Debasish Malakar Email and Phone Number

• Managing performance and behaviour of associates through effective 1:1 meetings, coaching, and mentorship.• Implementing performance goals, monitors and evaluating against pre-set goals implementing action plans to resolve performance barriers as needed.• Reviewing and analysing performance metrics to identify areas of opportunity that will drive performance improvement.• Ensuring the Associates have a clear understanding of the performance, behaviour criteria and how it impacts site performance and the overall AWS customer experience.• Partnering with workforce management to execute daily staffing plans, identifying and reporting significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.• Managing schedules, monitoring adherence, time-off planning, and attendance in partnership with Workforce Management.• Participating in daily Kaizen events to identify and implement process improvement change initiatives.• Conducting customer interaction audits on tickets and provide coaching to improve performance.• Liaising with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve AWS customer issues and questions.• Working with associates closely on AWS customer tickets that are technical, non-technical and billing-related

• Responsible and accountable for engaging/handling key enterprise (HCL, HGS, Recruitics, Adzuna, Smart Recruiters, ADP etc.) from US and UK market with an ARR of 1.2MM (USD).• Responsible for technical customer product delivery (Maintaining SLAs), daily operations, scheduling, meetings and addressing customer (Enterprise & Partner) feedback.• Manage customer accounts to improve annual product adoption and increasing renewal rates.• Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer’s organization.• Responsible for deriving patterns in customer behaviour using data on both an individual and overall perspective. Recommend plans to positively impact their experience based on this knowledge.• Working closely with sales, marketing, product management, and data analytics teams to drive customer adoption & upsell/cross opportunities.• Drove customer research and analysis with clearly defined customer success metrics, and building Customer Success Plans to help the customers in achieving their end goals• Be responsible for the product vision, planning, usability, and quality of releases for enterprise and partner accounts ensuring scalability.• Understand the features and changes in product requirements & support the feature planning exercises for the clients.• Managing and guiding a highly skilled team of support escalation engineers.• Drove new product feature improvements/automation which resulted an increase of 25% of user (Enterprise Customers) adaptation.• Hiring, training customer success team members and ensuring consistent performance on account management and service delivery tasks.• Running R&D projects and delivering data set influencing product roadmap & customer advocacy using customer feedback/requirements.• Built a reporting solution for generating insights on the global customer product delivery.

• Scaling customer experience and service department for the organization (supporting 1.5 lac Customer base)• Set up 4 new levels for post sales service: VERIFICATION, TRAINING, ENGAGEMENT (Proactive Support), SUPPORT (Reactive Support) – Resulted in 35% growth on customer renewal rates.• Managing Enterprise clients directly and engaging to increase the product adoption along with renewal rates.• Responsible for maintaining a good NPS score across all client verticals. • Responsible for maintaining 95% above satisfaction score for 1.5 lac customer base across India.• Responsible to keep a check on the customer churn and ensuring to engage with clients directly or via team. • Handled direct L3 customer escalations and providing best solution.• Worked on the capacity planning and workload forecasting for support.• Set up a quality team for maintaining the support/service quality across functions maintain a 99% quality metrics.• Upgraded & Managed the system from Freshdesk to Zendesk with enhanced support facilities hence dropping average customer handle time from 5 mins to 1 min (On Call).• Introduced 24*7 support system with roaster and shift basis planning.• Created the MIS for the support function for keeping a track of post sales services.• Creating reports, planning, organizing and executing MBRs for enterprise customers• Lead the MBR (Monthly Business Review) for support function with the leadership panel.

Responsibilities included • New client acquisition for the product. • Maintained the on-boarded customers to ensure the renewal of plans. • Provided training to the newly on-boarded clients on a regular basis.• Partnered with Mypacco for enabling a delivery mechanism (COD) for NowFloats products.• Enabled chat services across NowFloats platform to increase customer support touchpoints• Worked with Google counterparts for managing upsell events at Google offices for AdWords customers.• Built internal portal nfinside.com for employees’ content consumption and company announcement portal.• Built App for sales support-Sales Genie for creating and managing customer sales data.• Worked on customer case studies by collecting data from customers and preparing reference documents.