SUDIPTA CHAKRABORTY

• Manage operations & Global Product and Technical Support.
• Accountable for delivering great support experience to global customers of all verticals and of all business sizes.
• Ensure resolution of issues within agreed SLAs.
• Review all change requests, escalations, service requests and customer satisfaction.
• Continue Innovating the technology infrastructure for support – including ticketing, status reporting, escalation management and RCA ,customer community and issue deflection
• Collaborate with others in Customer Success, Engineering, Finance, and other internal groups to deliver services and solutions which Delight our Customers.
• Be the Voice of the customer Identify and drive changes in Product and company Processes to increase efficiency while improving Customer Experience
• Forecast the demand, Recruit, hire, develop, and retain a high quality team
• Focus maniacally on the customer and employee experience

• Reported to Unicorn CEOs, most notably Gaurav Kumar wherein I built the entire Customer and Technical Support and Customer Success verticals from scratch within 90 days with KPIs, SLA policies and Internal TATs designed which helped me and the team clinch a 72 NPS and 99% SLA adherence scores which was one of the many criteria that governs funding thus pivoting Credavenue now Yubi’s successful Series B round post which it became a Fintech Unicorn
• Juggling priorities to ensure that customers get the best experience possible in all their interactions
• Design, automate and implement CRM tools for a great customer service experience and provide periodic reports to Execs and C Level management
• Working with product and data teams, to make manual processes more efficient and increase automation where possible
• You’re always ready to highlight areas that can be improved
• Owning relationships (internal/ external) and managing involvement in ad hoc company-wide projects, as and when required
• Assisting with the strategy for selected large operations vendors or contactors, supporting and mentoring operations managers as and when required
• Working as a tollgate for all compliance and governance related process in place to check if teams are adhering to all activities based on policies, procedures and risk appetite
• Worked closely with Talent and People partners and other stakeholders to ensure we continue to recruit, upskill and retain the very best employees
• Reporting to Deputy Country Manager India, and playing a pivotal role in leadership of the wider team
• Analysing existing operational strategies and practices pertaining to the processes like KYC, Onboarding, Ongoing Monitoring, Support and Customer Success and modifying the same as and when needed
• Overseeing training in all key operational areas via TNA & TNI exercise
• Governance on strategic alignment of the training department with OKR
• Working on the optimization of processes including working on new ideas, solutions and partnerships via implementing Six Sigma, Kaizen and adhering to current processes and systems in place
• Worked closely with SMEs to provide valuable feedback and action items for each operational team for greater stickiness
• Acted as a liaison for resolution of issues including all disputes raised by external or internal bodies on a daily basis
• Prudent in implementation of strategies like SLA,SLO and TAT etc
• In sync with internal stakeholders
• Investigating, solutioning, and responding to complaints / feedback thereby ensuring the highest possible standard of service is provided to customers
• Managing initiatives that focus on projects and process optimizations across all operational processes
• Utilizing industry best practices, techniques, and standards throughout the entire project execution
• I am aware about the latest changes in fintech industry and regulatory policies so that I can plug and play when required
• Managed Team size of 180(max) with multiple layers of reporting (Sr.Manager, Manager, TL, L1-L4 Engineers) in a cross site format with multiple/diverse technical skills
• I was instrumental in a lot of these Organizations to curve out a self-designed NPS and CSAT charter devoid of a CRM and baking in CRM(both) a part of the bigger roadmap for a successful GTM adherence template thereby driving customer experience & ensuring implementation of customer friendly processes leading to higher NPS, CES & CSAT across all experience zones
• Established and implemented short and long-term goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement
• Hands on experience in device management and investigation and RCA
• Provided strategic guidance and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus or beyond
• Well versed in working on multiple CRMs like Salesforce Classic and Lightening, Zendesk, Freshdesk, HubSpot and Zohodesk, Jira, Amplitude, Confluence, Zapier etc
• Reviewed, identified and managed ticket lifecycle and process management and understanding of CRM backend for adding skills, agents and automated report generation
• Adept in day-to-day MIS operations and reporting
• Responsible for the Organizational performance, headcount, budgeting, and execution
• Contributed to and actively manages performance metrics for their leadership team, comfortable being a mentor
• Ensured delivery of KPIs including day-to-day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• The continuous identification implementation of operational best practices through interaction with the wider team
• Motivate and effectively performance manage Support Service Managers within the account to ensure delivery of overall targets and business plan
• Execute a well-defined Communication and Engagement roadmap in place to ensure all teams have the knowledge and understanding of the performance of our business and the needs of their teams
• Implemented a Solution Mindset via Six Sigma and Kaizen methodologies for services and process improvements
• A strong business presenter and moderator in demonstrating results achieved e.g
• Business improvements, cost savings, revenue generation and adherence to OKRs
• Broken down the business strategy into smaller chunks for easy understanding to run day-to-day delivery through proper planning which resulted in timely completion of projects
• Ensured Periodic Quality Performance standard reviews are in place and results are well cascaded and recorded-12 plus years in people and performance management with an eye on PIP and other disciplinary actions if needed
• Lead Business Continuity Planning for the site and ensured monthly calls are in place for adherence such as team staffing coordination with WFM or other teams, WFH and other recovery plans
• Driven 'continuous improvement' via Six Sigma and Kaizen deployment in BFSI, BPO and KPOs, SaaS, Fintech, and other Verticals under operations to drive excellence
• Built highly motivated, well-trained contact center teams with minimum-zero attrition
• Enhancing App/web experience to ensure higher conversion at platform
• Continuous benchmarking of social sentiments and improvement of platform experience to enhance repeat buyers.

Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.

• Reported to Unicorn CEOs, most notably Gaurav Kumar wherein I built the entire Customer and Technical Support and Customer Success verticals from scratch within 90 days with KPIs, SLA policies and Internal TATs designed which helped me and the team clinch a 72 NPS and 99% SLA adherence scores which was one of the many criteria that governs funding thus pivoting Credavenue now Yubi’s successful Series B round post which it became a Fintech Unicorn
• Juggling priorities to ensure that customers get the best experience possible in all their interactions
• Design, automate and implement CRM tools for a great customer service experience and provide periodic reports to Execs and C Level management
• Working with product and data teams, to make manual processes more efficient and increase automation where possible
• You’re always ready to highlight areas that can be improved
• Owning relationships (internal/ external) and managing involvement in ad hoc company-wide projects, as and when required
• Assisting with the strategy for selected large operations vendors or contactors, supporting and mentoring operations managers as and when required
• Working as a tollgate for all compliance and governance related process in place to check if teams are adhering to all activities based on policies, procedures and risk appetite
• Worked closely with Talent and People partners and other stakeholders to ensure we continue to recruit, upskill and retain the very best employees
• Reporting to Deputy Country Manager India, and playing a pivotal role in leadership of the wider team
• Analysing existing operational strategies and practices pertaining to the processes like KYC, Onboarding, Ongoing Monitoring, Support and Customer Success and modifying the same as and when needed
• Overseeing training in all key operational areas via TNA & TNI exercise
• Governance on strategic alignment of the training department with OKR
• Working on the optimization of processes including working on new ideas, solutions and partnerships via implementing Six Sigma, Kaizen and adhering to current processes and systems in place
• Worked closely with SMEs to provide valuable feedback and action items for each operational team for greater stickiness
• Acted as a liaison for resolution of issues including all disputes raised by external or internal bodies on a daily basis
• Prudent in implementation of strategies like SLA,SLO and TAT etc
• In sync with internal stakeholders
• Investigating, solutioning, and responding to complaints / feedback thereby ensuring the highest possible standard of service is provided to customers
• Managing initiatives that focus on projects and process optimizations across all operational processes
• Utilizing industry best practices, techniques, and standards throughout the entire project execution
• I am aware about the latest changes in fintech industry and regulatory policies so that I can plug and play when required
• Managed Team size of 180(max) with multiple layers of reporting (Sr.Manager, Manager, TL, L1-L4 Engineers) in a cross site format with multiple/diverse technical skills
• I was instrumental in a lot of these Organizations to curve out a self-designed NPS and CSAT charter devoid of a CRM and baking in CRM(both) a part of the bigger roadmap for a successful GTM adherence template thereby driving customer experience & ensuring implementation of customer friendly processes leading to higher NPS, CES & CSAT across all experience zones
• Established and implemented short and long-term goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement
• Hands on experience in device management and investigation and RCA
• Provided strategic guidance and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus or beyond
• Well versed in working on multiple CRMs like Salesforce Classic and Lightening, Zendesk, Freshdesk, HubSpot and Zohodesk, Jira, Amplitude, Confluence, Zapier etc
• Reviewed, identified and managed ticket lifecycle and process management and understanding of CRM backend for adding skills, agents and automated report generation
• Adept in day-to-day MIS operations and reporting
• Responsible for the Organizational performance, headcount, budgeting, and execution
• Contributed to and actively manages performance metrics for their leadership team, comfortable being a mentor
• Ensured delivery of KPIs including day-to-day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• The continuous identification implementation of operational best practices through interaction with the wider team
• Motivate and effectively performance manage Support Service Managers within the account to ensure delivery of overall targets and business plan
• Execute a well-defined Communication and Engagement roadmap in place to ensure all teams have the knowledge and understanding of the performance of our business and the needs of their teams
• Implemented a Solution Mindset via Six Sigma and Kaizen methodologies for services and process improvements
• A strong business presenter and moderator in demonstrating results achieved e.g
• Business improvements, cost savings, revenue generation and adherence to OKRs
• Broken down the business strategy into smaller chunks for easy understanding to run day-to-day delivery through proper planning which resulted in timely completion of projects
• Ensured Periodic Quality Performance standard reviews are in place and results are well cascaded and recorded-12 plus years in people and performance management with an eye on PIP and other disciplinary actions if needed
• Lead Business Continuity Planning for the site and ensured monthly calls are in place for adherence such as team staffing coordination with WFM or other teams, WFH and other recovery plans
• Driven 'continuous improvement' via Six Sigma and Kaizen deployment in BFSI, BPO and KPOs, SaaS, Fintech, and other Verticals under operations to drive excellence
• Built highly motivated, well-trained contact center teams with minimum-zero attrition
• Enhancing App/web experience to ensure higher conversion at platform
• Continuous benchmarking of social sentiments and improvement of platform experience to enhance repeat buyers.

• Developed and implemented training initiatives for new hires.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Managed WFM&P as well as BCP
• An active SOC 2 & ISO 27000 member doing departmental audits