Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Deborshi Majumdar

Bangalore

Summary

Experienced and result-oriented professional, in multiple disciplines of the customer support industry for over 8 years. Transitioned different projects and currently focused on shaping and leading the best customer experience teams. Proven record of consistently delivering exceptional customer service in industries like E-Commerce, Retail and Fintech. Strong interpersonal and management skills, which help in achieving specific organizational goals.

Overview

9
9
years of professional experience

Work History

Team Lead (Customer Experience)

Fampay Solutions Pvt Ltd
01.2023 - Current
  • Delivered the best customer experience by introducing timely procedures, goals, and objectives within operations
  • Designed and deployed strategies specially for customer retention and to attract customers to the newly launched products
  • Worked along with the product team to enhance product features based on customer feedback loop
  • Created successful schemes to retain customers and reduced attrition to 10% than the yearly projection
  • Proposed and executed strategies for better customer experience considering the interests of the business as well stakeholders
  • Hired and supervised the pilot batch of freshers in the customer love team as well as tenured candidates in the escalation team
  • Reviewed the quality of work done by the team and gave feedback to eliminate any knowledge gap
  • Developed and regulated SOP as well as devised KPI for the team
  • Identified process inefficiencies and developed solutions to improve them to maintain overall process quality
  • Worked closely with human resources to support employee management and organizational planning
  • Evaluated the needs of departments and delegated tasks to optimize overall production
  • Collaborated with departments such as IT, HR, Sales, and Marketing to ensure smooth cross-functional operations.

Quality Analyst

Vauld
10.2021 - 01.2023
  • Implemented the best methods to deliver quality customer experience and overall process quality
  • Audited the work processed by the KYC team and customer experience team
  • Provided detailed and relevant feedback to associates individually and worked closely with the ones who needed guidance
  • Frequent DIP checks and TNI analysis to drive overall quality across the team
  • Dedicated support to multiple projects to attain organizational goals and further enhance the overall performance of the team
  • Guided the training team to identify patterns and helped to curate as well as deliver quality training to the team as and when required
  • Focused on the protection of customer data and safeguarding their assets by implementing necessary measures
  • Developed QA processes according to the identified risks and assessment of relevant controls
  • Created social media SOP and quality feedback report
  • Collaborated with KYC team members to ensure due diligence and the data of the customers were being processed following the internal guidelines.

Advisor (SME)

PhonePe Pvt Ltd
02.2020 - 09.2021
  • Addressed and resolved escalated customer issues and ensured customer satisfaction
  • Assisted vendor queries on the KYC process, queries related to non-receipt of funds and the onboarding process
  • Verified vendor data and taking necessary action
  • Accessed and implemented advanced KYC processes as and when required
  • Provided relevant feedback to the concerned party
  • Assessed vendor risks and classified them accordingly
  • Communicated with the vendors for any additional information required
  • Finalized the KYC status based on the information available and updated the same on the system
  • Provided end-to-end support on any queries raised on the PhonePe platform, especially the ones under escalation.

Asset Protection Analyst

Ascena Retail Ltd
06.2018 - 02.2020
  • Primarily responsible for E-commerce fraud detection and mitigation at Ascena's family of brands - Ann Taylor, LOFT, Lane Bryant, Justice, Maurices, Catherines and Dress Barn
  • Conducted daily reviews to find suspicious, fraudulent accounts
  • Ensured transaction safety and prevented buyer/seller abuse in online transactions
  • Reached out to different financial institutions across the United States, before taking a call on potentially risky orders
  • Analyzed existing loss trends, both by reviewing specific cases and by extracting meaning from the payments database.

Senior Associate

Groupon Shared Services India Pvt Ltd
07.2017 - 06.2018
  • Provided the best service and assistance to customers and ensured their queries were resolved at the earliest
  • Background and documents check of vendors who want to offer their services through Groupon
  • Query management and onboarding assistance to vendors
  • Trained the new hires on the process and oversaw their work to eliminate errors and maintain quality
  • Collaborated with various partners and coordinated the execution of their growth strategies.

Transaction Risk Investigator

Amazon
02.2016 - 07.2017
  • Identified and eliminated fraudulent orders, placed on the Amazon website
  • Part of a unique team that focused on gift card orders, which were usually of high monetary value and were considered riskier than regular orders which involved verifying customer database to ensure that orders were placed by the actual cardholders.

Education

Bachelor of Engineering -

Visvesvaraya Technological University
Bangalore
06.2015

Skills

  • CRM strategy development
  • Service Quality Control
  • Account management
  • Customer Engagement and Retention
  • Stakeholder management
  • Project management
  • Product enhancement
  • Freshdesk
  • Zendesk
  • Intercom
  • Jira
  • Six Sigma
  • Power BI
  • Notion

Accomplishments

  • Built and managed teams for Fampay, according to specific organizational demands.
  • Promoted as Operations Lead of the Learning and Development team in Fampay.
  • Developed quality control procedures and guidelines for Fampay.
  • Best performer in the Vauld Quality team.
  • Promoted to senior SME in PhonePe.
  • Became SME at Groupon within 6 months after joining the team.

Timeline

Team Lead (Customer Experience)

Fampay Solutions Pvt Ltd
01.2023 - Current

Quality Analyst

Vauld
10.2021 - 01.2023

Advisor (SME)

PhonePe Pvt Ltd
02.2020 - 09.2021

Asset Protection Analyst

Ascena Retail Ltd
06.2018 - 02.2020

Senior Associate

Groupon Shared Services India Pvt Ltd
07.2017 - 06.2018

Transaction Risk Investigator

Amazon
02.2016 - 07.2017

Bachelor of Engineering -

Visvesvaraya Technological University

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Deborshi Majumdar