": "2017-04",
      "endDate": "2020-04",
      "highlights": [
        "Assisted in developing and implementing quality assurance policies and procedures to ensure compliance with industry standards and regulations",
        "Conducted regular audits and inspections of processes, products, and documentation to identify and address areas for improvement",
        "Collaborated with cross-functional teams to investigate and resolve quality issues, ensuring timely resolution and prevention of reoccurrence",
        "Contributed to the preparation and maintenance of quality reports, metrics, and performance indicators to monitor and improve overall quality performance"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Assistant Manager Learning and Development",
      "location": "Gurgaon, Haryana, India",
      "startDate": "2020-04",
      "endDate": "2022-07",
      "highlights": [
        "Assisted in evaluating the effectiveness of training initiatives through assessments and feedback strategies",
        "Conducted training sessions, workshops, and webinars to enhance employee skills and performance"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Manager Learning and Development",
      "location": "Gurugram, Haryana, India",
      "startDate": "2022-08",
      "current": true,
      "highlights": [
        "Developed and implemented comprehensive training programs for employees at all levels within the organization",
        "Led a team of learning professionals to design and deliver engaging and impactful learning experiences",
        "Conducted needs assessments to identify gaps in employee skill sets and knowledge, then curated relevant learning solutions",
        "Collaborated with key stakeholders to align learning and development initiatives with organizational goals and strategies"
      ]
    }
  ],
  "education": [
    {
      "institution": "University of Allahabad",
      "degree": "Bachelor of Science",
      "field": "Mathematics and Computer Science",
      "startDate": "2008-01",
      "endDate": "2011-12"
    },
    {
      "institution": "St.Vishna.R.R.N.School",
      "degree": "12th in Science",
      "startDate": "2006-01",
      "endDate": "2007-12"
    },
    {
      "institution": "St.Vishna.R.R.N.School",
      "degree": "10th in Science",
      "startDate": "2004-01",
      "endDate": "2005-12"
    }
  ],
  "skills": [
    "Root Cause Analysis",
    "Office 365",
    "Analytical Skills",
    "Leadership",
    "Customer Experience",
    "AI-Driven Technologies",
    "Communication",
    "Stakeholder Management",
    "Facilitation",
    "Emotional Intelligence",
    "Root Cause",
    "Analytical skill",
    "AI-DRIVEN"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Fluent"
    },
    {
      "language": "Hindi",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "COPC Six Sigma Yellow Belt Certification",
      "issuer": "COPC",
      "date": "2020-11"
    },
    {
      "name": "GENERATIVE AI MASTERMIND",
      "issuer": "Outskill",
      "date": "2026-02"
    },
    {
      "name": "AI Tool Workshop",
      "issuer": "Be10x",
      "date": "2026-02"
    },
    {
      "name": "Workday Certified Trainer",
      "issuer": "Teleperformance",
      "date": "2025-03"
    },
    {
      "name": "Introduction to Leadership",
      "issuer": "Learntube.ai",
      "date": "2025-03"
    },
    {
      "name": "AI Generalist",
      "issuer": "Be10x",
      "date": "2026-06"
    },
    {
      "name": "Manager as Coach - Master trainer certification",
      "issuer": "6 seconds",
      "date": "2026-03"
    }
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    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Bachelor's"
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