Soumya Lodh
Customer Support & Back Office Specialist
About
Results-oriented professional with nearly a decade of expertise in customer support operations and back office management, specializing in regulatory compliance and US debt collections. A certified Lean Six Sigma Green Belt, Soumya has a proven track record of implementing data-driven solutions that enhance operational efficiency and deliver significant financial impact.
Experience
Customer Support & Back Office Specialist
Concentrix India Pvt. Ltd.
May 2024 – May 2026 · Kolkata
Identified and resolved critical SLA bottlenecks in order fulfillment, leading to an 18% reduction in processing time and £47K annual savings. Promoted twice within 7 months for implementing quality control measures that improved team productivity and reduced rework by 31%. Restructured shift allocations based on traffic analysis, enhancing customer satisfaction scores from 81% to 89%.
Digital Marketer
Digital Connect
August 2023 – May 2024 · New Delhi
Revamped underperforming digital campaigns, resulting in a 27% increase in click-through rates and a 19% improvement in lead quality. Developed a targeted content strategy that boosted email engagement rates from 8.2% to 14.5% and increased conversion funnel traffic by 18%.
Regulatory Response Specialist
Airbnb (via BPO)
September 2022 – March 2024
Led a Lean Six Sigma project that reduced case resolution time by 31%, saving significant rework hours and increasing NPS by 14 points. Mapped escalation criteria to mitigate legal risks, preventing costly litigation incidents.
Resident Expert / Process Expert – US Debt Collections
Midland Credit Management
December 2016 – April 2022 · Gurugram
Improved recovery rates from 68% to 82% through structured coaching and objection handling playbooks, generating £312K incremental recovery. Designed compliance checklists that reduced non-compliance rates to 3.2%, eliminating £84K in annual risk exposure.
Education
Kalinga University, Chhattisgarh
Bachelor of Arts (B.A.)
2014 - 2017