Debobrata PURKAYASTHA
Delhi,India
Summary
Customer Experience & CRM Manager with over 11 years of success driving customer-centric strategies across e-commerce, retail, and digital platforms. Known for building and leading high-performing, multi-brand support teams, streamlining service operations, and leveraging CRM insights to enhance customer engagement and loyalty. Adept at managing complex, high-volume environments while delivering measurable improvements in satisfaction, retention, and team productivity. A strategic thinker with a hands-on approach to optimizing end-to-end customer journeys across omnichannel touchpoints.
Overview
10
10
years of professional experience
Work history
Customer Relationship Manager & Sales
RASA Group
Delhi, India
07.2024 - 05.2025
- Resolved 95% of customer inquiries within 24 hours, improving CSAT.
- Managed CRM for three brands: lead distribution, performance reports, and quality assurance.
- Trained and led 18-member team across brands to align on KPIs and improve efficiency.
- Conducted quarterly training programs to increase product and process awareness.
- Increased Average Order Value (AOV) from ₹315 to ₹1,500 in six months through targeted upselling strategies, bundling offers, and improved customer segmentation.
Customer Service Team Lead
Organic Harvest - Rasa Group
Delhi, India
04.2022 - 06.2024
- Improved customer satisfaction scores by 30% through feedback analysis and process redesign.
- Led omnichannel support (email, chat, voice, social media); handled escalations directly.
- Implemented new SOPs and KPI dashboards to drive accountability across teams.
Customer Success Specialist & Sales
Exotic India Pvt. Ltd.
Delhi, India
08.2020 - 04.2022
- Managed global customer service for niche e-commerce segments.
- Managed complaints effectively, restored client confidence in brand.
- Coordinated cross-functional efforts for special orders and high-value clients.
- Handled escalated queries from customers, brought about swift resolutions.
Community Relationship Manager
TourHQ.com
Delhi, India
08.2019 - 07.2020
- Drove lead-to-booking conversion in international travel vertical.
- Customized CRM workflows based on regional client preferences.
- Built rapport with international clientele, boosting repeat booking rates.
Support Executive
ITC Infotech
Kolkata
11.2016 - 07.2019
- Handled high-volume support cases across voice and email channels.
- Collaborated with internal QA teams to resolve service escalations.
- Collected and analyzed VoC (Voice of Customer) data for ongoing CX improvement.
Customer Support & Marketing Executive
Pantaloons - Aditya Birla Fashion & Retail
Kolkata
01.2015 - 10.2016
- Executed customer loyalty programs and corporate gifting campaigns.
- Oversaw in-store branding initiatives and managed vendor partnerships.
Education
MBA - Marketing Management
Suresh Gyan Vihar University
Jaipur, RajasthanBBA - Marketing
Institute of International Trade
Salt Lake Sec V, KolkataSkills
- Customer Retention & Loyalty Strategies
- Customer Satisfaction (CSAT)
- Customer Journey Mapping
- Conflict Resolution & Escalation Management
- Zendesk, Freshdesk(Ticketing & Support Platforms)
- Customer Data Analysis & Segmentation
- Campaign & Workflow Automation
- Omnichannel Support Delivery (Phone, Email, Chat, Social Media)
Customer Relationship & Experience Management
CRM Tools & Technical Proficiency
Leadership & Team Management
- Training & Performance Coaching
- Process Improvement & Service Optimization
- SLA & KPI Management
- Excellent Written & Verbal Communication
- Empathy & Active Listening
- Time Management & Prioritization
- Reporting & Dashboard Creation
- Continuous Service Improvement (CSI)
- Data-Driven Decision Making
Communication & Soft Skills
Analytical & Strategic Thinking
Languages
English (Fluent)
Fluent
Hindi (Fluent)
Advanced (C1)
Bengali (Native)
Upper intermediate
Assamese (Conversational)
Upper intermediate
Personal Information
- Date of birth: 06/23/94
- Nationality: Indian
- Marital status: Married
Timeline
Customer Relationship Manager & Sales
RASA Group
07.2024 - 05.2025
Customer Service Team Lead
Organic Harvest - Rasa Group
04.2022 - 06.2024
Customer Success Specialist & Sales
Exotic India Pvt. Ltd.
08.2020 - 04.2022
Community Relationship Manager
TourHQ.com
08.2019 - 07.2020
Support Executive
ITC Infotech
11.2016 - 07.2019
Customer Support & Marketing Executive
Pantaloons - Aditya Birla Fashion & Retail
01.2015 - 10.2016
BBA - Marketing
Institute of International Trade
MBA - Marketing Management
Suresh Gyan Vihar University
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