SANGEETA DEBNATH
Kuala Lumpur
Summary
I am Passionate to obtain a position that will enable me to utilize my strong organizational skills, educational background and ability to work well with people and as a Team-player in a people-oriented organization where I can maximize my experience in a challenging environment to achieve the goals. Given a chance to work with your project, I would like to see to it that my professional skills, in coherence with my personnel management skills are being implemented in the best and most effective way.
Overview
3
3
Languages
4
4
Certifications
9
9
years of professional experience
Work History
Trainer II
Concentrix
03.2021 - 05.2026
- Training & Certification Execution: Maintained EVOlVE and Meta training certifications to manage, lead, and deliver complex New Hire Training (NHT) and strategic employee upskilling programs.
- Nesting & Throughput Management: Spearheaded the operational Nesting phase for new hire cohorts, consistently achieving 100% throughput by hitting stringent CSAT and Quality score targets.
- Performance Remediation: Evaluated live calls and case files to provide real-time coaching; designed tailored Performance Improvement Plans (PIPs) that successfully restored bottom-performing agents back to target metrics.
- Specialized Coaching: Conducted targeted performance coaching for Incident Response (IR) and Incident Command (IC) teams to ensure high-stakes resolution accuracy.
- Continuous Quality Improvement: Analyzed monthly agent Quality scores to identify skill gaps and deployed targeted Refresher Training sessions to resolve operational vulnerabilities.
- Data Analytics & Reporting: Performed deep-dive data analyses on Nesting productive hours to build and present high-impact Weekly Business Review (WBR) decks for executive operations.
- Workforce Management: Handled day-to-day team administration using Ramco HR software, overseeing accurate attendance tracking, overtime (OT) plotting, and leave management.
Student Advisor
(Sales) Global University Systems
07.2019 - 12.2019
- Guided high school students by analyzing academic backgrounds and career goals to map tailored international education pathways.
- Promoted and sold tuition fee packages for premium partner institutes and universities affiliated with Global University Systems (GUS).
- Managed end-to-end student enrollment, providing expert support for IELTS preparation, visa processing, accommodation sourcing, and admissions.
- Delivered high-quality student support by responding to incoming inquiries via phone and email with speed and professionalism. Leveraged customer service expertise to rapidly build trust with students, fostering open and productive counseling relationships.
Resolution Specialist & Subject Matter Expert (SME)
12.2016 - 11.2018
- Healthcare Operations & Advisory: Guided US-based UnitedHealth Group (UHG) physicians through complex medical insurance policies to ensure accurate patient coverage verification.
- Efficiency Optimization: Delivered optimal customer service by presenting tailored UHG packages and insurance benefits within a strict 10-minute Average Handling Time (AHT).
- Talent Development: Served as an SME for 3 months, training and bridging new hire cohorts smoothly from classroom instruction to active operations.
- Client Retention: Cultivated strong provider relations and resolved complex tier-1 complaints to secure high organizational customer loyalty.
Senior Consultant (Google Ads)
Regalix
11.2018 - 06.2018
- Strategic Campaign Design: Architected high-performance Google Ads campaigns and structured long-term quarterly budgets to maximize client ROI and marketing spend efficiency.
- Data-Driven Analytics: Applied Google Analytics insights to implement industry best practices, guiding businesses to successfully meet their digital acquisition and conversion goals.
- Client Advisory: Interfaced directly with client leadership teams, serving as a trusted advisor to ensure consistent high-touch service delivery and minimize service downtime.
- Operational Excellence: Designed process-driven documentation and detailed audit reports to ensure rigorous compliance, attention to detail, and seamless managed services.
- Revenue & Sales Growth: Developed and implemented strategic sales team incentives that accelerated new client acquisition and drove business growth in core target markets.
- Platform & Brand Management: Collaborated with technical teams to optimize existing advertising tools and delivered targeted product training to maximize brand awareness.
Education
Bachelor of Business Administration - Marketing, HR & Finance
WALJAT SCHOOL OF APPLIED SCIENCES
Muscat, OMAN01-2016
High School - undefined
Indian School Sohar
Muscat, Oman01-2013
Skills
People Management
Leadership
Training delivery
Soft skills
Microsoft Word, PowerPoint and Excel
Digital B2C marketing
Certification
SIX SIGMA WHITE, YELLOW & GREEN BELT
Timeline
Trainer II
Concentrix
03.2021 - 05.2026
Student Advisor
(Sales) Global University Systems
07.2019 - 12.2019
Senior Consultant (Google Ads)
Regalix
11.2018 - 06.2018
Resolution Specialist & Subject Matter Expert (SME)
12.2016 - 11.2018
High School - undefined
Indian School Sohar
Bachelor of Business Administration - Marketing, HR & Finance
WALJAT SCHOOL OF APPLIED SCIENCES