Purbadeep Brahma

Dependable and detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes, and delivering exceptional customer service. Thorough team player with strong organizational skills, experienced in managing multiple projects simultaneously with precision. Effective at prioritizing tasks, meeting deadlines, and exceeding targets in fast-paced environments. Recognized for reliability, adaptability, and ability to learn and apply new skills. Committed to driving team success and contributing to organizational growth.

• Proven ability to drive customer satisfaction and loyalty through exceptional service delivery, evidenced by receiving the Outstanding Performer of the Quarter award for Q2 in both financial year of 2023-24 and 2024-25 with NPS scores of 77.60% and 88.3% respectively.
• Consistently maintained fast response times, achieving an average TTFR of 3:06 in the previous financial year, reducing customer wait times and increasing first-contact resolution rates.
• Demonstrated leadership in mentoring new team members, accelerating their onboarding and ensuring high-quality customer interactions from the outset.
• Committed to continuous improvement, consistently improved NPS score from 75.50% in 2023-24 to 85.24% in 2024-25, reflecting sustained growth in customer satisfaction metrics.
• Nominated and actively contributed to the DB Free Text Pilot Project, where l identified key process gaps and collaborated with training team to implement streamlined workflows and enhancing operational efficiency.

Analytics & Data Science