Swagata is a professional corporate trainer with extensive industry experience exceeding 16 years in customer relations/CRM, operations management, training and development, and business development in professionally managed organizations. Swagata holds a Masters in Business Administration qualification from Jadavpur University, Kolkata.
She has developed an in-depth understanding of the service industry and its functioning, with extensive domain knowledge in telecom products and services including analog, ISDN, mobile and data products (MPLS, ILL, ILP). She has been a part of large corporates like DHL Group (formerly known as Exel India), Tata NYK, Airtel, Loop Mobile and Gati Ltd. In her last two stints in Loop Mobile and Gati Ltd., she oversaw overall call center operations, owning P&L and being responsible for the entire team management, including training and development. In her prior roles, she had developed multiple internal management training workshops for both telecom and logistics companies.
Swagata is an expert in effective communication principles, having owned both internal communication and client communication in her corporate career. She has also played active roles in corporate change management initiatives and crisis management.
She designs and conducts local and regional training programs across service and travel domains, more specifically in functions like sales, customer service, audit, account management, and soft skills. She conducts classroom, virtual, and field training to enhance customer service experiences; trains account executives on selling processes, increases product knowledge and customer engagement, and trains post graduate students on soft skills.
She strongly believes that the most important goal of her professional being is talent development and helping her trainees build the right competencies through training and mentoring.