Bishwaroop Bhattacharjee

· Led the development and delivery of project "Unified", which aimed at merging two product lines under one executable, enhancing the user experience and hence reducing the number of daily customer complaints from 180+ to around 130, saving 5-man hours a day.

· Designed the user journey, roll out plan, onboarding, and support SOPs for the same.

· Project Unified was rolled out 25 days prior to the given timeline, enabling buffer time for additional testing.

· Managed the technical facets of the D2R tech support and operations division, overseeing its day-to-day operations and ensuring smooth functionality. This included workforce management, acquiring new technology and strategic planning.

· Was responsible to keep a track of application performance analytics. Set up python-based alerting system based on analytics data gathered from Grafana, SigNoz, MixPanel& AWS Cloudwatch.

· Led the development of over 10 features and enhancements, including the restructuring of order fulfillment logic. This initiative resulted in a 15% increase in the average number of orders per distributor.

· Oversaw the development program executed by outsourced resources for a Python & PyAutoGUI based BOT, that aimed at enabling automated order imports for non-integrated users.

· Prevented the implementation of an inefficient initiative, resulting in substantial cost savings for the organization.

· Managed the escalation team (L1 and L2) providing fast resolutions to P0, P1 issues. Utilized Freshdesk and JIRA for the same.

· Experienced in third party management, subscriptions, vendor, and program management. Worked with Thoughtworks & SequelStrings in multiple projects.

· Set up a fraud detection process, that eradicated fraudulent activities and enhanced system hygiene using test models.

· Tracked and maintained team performance, KPIs, and SOPs with all the metrics exceeding expectations.

· Led the project aimed at improving order upload health from 91% to 99.5% and order processed health peaked from 60% to 80% enabling confidence of ~300 top level distributors.

· Scripted web and process automation for internal process optimization.

· Closed 2023 with 99% order upload health.

• Conceptualized and successfully deployed data gathering modules, for the top 50 financial institutions in U.S
• Programmed bots using Java-Selenium to gather data from various data resources with 100% accuracy
• Enhanced the data gatherer agents by reducing latency by up to 60%
• Provided customization and exception handling per business requirements maintaining low failure stats.