PRAGYA DYUTI DEY

• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Spearheaded process improvements to reduce errors and increase overall quality in operations management.
• Pioneered company-wide initiative focused on health and safety, dramatically reducing workplace accidents and promoting safety-first culture.
• Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
• Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
• Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
• Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Reduced operational costs, negotiating better rates with suppliers and optimizing supply chain logistics.
• Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
• Drove revenue growth by identifying new market opportunities and developing targeted sales strategies.
• Team leadership: Building and managing a high-performing global support team with clear metrics, strong accountability, and a focus on ownership.
• Performance management: Driving key support metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Service Level Agreement (SLA) targets.
• System and process building: Designing scalable, ISO-compliant support systems with robust documentation and workflows.
  Automation and optimization: Leveraging tools like Intercom, macros, bots, and AI to automate repetitive tasks and improve efficiency.
  Data-driven insights: Monitoring performance metrics, conducting root cause analysis, and using data to make improvements.
  Cross-functional collaboration: Partnering with Product, Engineering, and Customer Success teams to resolve issues and provide customer feedback.
  24/7 readiness: Ensuring the global team can provide 24/7 support coverage.
  Deep familiarity with modern support tools such as Intercom, Zendesk, or Freshdesk, and an understanding of AI-based automation workflows.
  A strong grasp of core support metrics and how to improve them.
  The ability to act as a process builder and a systems thinker.
  Excellent communication and cross-functional collaboration skills.
• Championed a customer-obsessed culture, acting as the voice of the customer in executive and cross-functional forums to drive strategic decisions.
• Analyzed support interaction trends to proactively address pain points, improve product usability, and elevate customer satisfaction.
• Partnered with Product and Engineering teams to influence roadmaps, prioritize fixes, and drive continuous improvement using customer insights.
• Leveraged automation, AI, and self-service solutions to enhance speed, scalability, and quality of support, resulting in measurable efficiency gains.

Cross-Functional Leadership

• Represented Customer Support in leadership meetings and company-wide initiatives, ensuring alignment of support strategy with business goals.
• Built strong relationships with Product, Engineering, Success, and Operations to design processes, define tooling needs, and implement automation projects.

Team Building & People Leadership

• Owned hiring, onboarding, and enablement strategy to scale high-performing global support teams.
• Coached, mentored, and developed support leaders and ICs, fostering empowerment, accountability, and career growth.
• Defined and tracked key performance indicators (CSAT, SLA, backlog, quality) ensuring alignment with broader organizational objectives.

Key Achievements & Expertise

• 12+ years in Customer Support / Success leadership, including 5+ years in B2B SaaS & Enterprise Software.
• Built and scaled global 24x7 support operations across multiple time zones.
• Deep expertise in modern support platforms: Zendesk, Salesforce Service Cloud, Freshdesk, Intercom.
• Proven success in improving NPS/CSAT, reducing contacts, and driving automation-led efficiencies.
• Skilled in cross-functional influence—partnering with product and engineering teams without direct authority to deliver outcomes.
• Known for a hands-on, roll-up-sleeves leadership style in fast-paced, high-growth environments.
  

• Championed a customer-first culture across global teams, serving as the voice of the customer in executive forums to influence strategy and product direction.
• Elevated NPS by X points and improved CSAT to Y%+ through customer journey redesign, proactive support initiatives, and quality assurance programs.
• Spearheaded initiatives that drove client retention growth by X%, aligning support with customer success to reduce churn and increase renewals.
• Designed and scaled a 24x7 global support model across multiple time zones, ensuring enterprise SLA commitments and seamless client experience.
• Partnered closely with Product and Engineering to translate customer insights into roadmap priorities, leading to improved usability and reduced support volumes.
• Established executive business review (EBR) frameworks with enterprise clients, reinforcing trust, transparency, and long-term retention.
• Drove automation, AI, and self-service strategies that reduced contact volumes by X% while improving first-contact resolution rates.
• Implemented real-time customer sentiment dashboards (NPS, CSAT, CES) for leadership, enabling data-driven decision-making and continuous improvement.
• Orchestrated customer advocacy programs, converting promoters into case studies and reference clients, strengthening brand reputation.
• Owned delivery of mission-critical SLAs, achieving >98% adherence on enterprise response and resolution times.
• Developed customer health scoring models to identify at-risk accounts, proactively resolving escalations before they impacted retention.
• Built and mentored a high-performing leadership layer (senior managers & team leads), fostering accountability, empowerment, and customer obsession.
• Partnered with Success, Sales, and Operations to align support strategy with revenue goals, directly impacting upsells and renewals.
• Introduced post-resolution root cause analysis (RCA) loops, feeding insights back into product and engineering for long-term fixes.
• Delivered measurable business impact by reducing churn-related escalations by X% and driving customer lifetime value (CLV) improvements through exceptional support.

• Improved customer satisfaction by addressing and resolving complaints promptly.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strong working relationships with staff, fostering a positive work environment.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Generated repeat business through exceptional customer service.
• • Sharing daily, weekly and monthly data reports with the team (eg: CSAT, DSAT report, Aux report, Call productivity, Report including Agent break timings and staffed timings, incoming chat SLA report, Open ticket report, Agent wise tickets handled report • Publishing daily performance dashboard • Setting up RNR for the team, providing Winner Circle points to top performers both weekly and monthly • Conducting interviews to hire new candidates as and when required by filtering them through Communication and Technical round • Providing process training to new members followed by conducting online assessment in Optimus • Conducting Training session for Onsite team also through WebEx session to ensure that both Onsite and Offshore team are on the same page in terms of process knowledge • Maintaining the Knowledge Management Database of the Client • Creating new Knowledge.
• Conducting Process training for Operation Agents as and when required by sharing all process updates with the team • Conducting daily huddles with the team members and one on one session to enhance their productivity • Representing the Account for all Quarterly meet across all locations • Handled a team of 130+ Advisors and 7 Team Leaders • Support coach, and develop talent within my team in relation to system, processes and behavior • Control the attrition level in the team by motivating the team Leaders and conducting 1.1 meeting on a regular basis • Pushing up the team member for the sales keeping in view the team performance and the target given by the director • Clearing the process knowledge to the team members clearly so that they can take the ownership of their own call individually • Develop and maintain excellent customer experience • Assisting the agents in providing fair means of assessment post training for clearing certification • Forwarding emails to departments • Act as point of contact at team Leaders and ops managers' absence • Team Leader Review on weekly basis, audit, Compliance adherence parameters, dip checks of agents on daily basis • Listening to the calls of the team members and provide feedback for the same • Maintain the SL and Csat parameters of team • Conducting team parties and other fun activities to keep the team.

• Negotiated favorable contracts with vendors increasing profitability without compromising on service quality.
• Established a positive work environment by fostering open communication and promoting teamwork among staff members.
• Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
• Spearheaded initiatives aimed at enhancing overall service quality, driving significant improvements in customer satisfaction ratings.
• Collaborated with cross-functional teams to implement new strategies and improve customer experience.
• Mentored junior staff members to develop their skills, leading to higher performance levels.