Deblina Chakraborty

Designation: Lead Quality Analyst

• Spearheaded the implementation of Agentic AI workflows to automate support processes, including an NLP-based chatbots that reduced average response times by 25%, significantly improving the onboarding experience for new customers and leads.
• Managed the end-to-end delivery of an AI-driven NLP solution for automating customer support tasks—ticket classification, sentiment analysis, and agent-assist tools—leading to improved efficiency and responsiveness.
• Led automation of key product workflows, resulting in a 42% reduction in support tickets for a high-traffic SaaS product, directly enhancing customer experience and reducing manual load.
• Directed cross-functional teams across multiple automation and AI initiatives, leveraging Agile and Scrum methodologies. Conducted bi-weekly sprint reviews and ensured 95% on-time delivery while maintaining 90%+ customer satisfaction.
• Identified project risks early and implemented mitigation strategies. Oversaw change management efforts, ensuring smooth adoption of new systems via stakeholder training and continuous enhancements.
• Designed and executed a project plan to deploy an AI-enhanced LMS for onboarding and continuous learning. Used Jira to generate velocity and burn-down charts for tracking progress and resource allocation.
• Created data dashboards using QuickSight and Power BI to enable executive-level decisions. Utilized Jira, Confluence, and Google Workspace for planning, tracking, and reporting.
• Conducted market research and vendor analysis to forecast trends and identify operational gaps—efforts that contributed to a 5% increase in gross margin and a 10% rise in client retention.
• Partnered with cross-functional stakeholders to design and implement a tailored CRM solution, resulting in a measurable 2% boost in customer satisfaction.
• Led projects involving automation tools like Zapier, Slack, Zendesk APIs, and Flask (Python), showcasing technical depth and the ability to translate business needs into scalable systems.

• Led ticketing tool migration from Freshdesk to Zendesk, improving customer experience.

• Acted as a technical liaison, streamlining solutions and reducing resolution time. Managed shifts, escalations, and quality standards.

• SPOC for Zendesk's Explore to create and monitor dashboards, and reports, analyze the data/ perform trend analysis, identify gaps/provide solutions.

• Developed business use cases and solutions with SDKs (Python, PHP, Node.js, WebRTC), providing key documentation for clients and support teams.

• Onboarded clients and transitioned their infrastructure to our cloud, optimizing call/message flow with APIs and XML for 7+ clients.

• Debugged 250 client codes for Plivo compatibility and hosted on Heroku for testing.