Prabal Dasgupta Email & Phone Number

Gurugram, Haryana, India

Zingbus offers affordable and dignified inter-city travel experience across North, West and South India. Apart from online mediums, offline channel comprising of tour package/travel agents also have an important contribution in driving sales. Inside sales team works with all offline partners.- Designed and implemented IVR for offline partners to seamlessly connect with team.- Streamlined process gaps wrt payments, deriving market insights from partners and customizing solutions to strengthen partner relation and our business.- Discuss sales trend, pricing and inventory options with stakeholder.- Handling team catering to B2B and B2C markets.

Gurugram, Haryana, India

Delhivery is a logistic and supply chain company. It is the largest and fastest-growing fully-integrated player in India.- Designed and implemented end-to-end customer experience framework with multi-level integrated IVR, enabling 6X escalation handling.- Initiated and successfully implemented project to control failed deliveries. Automated mechanism to capture real time customer feedback for top reasons for failed delivery.- Drive overall customer experience performance for different escalation in-flow channels (voice, email, social media)- Managed process health to ensure smooth process functioning.- Represented CX department for ISO audits.- Handled a direct team of 10-15 managers and was responsible for entire CX process of 100+ team members.

Gurugram, Haryana, India

Bird IT Services is the BPO arm of Bird Group, handling sales process for Times Group (TimesJobs, MagicBricks & Shaadi.com).- Developed and maintained quality assurance procedure documentation, crafted training materials, and trained new hires.- Defined SOPs to improve and sustain performance level.- Identified process gaps and drive improvement.

Noida, Uttar Pradesh, India

HomeShop18 is an online and on-air shopping channel.- Developed and maintained quality assurance procedure documentation.- Identify process gaps and drive improvement.- Sharing process insights with Business head during regular reviews or discussions.

Kolkata, West Bengal, India

Tatwa handled Aircel customer care for Kolkata, Rest of West Bengal, Bihar, Jharkhand and Orissa circles.- Lead a team of 12 Quality Analysts.- Recommended strategies and methods to improve process performance & CSAT.

Kolkata, West Bengal, India

Aegis is a leading Outsourcing company, offering their services to Telecom, Banking and Consumer goods companies.- Handled quality performance of Inbound voice executives handling Tata Indicom customers.- Identify process gaps and implement corrective actions.- Initiate projects to improve process knowledge.