DEBABRATA BISWAS

• Led a team of executives and associates in ensuring seamless service delivery operations.
• Received and acknowledged issues from the customer base, identifying key concerns and prioritizing resolution.
• Oversaw root cause analysis and implemented corrective action plans to improve overall service quality.
• Communicated with clients to implement process changes and new initiatives, ensuring alignment with business goals.
• Supervised performance metrics, conducted quality checks, and provided coaching to team members.
• Developed strategic action plans to meet KPIs, SLAs, and client expectations.
• Coordinated with cross-functional teams and higher management for escalations and critical case handling.
• Managed training initiatives, developed documentation, and delivered process presentations to internal stakeholders.
• Identified trends and gaps through detailed data analysis and presented insights to leadership for informed decision-making.
• Administered and maintained SharePoint sites to ensure smooth document control, team collaboration, and knowledge management.
• Designed and developed workflows using Power Automate to streamline repetitive tasks, improve process efficiency, and reduce manual effort.
• Created customized automation tools and dashboards for internal teams to track metrics, task assignments, and SLA compliance.

Acknowledged and resolved customer issues by performing thorough case qualification.

Verified problem analysis and confirmed prioritization with customers.

Identified impacts of alternatives on local and regional systems and processes.

Involved additional resources as necessary to address complex cases.

Drove solution implementation while consulting relevant stakeholders for input.

Provided feedback on new implementations to enhance team performance.

Utilized root cause analysis to identify trends, gaps, and training needs.

Updated documentation in alignment with changes communicated to P&C teams.

• Maintained high levels of customer satisfaction and retention by ensuring disconnect orders are timely closed.
• Created and revised procedures, checklists and job aids to avoid disconnect in error (DIE).
• Carried out special orders by planning, implementing and tracking end-to-end resolution for the customers.
• Initiate timely response email & correspondence.

• Maintained high levels of customer satisfaction and retention by ensuring issues are resolved timely.
• Acknowledge and investigate the customer's concern and provide resolution on call or email.