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Subhrodeep Ganguly

Escalations, Audits & Keeping Things from Falling Apart @ PhonePe | Ex-Byju’s | Ex-Startek Aegis

Kolkata

8+ years of work experience

PhonePe
Jan 20251 yr 9 mosPresent

Bengaluru

Leading a team of 40+, managing high-volume merchant onboarding operations Driving key operational metrics including SLA, AHT, and ART, ensuring consistent performance and service delivery Redesigned onboarding and VKYC workflows to improve efficiency, reduce friction, and streamline merchant activation Managing stakeholder escalations end-to-end, ensuring timely resolution and maintaining service quality Represented PhonePe in 2 regulatory audits, ensuring compliance with onboarding and KYC regulations Mentored and developed team members, enabling internal role transitions and capability building Managed vendor operations across 2 locations, ensuring SLA adherence and consistent output quality Identified operational bottlenecks and implemented process improvements to enhance productivity
PhonePe
Jan 20242 yrs 5 mosMay 2026

Bangalore Urban, Karnataka, India

BYJU'S
Dec 20212 yrs 2 mosJan 2024

Bengaluru South, Karnataka, India

Startek
Mar 202110 mosDec 2021

Kolkata, West Bengal, India

I played an integral role in enhancing the customer experience on the platform. I focused on addressing issues related to multiple returns, fraud detection, and timely refunds and order pickups, all of which helped improve customer satisfaction levels. Through my work, I gained valuable insights into the e-commerce industry and developed a passion for delivering exceptional customer experiences.
Career Break
Aug 20182 yrs 8 mosMar 2021

Kolkata, West Bengal

After a sports field accident, I took a career break from August 2018 to March 2021 to focus on my health. During this time, I underwent successful knee replacement surgery and dedicated myself to physical rehabilitation. It was a transformative period that taught me the true value of resilience, balance, and self-care.

Subhrodeep’s AI Stack

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Education

Delhi Public School - India

Delhi Public School - India

Sanaka Educational Trust's Group of Institutions

Bachelor of Technology - BTech, Computer Science

Sanaka Educational Trust's Group of Institutions

20144 yrs2018

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Headline

Escalations, Audits & Keeping Things from Falling Apart @ PhonePe | Ex-Byju’s | Ex-Startek Aegis

About

💡 What I Bring to the Table: I am passionate about leveraging my skills to drive positive outcomes. My unique blend of operational expertise, technological acumen, and customer-centric focus positions me as a valuable asset to any team striving for excellence in customer experience. 🤝 Let's Connect! I am eager to explore opportunities where I can contribute my skills and experiences to a dynamic team. If you are seeking a results-driven customer experience leader, let's connect and discuss how I can add value to your organization. #CustomerExperience #CXLeadership #ResultsDriven #CustomerSatisfaction #LeadershipExcellence Looking forward to connecting with like-minded professionals! 🌐✨

Location

Kolkata

AI stack

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Work experience

Operations Team Lead at PhonePe, Jan 2025 - Present · 1 yr 9 mos, Bengaluru, Leading a team of 40+, managing high-volume merchant onboarding operations Driving key operational metrics including SLA, AHT, and ART, ensuring consistent performance and service delivery Redesigned onboarding and VKYC workflows to improve efficiency, reduce friction, and streamline merchant activation Managing stakeholder escalations end-to-end, ensuring timely resolution and maintaining service quality Represented PhonePe in 2 regulatory audits, ensuring compliance with onboarding and KYC regulations Mentored and developed team members, enabling internal role transitions and capability building Managed vendor operations across 2 locations, ensuring SLA adherence and consistent output quality Identified operational bottlenecks and implemented process improvements to enhance productivity

Social Media and Leadership Escalation at PhonePe, Jan 2024 - May 2026 · 2 yrs 5 mos, Bangalore Urban, Karnataka, India

Product Expert at BYJU'S, Dec 2021 - Jan 2024 · 2 yrs 2 mos, Bengaluru South, Karnataka, India

Operations Executive at Startek, Mar 2021 - Dec 2021 · 10 mos, Kolkata, West Bengal, India, I played an integral role in enhancing the customer experience on the platform. I focused on addressing issues related to multiple returns, fraud detection, and timely refunds and order pickups, all of which helped improve customer satisfaction levels. Through my work, I gained valuable insights into the e-commerce industry and developed a passion for delivering exceptional customer experiences.

Health and well-being at Career Break, Aug 2018 - Mar 2021 · 2 yrs 8 mos, Kolkata, West Bengal, After a sports field accident, I took a career break from August 2018 to March 2021 to focus on my health. During this time, I underwent successful knee replacement surgery and dedicated myself to physical rehabilitation. It was a transformative period that taught me the true value of resilience, balance, and self-care.

Education

Delhi Public School - India

Bachelor of Technology - BTech, Computer Science, Sanaka Educational Trust's Group of Institutions