Chiranjib Dey

Operations Associate

Bengaluru, Karnataka, India7 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in managing high-level escalations with a 100% quality score.
Proven track record in fraud risk management and process improvement.
Strong mentor with a focus on team effectiveness and training.

Stackforce AI infers this person is a Customer Experience and Fraud Risk Management specialist in the E-Commerce sector.

Contact

Skills

Core Skills

Escalation ManagementFraud RiskCustomer ExperienceCustomer Service Management

Other Skills

Data AnalysisCollaborationProcess ImprovementCustomer SatisfactionEscalation ResolutionCustomer ServiceQuality AssessmentCustomer RetentionMentoringFraud AnalysisCustomer SupportTrainingFraud PreventionTechnical AnalysisActive Listening

About

I work at the intersection of customer experience, risk, and fraud operations, focusing on high-impact escalations and data-driven decision-making. With 6+ years of experience across e-commerce platforms, I specialize in fraud risk, escalation management, and process improvement, contributing to better operational efficiency and customer trust. Currently a Senior Escalation Specialist at Meesho, I handle critical and high-value cases while collaborating across teams to drive effective outcomes. Known for a structured approach, strong problem-solving, and the ability to perform in fast-paced environments, I also contribute to mentoring teams and improving workflows. I’m particularly interested in roles across Fraud Risk, Trust & Safety, and Risk Operations where I can create meaningful impact.

Experience

7 yrs 3 mos

Total Experience

1 yr 9 mos

Average Tenure

4 yrs 3 mos

Current Experience

Meesho

Senior Escalation Specialist

Mar 2022 – Present · 4 yrs 3 mos · Bengaluru, Karnataka, India · Remote

Served as the primary contact for over 120 high-level refund-related social media escalation cases daily, consistently maintaining a 100% quality score in line with organizational standards.
Collaborated with internal finance and external payment gateway teams to ensure the prompt resolution of complaints, adhering to service level agreements.
Trained new joiners on tools, products, and processes, facilitating a smooth onboarding experience that contributed to both their professional growth and the team's overall effectiveness.
Worked with cross-functional teams to optimize and streamline CRM processes, significantly enhancing productivity and efficiency.
Contributed to the ongoing refinement of the knowledge base, continuously monitoring data to evaluate effectiveness and recommending improvements to boost efficiency, quality, resolution rates, and response times.

Escalation ManagementCustomer ExperienceData AnalysisCollaborationProcess ImprovementFraud Risk

Shaw academy

Customer Service Executive

Oct 2020 – Feb 2022 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

Oversaw customer email interactions and managed over 500 cases weekly, maintaining a 100% quality score and ensuring prompt resolution in alignment with service level agreements.
Conducted quality assessments to evaluate agent performance and customer satisfaction, consistently achieving or surpassing KPIs while maintaining a 40% customer retention rate, 14% above the company average.
Adeptly managed escalations, mitigating financial losses and enhancing customer retention through strategic handling and resolution.

Customer ServiceQuality AssessmentEscalation ManagementCustomer RetentionCustomer Service Management

Glowroad.com

Senior Executive

Sep 2019 – Sep 2020 · 1 yr · Bengaluru, Karnataka, India · On-site

Executed a daily caseload of over 180 cases, consistently achieving 80-85% customer satisfaction and 95-100% quality scores, while minimizing high-aging cases.
Directed email interactions, managed high-level escalations, and conducted quality assessments. Analyzed potential fraud in return and refund processes for non-returnable products, effectively mitigating financial losses and boosting customer retention.
Mentored junior team members, providing training on CRM tools, industry best practices, and customer service management, consistently meeting daily targets.

Customer SatisfactionEscalation ManagementMentoringFraud AnalysisCustomer Service ManagementFraud Risk

Ajio.com

Senior Customer Support Executive

Apr 2018 – Dec 2018 · 8 mos · Bengaluru, Karnataka, India · On-site

Managed over 70 cases daily, including escalation calls, emails, and social media interactions from platforms such as Facebook, Instagram, Google Play Store, and Twitter, while maintaining a 100% quality score and ensuring prompt resolution in line with service level agreements.
Delivered hands-on training to junior team members on product technicalities and CRM tools, ensured timely task allocation and completion, and supported manpower management to optimize team efficiency.
Handled escalations and conducted verification for return requests of non-returnable products, processed pending refunds, and contributed to operational efficiency through roster preparation and manpower allocation.

Customer SupportTrainingEscalation ManagementCustomer Service Management

Myntrafashion

Customer Service Consultant

Dec 2017 – Mar 2018 · 3 mos · Bengaluru, Karnataka, India · On-site

Handled over 900 calls weekly, maintaining a quality score above 95%, an average handling time of 1.5 minutes, and a 90% customer satisfaction rate, consistently exceeding industry standards.
Managed high-priority escalations, providing expert-level support to resolve complex customer issues and surpass established support metrics.
Conducted thorough customer profile analysis to prevent fraud and collaborated with cross-functional teams to deliver comprehensive solutions.

Customer ServiceFraud PreventionEscalation ManagementCustomer Service ManagementFraud Risk