Dishari Dey

Operations Associate

Bengaluru, Karnataka, India3 yrs 5 mos experience

AI Enabled

Key Highlights

Led AI-first transformation at Meesho.
Developed cross-functional performance dashboards.
Optimized customer experience for AI-driven support.

Stackforce AI infers this person is a SaaS professional with expertise in AI-driven customer experience and training management.

Contact

Skills

Core Skills

Ai IntegrationPerformance ManagementCustomer Experience ManagementTraining And DevelopmentQuality Assurance

Other Skills

NLU driven Sentiment AnalysisEntity ExtractionPredictive Volume ForecastVoiceBot optimizationCross-functional dashboard developmentCX enablementAI-driven support channelsTraining frameworks designDashboard creationOnboarding trainingQuality interventionsPerformance trackingSOP reviewsTraining content updatesProject Management

About

At Meesho, I am leading the AI-first transformation journey, embedding GenAI into UX, designing AI-powered ecosystems, and driving performance of VoiceBot & Human Agents.

Experience

3 yrs 5 mos

Total Experience

10 mos

Average Tenure

9 mos

Current Experience

Meesho

Assistant Manager - Gen AI

Aug 2025 – Present · 9 mos · On-site

Deploying NLU driven Sentiment Analysis and Entity Extraction to automate the classification of NPS triggers, identifying systemic friction points within the product-process interface.
Developed a cross-functional dashboard to normalize disparate performance vectors (CES, CSAT, NPS) into a singular Pod Health Index for real-time volatility tracking.
Optimizing the hand-off logic between automated Voice/Chat IVRs and human agents to reduce MTTR and enhance the FCR rate.
Worked on analysis of overflow triggers to manage VoiceBot Spillover, identifying False Positives/Negatives, ASR, Gibberish, TTS Latency issues.
Managing Predictive Volume Forecast through automated anomaly detection, maintaining a 95%+ adherence to the planned FTE Grid.

NLU driven Sentiment AnalysisEntity ExtractionPredictive Volume ForecastVoiceBot optimizationCross-functional dashboard developmentAI Integration+1

Phonepe

Specialist - CX Training & Quality, Centre of Excellence

Dec 2024 – Aug 2025 · 8 mos · Bengaluru · On-site

Led CX enablement for AI-driven support channels, including Voice Bots, Chatbots, and Smart Speaker conversational interfaces.
Partnered with Product, Automation, and Engineering teams to operationalize Project Smart Speaker and optimize voice assistant customer journeys.
Designed training frameworks for Conversational AI platforms, covering NLU intent flows, chatbot journeys, and voice bot call handling.
Built dashboards tracking automation efficiency, CX quality metrics, and partner performance insights to drive continuous improvement.
Supported EDC device ecosystem workflows, enabling CX teams to handle merchant and payment-device queries through automated and assisted channels.

CX enablementAI-driven support channelsTraining frameworks designDashboard creationCustomer Experience ManagementTraining and Development

Concentrix

Lead - Training & Quality

Aug 2023 – Dec 2024 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

Overseeing delivery of onboarding, process, and product training across verticals
Built and maintained dashboards for NHT throughput, audit scores, and post-training performance tracking
Executed quality interventions (RCA, SOP refreshers, TNA) that reduced error rates by 30% across LOBs
Conducted weekly coaching for trainers, quality analysts and agents, focusing on call quality, compliance, and process adherence
Led governance practices: daily trackers, feedback logs, session documentation, and business reviews with stakeholders
Drove continuous improvement through feedback surveys, certification programs, and audit readiness checks

Onboarding trainingQuality interventionsPerformance trackingTraining and DevelopmentQuality Assurance

Msm unify

Admissions and Support Executive

Dec 2022 – Aug 2023 · 8 mos · Kolkata, West Bengal, India · Remote

Supported quality assurance for international student support processes; tracked TAT and compliance through weekly dashboards
Participated in internal training initiatives to enhance onboarding experience and documentation accuracy
Conducted SOP reviews and ensured all documentation met regulatory and partner-specific standards
Provided feedback to management on process gaps, enabling updates in training content and knowledge bases
Promoted a culture of service excellence through continuous performance audits and process adherence checks

Quality assuranceSOP reviewsTraining content updatesQuality AssuranceTraining and Development