Pallabi Dash Email & Phone Number

India

Spearheaded operations for background verificationservices, overseeing a team of 75+ remote users andensuring timely completion of verifications for 800+ clientswith a <3% UTV rate. Implemented streamlined workflows and training programs,achieving and surpassing 98% TAT while maintaining anaverage team productivity of 102%. Orchestrated and delivered 10+ projects, streamliningoperations and exceeding client expectations; whileBoosting 15% customer satisfaction ratings. Proficient in managing outsourced operations, currentlyoverseeing two vendor teams to ensure alignment withbusiness objectives and quality standards.

India

Designed and implemented SOP’s for B2C e-commerce services, contributing to a 3.5%quarterly revenue increase and achievingbreak-even within 6 months. Managed social media profiles for in-housebrands, maintaining an average rating of 3.8 onFacebook and 4.2 on Play Store. Implemented data-driven optimizations toreduce parcel rejection rate by 38% andenhance overall operational efficiency. Maintained a low attrition rate of below 3%through effective team management andemployee engagement initiatives.

Nagpur, Maharashtra, India

 Led a team of 75+ members handling email, chat, andrisk management for a fintech based process,maintaining an 85% TAT even during challengingperiods. Improved service delivery KPI’s by 15% through rigorousanalysis of team performance data and implementationof process enhancements. Fostered a culture of continuous improvement andinnovation, resulting in increased team productivity andclient satisfaction.

Bengaluru, Karnataka, India

Demonstrating exceptional leadership and operationalexpertise. progressing from Associate to Quality Analystand then Team Lead within 2 years. Managed a 100+ member team across 7 social media sub-brands, email, WhatsApp, and live chat, while supportingthe calling team as needed. Maintained consistently high TAT’s (95% for email, 100%for social media) and facilitated weekly calibrationsessions with the client team for quality assurance. Regularly updated the SOP based on the client input orprocess change. Monitor and evaluate randomly selected calls toassess associates service level standards andcomplete online evaluations of client calls. Complete analysis of results to identify root causesor trends that will lead to efficiency and qualitygains in the contact center.

Gurugram, Haryana, India

Postgraduate Degree, Business Administration And Management, General

Bachelor Of Science - Bs, Information Technology