DEBRAJ BORTHAKUR
New Delhi
Summary
Quality Assurance and Operations professional with experience in QA audits, escalation management, workforce management, vendor governance, customer support, process improvement, and AI-driven automation. Proven ability to analyze operational data, conduct root-cause investigations, optimize support processes, and deliver measurable business outcomes in high-volume environments.
Overview
1
1
Language
11
11
years of professional experience
Work History
Senior Associate
Zomato Inc.
08.2024 - 07.2026
- Audited omnichannel customer support interactions (calls, chats, tickets) and resolved critical L3 escalations from leadership and social media channels, enhancing customer satisfaction.
- Managed vendor operations, including audit-the-auditor programs and incentive governance, while overseeing billing reconciliation and workforce planning activities to ensure operational alignment.
- Implemented AI-enabled workflows, automated reporting systems, and real-time operational dashboards and checking accuracy.
- Executed high-impact projects on fraud mitigation, food cancellation reduction, and delivery partner onboarding to streamline processes and optimize support costs.
- Audited omnichannel customer support interactions (calls, chats, tickets) and resolved critical L3 escalations raised by leadership and social media channels.
Senior Technical Associate
Tech Mahindra Ltd.
11.2023 - 07.2024
- Troubleshot internet, voice, and video services for Frontier Communications customers, resolving technical issues to enhance customer satisfaction.
- Coordinated ticket creation, technician scheduling, and device replacement while implementing service upgrades to drive revenue growth.
- Led cross-functional teams to implement software solutions, enhancing system efficiency and user experience.
- Mentored junior associates, fostering skill development and promoting best practices within the team.
- Developed and executed troubleshooting protocols for complex technical issues, reducing resolution time significantly.
Senior Customer Service Representative
FIS Global Solutions Pvt. Ltd.
04.2023 - 09.2023
- Managed US gift card support operations, conducting fraud investigations, activating cards, reporting transactions, and resolving issues.
- Led team in resolving complex customer inquiries and complaints efficiently.
- Developed and implemented process improvements to enhance customer satisfaction rates.
- Mentored junior representatives, fostering skill development and knowledge sharing.
Area Sales Executive
Dish Infra Services Pvt. Ltd.
04.2022 - 09.2022
- Expanded distribution channels and implemented regional sales and marketing initiatives to increase market presence in Northeast India.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Marketing & Sales Executive
Pibco Enterprises Pvt. Ltd.
06.2015 - 07.2017
- Oversaw dealership sales operations, enhancing customer engagement and executing local marketing campaigns.
- Drove sales initiatives resulting in increased market penetration and customer engagement.
- Developed strategic relationships with key clients, enhancing long-term business opportunities.
- Analyzed market trends to identify growth opportunities and inform sales strategies.
Education
Bachelor of Commerce - Management And Accounting
Amity University
Noida, India 04.2001 -
MBA - Marketing & Finance
Assam Institute of Management
Guwahati, India09-2022
Skills
Escalation Management
Training and mentoring
Performance monitoring
Team leadership
Client relations
Vendor Management
Workforce Management
Data Analysis
AI Automations
Stakeholder Management
Project Management
Timeline
Senior Associate
Zomato Inc.
08.2024 - 07.2026
Senior Technical Associate
Tech Mahindra Ltd.
11.2023 - 07.2024
Senior Customer Service Representative
FIS Global Solutions Pvt. Ltd.
04.2023 - 09.2023
Area Sales Executive
Dish Infra Services Pvt. Ltd.
04.2022 - 09.2022
Marketing & Sales Executive
Pibco Enterprises Pvt. Ltd.
06.2015 - 07.2017
Bachelor of Commerce - Management And Accounting
Amity University
04.2001 -
MBA - Marketing & Finance
Assam Institute of Management