Open To Work
Prasenjit Debnath
New Delhi
Summary
Results-driven Client Success and Operations professional with 8+ years of experience across logistics, fintech, financial operations, and digital lending environments. Proven expertise in client retention, revenue growth, escalation management, and cross-functional stakeholder collaboration. Recognized for driving operational excellence, improving customer experience, and contributing to high-performing teams. Skilled in analytics-driven decision making, account management, and process optimization within fast-paced organizations.
Overview
10
10
years of professional experience
Work History
Key Account Manager
Shiprocket Ltd
Gurugram
03.2025 - Current
- Managed portfolio of 90+ eCommerce seller accounts using Shiprocket's logistics platform, ensuring seamless order fulfillment, delivery performance, and operational efficiency.
- Designed and implemented customized logistics and platform solutions aligned with individual client business models, enabling improved delivery performance, cost optimization, and higher platform adoption.
- Acted as a central liaison between clients and internal stakeholders, driving cross-functional collaboration to address operational, technical, and logistics requirements while improving service efficiency and client satisfaction.
- Acted as a strategic advisor to clients by optimizing courier allocation, shipping workflows, and platform utilization to improve delivery success rates and reduce logistics costs.
- Improved client retention and VAS adoption through structured performance reviews.
- Led resolution of complex shipment escalations by collaborating with Operations, Tech, Finance, and courier partners, improving turnaround time and client satisfaction.
- Conducted periodic performance discussions using shipment analytics to identify operational gaps and implement performance improvement strategies.
- Key contributor to Cluster Cup-winning team for three consecutive quarters, demonstrating consistent achievement of business, retention, and performance KPIs.
Manager - Client Experience & Finance Ops
Noble Sky International
Singapore
11.2021 - 02.2025
- Promoted to a leadership position reporting directly to the founding member, leading a team supporting cross-border NRI investment and US home loan facilitation initiatives.
- Enabled South-East Asian investors without US credit history to secure US home loans through financial assessment, investment structuring, and lender coordination.
- Managed analysis and disbursement of investment earnings based on investment tier structures, capital contribution, and diversified investment allocations.
- Enhanced client engagement and service quality through client education initiatives, promotional planning, and experience improvement strategies.
- Conducted research on US housing market trends and lending opportunities to support strategic decision-making, product development, and investment advisory.
Jr Associate - Customer Service
Hero FinCorp Ltd
New Delhi
08.2019 - 11.2021
- Recognized with the Creating Excellence Award during probation for outstanding performance and service excellence.
- Managed executive-level escalations addressed to RBI, Nodal Office, ensuring timely resolution while maintaining high customer satisfaction standards.
- Served as Single Point of Contact (SPOC) for SimplyCash, a fully digital lending product, independently managing application support, issue resolution, and loan disbursement coordination.
- Collaborated with Technical teams during mobile application testing to enhance user experience by incorporating customer feedback and usability insights.
- Prepared and published operational dashboards for stakeholders, driving cross-functional alignment and reducing query resolution turnaround time.
Customer Service Representative
StalkBuyLove
New Delhi
06.2018 - 08.2019
- Managed customer queries, concerns, and feedback across email and social media channels, ensuring prompt and professional resolution.
- Collaborated with internal teams to streamline issue resolution processes and improve service delivery efficiency.
- Leveraged strong product knowledge to provide accurate guidance, enhancing customer satisfaction and engagement levels.
MIS Analytics in Operations Training Department
Max Life Insurance Ltd
Gurugram
09.2016 - 06.2018
- Designed and published Pan-India training dashboards tracking compliance performance, training man-days, participation metrics, and feedback scores.
- Evaluated effectiveness and productivity of training programs through data analysis and trainee feedback reporting.
- Coordinated with team SPOCs to identify capability gaps and developed structured training calendars aligned with organizational objectives.
- Supported continuous improvement initiatives by providing analytical insights to enhance learning outcomes and training efficiency.
Education
Bachelor - Business Administration
Indira Gandhi National Open University
New Delhi06-2018
Higher Secondary - Science stream
West Bengal Council of Higher Secondary Education
West Bengal03-2013
Skills
- Client Success & Key Account Management
- Revenue Expansion & Cross-Selling
- Account Expansion & Business Growth
- Operations & Process Optimization
- Digital Product & Platform Operations
- Market Intelligence & Client Advisory
- Strategic Problem Solving
- Data Analysis & Dashboard Reporting
- Cross-Functional Collaboration
- Escalation & Stakeholder Management
- CRM & Client Management Systems
- Microsoft Excel & PowerPoint (Advanced Reporting)
- Google Sheets & Google Workspace
- Dashboard & MIS Reporting
- Email & Ticketing Management Systems
- Data Analysis & Performance Tracking
Hobbies and Interests
- Baking
- Travelling
Awards
- Cluster Cup Winner, Shiprocket Ltd, 3 Quarters
- Leadership Promotion Recognition, Noble Sky International
- Creating Excellence Award, Hero FinCorp Ltd
Languages
- English
- Hindi
- Bengali
- English
- Hindi
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSalary Range
₹45000/yr - ₹200000/yrTimeline
Key Account Manager
Shiprocket Ltd
03.2025 - Current
Manager - Client Experience & Finance Ops
Noble Sky International
11.2021 - 02.2025
Jr Associate - Customer Service
Hero FinCorp Ltd
08.2019 - 11.2021
Customer Service Representative
StalkBuyLove
06.2018 - 08.2019
MIS Analytics in Operations Training Department
Max Life Insurance Ltd
09.2016 - 06.2018
Bachelor - Business Administration
Indira Gandhi National Open University
Higher Secondary - Science stream
West Bengal Council of Higher Secondary Education