Pinaki Chakraborty
Gurugram
Summary
Experienced leader with strong background in Banking, SaaS, Community Driven Travel Platform and Consumer Support Functions.
A Results-driven User Experience Management professional with proven ability to lead teams to success. Strong focus on team customer service, collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting organizational objectives and goels.
Overview
19
19
years of professional experience
Work History
Manager - Customer Experience & Innovation
NJE
Bangalore
09.2021 - Current
- Manage regional business for 4 to 5 accounts such as Schneider Corporation, Danaher Corporation, GE Healthcare, Volkswagen Group etc.
- Maintain smooth communication between clients, regional channel partners, territorial partners, logistic partners and other stake-holders with an aim or reducing TAT breaches by 20% per quarter.
- Adhering to TAT (15 days for logistical solutions and 72 hours for service tickets) as assigned by the business in regards to ordering, shipment, movement and delivery of products.
- Create new 10% new business accounts through referrals from existing clientele through high performance on experience front.
- Drive recommendations and execution by independently leading client engagement and delivering superior Customer Experience (NPS of 8 and above).
- Oversee a group of SAS service partners who work closely with colleagues in technology and data to develop unique solutions and proposals.
- Work proactively with stakeholders to define the company and consumer problems and actively seek resolution and find pathways to add value to client interactions.
- Apply human-centric design in problem-solving to empower staff members and organization to promote excellence in the customer experience.
- Oversee a variety of customer research methods, including surveys, data analysis, industry and trend research, benchmark studies, stakeholder and consumer interviews, and contextual inquiries and field visits.
- Convert data and observations into actionable insights by gathering, translating, communicating customer research findings to internal teams and client stakeholders.
- Confident and fluent in relevant workshop facilitation principles, processes and tools.
- Evolve, conceptualize and communicate new ideas.
- Contribute to the process roadmap / backlog and shape requirements for delivery.
- Guide and coach promoters to support their development and uplift their capabilities of visibility.
Lead - Volume Tier (Resolutions)
Airbnb
Gurugram
03.2020 - 08.2021
- Led, coached and mentored more than 100+ FTEs and more in Resolution Tier (Remote) including teams in Nesting / OJT.
- Managed end to end Nesting / OJT for peer and Supervisors aligned with Volume Tier.
- Participated in various site wide and cross site weekly / monthly calibrations to boost quality and service delivery.
- Lead successful projects with cross functional teams to achieve smooth transition from training to operation in a Remote Only environment.
- Led 4 successful projects in coordination with cross functional and product team which resulted in major business expense reduction with regard to Airbnb customer booking and management platforms.
- Was nominated and participated as a part of steering group of Innovation Incubator for project within Airbnb and oversaw all projects and collaborated as and when needed with peers on projects related to operational efficiency.
- Was instrumental in drafting and finalizing 5+ Play-books for Operation, Nesting / OJT, Leadership Project / Tier Certification (Team Coach / Supervisors / Team Leaders / Regional Operation Managers & Leaders). Performance Management and Performance improvement plan.
- Was instrumental in drafting and finalizing of numerous project / tier / business unit level SOPs (Standard Operating Procedures) in coordination with cross business functions where necessary to ensure smooth process / project management in both in-house and remote only environments.
Lead - Community Support (IB Phone /Resolution Tier)
Airbnb
Gurugram
12.2018 - 04.2020
- Oversaw and led teams on Volume Tier (Resolutions) as a pilot project at a site level.
- Aided actively in establishing and overseeing an internal 300+ FTE Community Support Tier with an emphasis on innovation and best-in-class delivery.
- Was instrumental in achieving and boosting site NPS by an astounding levels and enhanced the customer experience through continuous coaching and mentoring.
- Oversaw the creation of goals, performance reviews, and developmental plans for Volume Tier.
- Achieved important benchmarks for customers and shareholders, and played a key part in internal SLAs, CSAT efforts, attrition, and churn management.
- Facilitated weekly coaching sessions for process analysts and peers, providing them with essential tools and fostering their development.
- Worked together on daily decision-making coordination, scheduling, and forecasting within operation as well as across functions.
- Conducted in-depth business studies, class-room refresher trainings, documented trends, and promoted performance and responsibility for Customer Success partners' service delivery metrics for the business tier.
- Cultivated and maintained connections with partner sites, respective global operations managers, partnering teams using effective communication and problem-solving methodologies to improve program / tier performance.
- Achieved service-specific goals by utilizing feedback from partners, cross functional teams and regional leadership.
- Attended and shared feedback and observations as well as evaluated how new Airbnb procedures / processes would affect partner performance.
- Steered and participated in cross-departmental projects and achieved service delivery differentials with regard to cost and TAT.
- Shared and took part in projects involving sharing of insightful data to enhance hiring, training, quality, and customer experience, and expanding their use across other CS network teams in close collaboration with Product and Engineering Teams.
Supervisor - Community Support
Airbnb
Gurugram
09.2017 - 12.2018
- Serve the global Airbnb community with courtesy and effectiveness.
- Manage a team on 12 FTEs and attend to 200+ service requests daily and 4K+ service request per performance month.
- Serve as the initial point of contact for managing and resolving user travel issues.
- Answer incoming and make outgoing calls, emails, and messages in a professional manner and attain NPS of 75%.
- Determine problems and properly escalate them as and when needed.
- Write precise and considerate emails or tailor pre-written answers to traveler communications.
- Make efficient use of the resources at disposal to investigate and resolve issues.
- Examine the available knowledge resources to offer a solution.
- Handle user disputes fairly and empathetically.
- Keep an eye on and manage multiple jobs at once.
- Be representatives who exhibit expertise, compassion, and responsibility.
- Proactively work toward achieving objectives and goals on your own.
Campus Engagement Lead
CampusEAI (Third Party Contract)
Chennai
04.2014 - 02.2017
- Manage up to 10 internal and external partners by maintaining healthy relationships across Outreach, Admissions, University Partnerships, and Services Delivery.
- Collaborate with university partners by providing updates on program performance, addressing delivery-related questions, and ensuring alignment with partner expectations.
- Provide relevant information on performance of the program to cross-functional stakeholders and university partners.
- Own and effectively manage the learner (customer) journey, focused on satisfaction and completion with 90% positive user satisfaction survey rate.
- Ensure course launch is ready to go live as pre-decided with 95%+ accuracy.
- Oversee course leaders dashboards, including interviewing, onboarding, training, and performance management for the courses they deliver.
- Manage escalated learner requests from the program support team and swiftly resolve problems in course deployment as they occur in association with SAS partners. Ensure 100% user satisfaction rate on escalated cases.
- Review learner feedback based need for process improvements in coordination.
- Own and track key performance indicators that measure learner engagement, including program completion, satisfaction, course leader ratings, withdrawals, and deferrals.
- Make timely and sound decisions always keeping in mind the learner experience.
- Propose and develop solutions to continuously improve the overall learner experience.
- Work cross-functionally and proactively to improve program delivery processes.
Key Account Management Specialist
CampusEAI (Third Party Contract)
Bangalore
01.2009 - 04.2014
- Manage a portfolio of 10 school / universities / students and acting as the primary relationship manager.
- Build long-term, trust-based relationships with school decision-makers and influencers.
- Ensure effective onboarding of new partner schools and smooth delivery of exams and learning services.
- Ensure smooth working of all tools provided to schools and students for effective account management.
- Reach out to appropriate SAS providers for resolution to technical issues with accounts.
- Coordinate with Exams Operation, Propositions, and cross-functional teams to resolve operational issues.
- Meet/exceed KPIs on revenue, customer retention (85%), and user satisfaction (80%).
- Work closely with colleagues across South Asia and North America, to align on best practices and school engagement strategies.
- Participate in regional forums and team learning initiatives.
Phone Banking Officer
HSBC (Third Party Contract)
Bangalore
01.2006 - 11.2009
- Inbound customer support process for HSBC Premium Credit Card and Banking Customers.
- Internet Banking Support for HSBC Customers.
- Ensure world class customer service and performance while serving as the primary point of contact for personal banking and wealth needs for your portfolio of clients. CSAT goal on 75% on phone channels and 70% on email.
- Build and nurture strong, long-lasting relationships customer, understanding their financial goals and providing tailored solutions to meet their needs.
- Provide Level-1 support to the customers regarding their banking relationships.
- Log complaints in cases required after conducting trace checks.
- Converting banking only customers to premier multi-channel customers. Upselling goals of 44+ accounts per performance month.
- Generate leads for business banking service plans and products as well as up-sell / cross sell products and services.
- Adhere to CHT and login hours (8 hours of productive active call work time).
- Be compliant with quality parameters as defined by business.
- Supporting the day to day activities of the Customer Experience team.
- Ensuring schedule adherence (breaks as well as login).
- Ensure maximum exposure to process, compliance and customer satisfaction.
- Call back customers in regards to DISSAT.
- Analyze reasons for DISSAT and attribute them accurately.
Education
Bachelor of Business Administration - BBA - Business Administration and Management, General
CCS University Meerut
Meerut 01.2023 - 2026.01
BBA -
CCS University, Meerut
New Delhi2006
Higher Secondary Examination - Liberal Arts and Sciences, General Studies and Humanities
Hindi Higher Secondary School
Agartala2003
Indian Certificate of Secondary Education -
St. Pauls School
Agartala2020
Skills
Team Motivation
Interpersonal skills
Managing operations and efficiency
Continuous improvement
Customer relationship management
Team collaboration
Team building
Teamwork and collaboration
Problem-solving
Cross-functional team management
Innovation management
Stakeholder management
Vendor management
Policy and procedure development
Partnership development
Conflict resolution
Recruiting and interviewing
Coaching and mentoring
Clear communication
Key performance indicators
Performance evaluations
Task delegation
Goal setting
Project planning
Expense tracking
Documentation and reporting
Policy implementation
Customer relationship management (CRM)
Project management
Performance management
Strategic planning
Operations management
Team leadership
Timeline
Bachelor of Business Administration - BBA - Business Administration and Management, General
CCS University Meerut
01.2023 - 2026.01
Manager - Customer Experience & Innovation
NJE
09.2021 - Current
Lead - Volume Tier (Resolutions)
Airbnb
03.2020 - 08.2021
Lead - Community Support (IB Phone /Resolution Tier)
Airbnb
12.2018 - 04.2020
Supervisor - Community Support
Airbnb
09.2017 - 12.2018
Campus Engagement Lead
CampusEAI (Third Party Contract)
04.2014 - 02.2017
Key Account Management Specialist
CampusEAI (Third Party Contract)
01.2009 - 04.2014
Phone Banking Officer
HSBC (Third Party Contract)
01.2006 - 11.2009
BBA -
CCS University, Meerut
Higher Secondary Examination - Liberal Arts and Sciences, General Studies and Humanities
Hindi Higher Secondary School
Indian Certificate of Secondary Education -
St. Pauls School
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