Supriyo Ghosh
Bangalore
Summary
Dynamic professional with proven success at PhonePe in stakeholder engagement and process optimization. Accomplished 20% efficiency improvements through innovative operational redesigns. Expertise in Salesforce and analytical thinking fosters cross-functional teamwork, driving customer success and enhancing performance metrics.
Overview
12
12
years of professional experience
Work History
Associate Manager
PhonePe Private Ltd
Bangalore
04.2024 - Current
- Leading merchant onboarding team (Team size 43) at PhonePe, reducing turnaround time from three days to under 24 hours.
- Achieved 20% process efficiency and 35% faster onboarding throughput through operational redesign.
- Revamped Salesforce rejection taxonomy to enhance diagnostic accuracy and support data-driven decisions.
- Consolidated manual processes using SOPs, KRAs, and tracking dashboards for improved task visibility.
- Designed Salesforce-based lead routing configuration, eliminating dependency on third-party tools.
- Identified automation gaps, enhancing task routing accuracy and decreasing ticket backlog by 20%.
- Trained vendor teams (105 FTE) on KYC activation workflows, reducing onboarding errors by 18%.
- Developed function-specific KRAs for various onboarding stages and established organization-wide CKYC framework.
- Built and scaled CKYC operations from scratch (team + SOPs), achieving 100% accuracy (zero errors) within 2 weeks of launch.
- Designed and implemented CKYC workflows and quality controls, enabling zero-error delivery and stabilizing operations within 14 days.
Senior Customer Success Manager
Believe Cosmetics Pvt Ltd
Bangalore
04.2021 - 04.2024
- Attained first contact resolution average of five minutes and average response time of 12 hours through strategic implementations addressing grievance desk calls 24/7.
- Directed team in resolving product and logistics escalations, maintaining 93% customer satisfaction.
- Sustained service level of 90% across all regions, including Asia and GCC.
- Built CRM team from inception for India, Bangladesh, and five GCC countries to enhance regional customer engagement.
- Directed social media escalations on Facebook, Instagram, Twitter, WhatsApp, and consumer forums for Asia and GCC regions.
- Created dedicated team to address religious escalations, significantly reducing customer complaints related to social media posts.
Lead - Training & Quality Team
Concentrix Daksh Services India Private Limited
Kolkata
02.2020 - 03.2021
- Led QA team of 5 members to improve process efficiency and individual performance.
- Resolved 50% client audit disputes, ensuring 99% compliance with regulatory standards, improving dispute resolution efficiency by 25%.
- Proposed recommendations for process improvements and excellence initiatives to clients.
- Categorized audit types and implemented strategies for comprehensive process health checks.
- Preserved compliance dashboard tracking critical parameters for operational oversight.
- Raised incident reports for ZT cases and coordinated resolutions with HR.
- Reviewed application FAQs and help section content, sharing updates with clients based on observations.
Team Leader - CRM Operations
OLA Financial Services Pvt Ltd
Bangalore
10.2015 - 02.2020
- Drove customer satisfaction (CSAT) score from 56% to 89% post-initiative.
- Oversaw Ola Money postpaid queue, ensuring compliance with SLA, FCR, and CSAT metrics.
- Launched Bottom Quartile Monitoring (BQM) program for underperforming team members.
- Monitored SLA, CSAT, FCR, and resolution conversion rates while coaching agents.
- Handled escalated cases from grievance officer, effectively resolving client concerns.
- Ensured agent understanding of business objectives, performance standards, and policies.
- Developed standard operating procedures (SOPs) for new processes and changes to clarify operations.
Subject Matter Expert
Flipkart Internet Pvt Ltd
Bangalore
01.2014 - 10.2015
- Executive for 6 months. Subject Matter Expert for rest of the period.
- Served as SME for semi non-voice process at Flipkart, providing expertise to enhance operational effectiveness.
- Managed a team of 21 executives, overseeing performance and production metrics.
- Managed vendor relationships at Serco, ensuring high service quality and compliance with standards.
- Prepared, upheld, and analyzed data for root cause analysis, identifying errors to improve processes.
- Coordinates with Technical support team and Designers in handling issues.
Education
Post Graduate - Master In Computer Application
Dayananda Sagar Institutions
Bengaluru, KABCA -
Techno India
Kolkata, WBSkills
- Stakeholder engagement
- People Management
- Leadership
- Customer success
- Data decision-making
- Performance measurement
- Process optimization
- Data Visualization
- Salesforce
- Analytical thinking
- Cross-functional teamwork
- Problem solving
- Effective communication
- Goal setting
- Stakeholder updates
Languages
- English
- Hindi
Timeline
Associate Manager
PhonePe Private Ltd
04.2024 - Current
Senior Customer Success Manager
Believe Cosmetics Pvt Ltd
04.2021 - 04.2024
Lead - Training & Quality Team
Concentrix Daksh Services India Private Limited
02.2020 - 03.2021
Team Leader - CRM Operations
OLA Financial Services Pvt Ltd
10.2015 - 02.2020
Subject Matter Expert
Flipkart Internet Pvt Ltd
01.2014 - 10.2015
Post Graduate - Master In Computer Application
Dayananda Sagar Institutions
BCA -
Techno India