Payel Das

Experienced Operations Manager with over 15 years in customer operations and relations. Skilled in customer service, education delivery, tutor quality control, student lifecycle management, and helpdesk operations with SLA adherence. Proven ability in escalation management, remote team leadership, and operational troubleshooting using platforms like Slack, Freshdesk, Zoho, and Airtable.

Recognized for improving response times, customer satisfaction, and operational efficiency while maintaining strong ownership, accountability, and attention to detail.

Manager - EduBridge Learning Pvt. Ltd.

(2025-01 - 2025-08)

• Spearheading student management and tutor coordination across multiple time zones.
• Leading a 10-member team managing student onboarding, scheduling, grievance handling, and retention.
• Monitoring and evaluating tutor sessions to ensure compliance with quality parameters and QC templates.
• Collaborating with trainers, tech teams, and stakeholders to resolve operational bottlenecks and improve efficiency.
• Managing escalations, grievance resolution, and performance feedback for continuous service improvement.
• Streamlined compliance audits, tutor performance reviews, and governance documentation.

Senior Operations Manager - UFaber Edutech Pvt. Ltd.

(2021-05 - 2024-12)

• Managed daily operations and led a 20-member support team ensuring seamless delivery of online classes for global learners.
• Oversaw tutor quality control, L2 escalations, and complaint management through multiple communication channels, responding to student and tutor queries via Slack, email, and WhatsApp and other social media communications within defined SLA timelines.
• Ensured SLA adherence for response and resolution time across calls, chats, and emails.
• Worked closely with cross-functional teams (training, content, technology) to resolve tutor and learner issues.
• Conducted regular performance reviews and implemented feedback systems for tutors and students.
• Drove revenue through cross-selling and up-selling initiatives; managed payment collection and student retention.
• Awarded 'Best Performer – April 2022' for excellence in operations and team leadership.

Senior Executive – Operations - Kankei Relationship Marketing Pvt. Ltd. (Tiger Pug)

(2015-09 - 2017-08)

• Supervised e-commerce operations including order management, vendor coordination, and service delivery.
• Handled escalations, grievances, and retention efforts ensuring smooth customer experience.
• Managed a 20-member operations team overseeing dispatch, logistics, and procurement workflows.
• Generated MIS reports for management to track service efficiency and vendor performance.

Executive – Customer & Sales - Holoflex Ltd.

(2012-05 - 2015-03)

• Coordinated between sales and production teams ensuring timely fulfillment of client orders.
• Oversaw logistics, dispatch, and client communication to maintain delivery accuracy.
• Managed documentation, invoicing, and escalation handling with efficient issue resolution.

Duty Manager - Wadhawan Retail Pvt. Ltd. (Spinach)

(2008-02 - 2010-12)

• Managed retail operations for three stores, supervising 30+ employees in customer service and sales.
• Conducted inventory audits, vendor management, and process training for store teams.
• Implemented customer retention strategies, reducing complaint volume by improving in-store operations.
• Awarded 'Best Performer – 2009' for operational excellence.

Store Manager - Dishnet Wireless Ltd. (Aircel) - Burdwan and Durgapur

(2006-08 - 2007-12)

• Managed store operations in Burdwan and Durgapur; led a 20-member customer service team.
• Ensured high-quality service, timely activation, and SLA-based resolution of customer issues.
• Handled billing, verification, and process audits to improve customer satisfaction and retention.

Store Manager - Bharti Airtel Ltd.

(2005-03 - 2006-07)

• Oversaw retail operations, team performance, and customer support functions.
• Ensured adherence to service SLAs, managed CAF verification, and maintained process compliance.
• Streamlined inquiry, request, and complaint resolution to optimize store performance.

PG Diploma in Business Management - Business Management - Shiva Institute of Management Studies, Ghaziabad (2001 - 2003)

B.A. (Hons.) - Economics - Guwahati University, Assam

Higher Secondary - Assam Higher Secondary Education Council

Class X - St. Mary's Convent English High School