Debanki Kanango
Bangalore
Summary
Dynamic leader with a proven track record at Paychex India, enhancing team efficiency by 80% through innovative quality projects. Skilled in data analysis and emotional intelligence, I excel in coaching and mentoring, driving employee engagement, and fostering cross-functional collaboration to achieve service excellence and client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Supervisor – Quality & Service Excellence
Paychex India
01.2022 - Current
- Lead a quality evaluation team of 34+ members, providing coaching, mentoring, and career development support.
- Designed and implemented quality projects that improved team efficiency by 80% and significantly reduced client churn.
- Drove cross-functional collaboration with operations, L&D, and customer experience teams to align QA strategies with business goals.
- Managed multiple complex accounts, maintained high quality scores, and reduced client escalations.
- Developed a team development framework and launched recognition programs, enhancing motivation and reducing attrition.
- Used analytics to identify quality trends and implemented AI-based solutions to automate QA scoring and reporting.
- Acted as a client advisor, delivering tailored service solutions aligned with KPIs and customer expectations.
- Created customer onboarding experiences that decreased time-to-value and increased satisfaction.
- Reduced client disputes by 50% by redesigning issue-resolution processes based on feedback analysis.
Vice President – EBRG India (Employee Business Resource Group)
Paychex India
01.2013 - 12.2022
- Spearheaded DEI and employee engagement programs, boosting satisfaction by 30% and participation in cultural events by 40%.
- Designed and led Diversity & Inclusion communication campaigns across internal platforms.
- Guided executive leadership on embedding DEI values into business practices.
- Managed budgets for engagement initiatives, ensuring ROI-focused strategies while maintaining quality.
- Participated in key client projects focused on cost optimization and revenue growth.
- Supported organizational leadership in embedding DEI goals into the company's core values and operations.
Assistant Manager – Quality & Process Excellence
Concentrix
01.2013 - 12.2022
- Led quality and service operations aligned with client value expectations, consistently meeting strict SLAs and ensuring process efficiency.
- Lead a high-performing team of Quality Auditors and Coaches, & Customer service representatives & Logistic Supply Specialists team, fostering a results-driven culture aligned with continuous improvement and customer excellence.
- Designed and implemented comprehensive QA frameworks like Email audit form, Chat evaluation form etc. and measurable standards aligned with company and client expectations.
- Partner with Operations, L&D, and CX teams to align quality strategies with business goals.
- Analyze customer feedback, performance metrics, and interaction audits (calls, chats, emails) to identify trends and service enhancement opportunities.
- Implement coaching programs that empower employees to elevate customer experience delivery.
- Initiate and lead service improvement projects using best practices and innovative coaching techniques.
- Leverage data analytics tools to track quality trends, monitor KPIs, and support continuous improvement.
- Participated in automation in quality monitoring to reduce manual scoring and improve scalability.
- Ensure full compliance with internal policies, industry standards, and regulatory requirements.
- Applied strong product knowledge and client insights to deliver tailored quality strategies that align with business needs.
- Acted as a liaison between customer service, leadership, and clients to drive service excellence and business productivity.
- Embraced a hands-on leadership style with a strong focus on teamwork and proactive problem-solving.
- Recruited, trained and managed a team of quality specialists, fostering collaboration, accountability, and high performance.
Assistant Operation Support (Quality Advisor)
NetApp Storage Systems
01.2010 - 12.2013
- Delivered high-quality customer service to internal and external clients with a focus on first-contact resolution.
- Coordinated with global vendors and partners to meet delivery commitments and maintain service expectations.
- Served as a quality liaison between clients and teams, enhancing program-level metrics through training and process alignment.
- Conducted regular audits to monitor team performance and ensured process compliance and accuracy.
- Performed comprehensive RCA for escalations, identifying underlying issues, and provide actionable recommendations to prevent recurrence.
- Created and maintained knowledge bases (KBs), training guides, and SOPs to support process improvement initiatives.
- Proactively identified and recommended various process improvements based on analysis, team feedback, and industry trends, leading to increased efficiency and reduced errors.
- Resolved technical and service-related issues effectively, resulting in reduced customer escalations and higher satisfaction.
- Identified project risks and developed mitigation plans to minimize impact and ensure business continuity.
- Tracked progress across multiple projects, helping clients reduce costs and optimize for strategic business outcomes.
- Collaborated with stakeholders across customer, client, and delivery teams to define process improvements and service requirements.
Transaction Officer
MPHASIS an HP Company
Mangalore
01.2009 - 12.2010
- Responsible for proofread, edit & evaluated final copy to verify content aligned with established guidelines.
- Provided concise & constructive editorial feedback to peers, staff members etc to improve increase in production.
- Simplified documentation to enhance readability & comprehensive of information.
Education
Msc - Microbiology
Bangalore University
01.2008
Bsc - Microbiology
North Maharashtra University
01.2006
Plus 2 -
GHSS Roing
01.2003
Class X -
JNV
01.2000
Skills
- People manager
- Quality assurance
- Project management
- Process improvement
- Data analysis
- Client relationship management
- Employee training
- Team building
- Cross-functional collaboration
- Customer feedback analysis
- Emotional intelligence
- Diversity, equity, and inclusion (DEI)
- Coaching and mentoring
- Issue resolution
- Service excellence
- Motivational skills
- Assignment delegation
- Performance metrics
- Diversity and inclusion
- Team scheduling
- Change management
- Effective leadership
Certification
Lean Six Sigma Yellow Belt
Accomplishments
- Participated in a DEI Cultural mentorship program.
- Chosen as a Vice President of EBRG India Branch in 2023 (within 3 months of joining the company).
- Led a cross-departmental team to execute multiple employee engagement initiatives that improved employee satisfaction.
- Successfully grew EBRG participation by 57%, strengthening organizational inclusivity and belonging.
- Developed and delivered a multi-channel EBRG communication strategy, resulting in 60% increase in employee awareness.
- Best Team Manager 2022 for Bangalore.
- Fastrack promotion to SME from associate.
Languages
- English
- Hindi
- Bengali
- Assamese
- Nepali
Personal Information
- Title: Customer Success Manager
- Nationality: Indian
- Marital Status: Married
Affiliations
- Designed and implemented the ECS Quality Evaluation Form, improving accuracy and consistency in quality measurement; shared with the Project Management Team for process-wide adoption.
- Collaborated with cross-functional stakeholders, including Linda Smith’s team, to develop a new evaluation tool tailored for unauthenticated chat quality assurance.
- Led the successful rollout of the New Hire Orientation Project, enhancing onboarding experience and reducing ramp-up time for new employees. Introduced an “Audit the Auditor” mechanism, strengthening internal QA controls and ensuring evaluation consistency and fairness. Developed and launched a Calibration Process Tool, driving alignment across QA teams and reducing evaluation discrepancies.
- Proposed and implemented the Upstream Customization Optimization Idea (APR #APR0174700), significantly reducing the risk of fraudulent attacks and enhancing data security.
- Applied DMAIC methodology to introduce an Error Analysis and Process Improvement Framework, supported by structured repositories to reduce recurring issues. Led cross-training initiatives, enabling team members to manage multiple projects, improving operational flexibility and resource utilization.
- Selected as Co-Chairperson for the Employee Business Resource Group (EBRG) – WIN India, promoting diversity, equity, and inclusion through strategic leadership and engagement initiatives.
Timeline
Team Supervisor – Quality & Service Excellence
Paychex India
01.2022 - Current
Vice President – EBRG India (Employee Business Resource Group)
Paychex India
01.2013 - 12.2022
Assistant Manager – Quality & Process Excellence
Concentrix
01.2013 - 12.2022
Assistant Operation Support (Quality Advisor)
NetApp Storage Systems
01.2010 - 12.2013
Transaction Officer
MPHASIS an HP Company
01.2009 - 12.2010
Msc - Microbiology
Bangalore University
Bsc - Microbiology
North Maharashtra University
Plus 2 -
GHSS Roing
Class X -
JNV
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