Arnab Datta

Led end-to-end L2/L3 escalations across social, app reviews, email, chat, and compliance channels, reducing response times by 48% and improving FRT/FCR. Owned high-value customer engagements across Twitter, Facebook, LinkedIn, Play Store, App Store, Reddit, YouTube, and in-app platforms, strengthening brand trust and public credibility. Driving VOC, Social Media and app review analytics (Android/iOS), partnering with Product and Tech teams to implement fixes that improved ratings and customer sentiment. Designed and scaled SOPs, escalation frameworks, training modules, and FAQs, improving SLA adherence by 37% and reducing repeat escalations. Led workflow automation initiatives to improve escalation accuracy, reporting depth, and operational efficiency. Acted as the Operations–Product liaison for mutual fund, KYC, and CKYC integrations, ensuring compliant, frictionless customer journeys. Mentored and led escalation and client engagement teams, driving improvements in productivity, quality, and process adherence. Contributed to CRED Wealth Management beta testing and SOP design, providing structured UX and functional feedback and leveraging 9+ years of fintech operations experience to support scalable, compliant product growth.

Led and coached a team of Partner Specialists and Associate Managers across B2B/B2C verticals. Collaborated with cross-functional teams and leveraged data insights to boost business growth and brand visibility. Conducted detailed RCA on escalations and acted as primary POC for end-to-end B2B/B2C issue resolution. Oversaw HNI Partner journeys, along with end-to-end MIS and report preparation for leadership. Designed and implemented processes for new product/feature launches, including hiring and compliance readiness. Delivered operational trainings, webinars, and policy enhancements to align internal and external stakeholders. Led daily operational governance with AMCs and BSE, while planning and auditing routine processes.

Managed end-to-end operations and social presence for Paytm Gold, driving KPIs and ensuring consistent performance. Conducted advanced Android/iOS app review analysis, segmentation of customer issues, and review enhancement initiatives. Coordinated with Product, Tech, and Ops to align process changes and regulatory escalation handling. Oversaw social media workflows using Sprinklr, optimizing queuing, reporting, and integrations. Led a team of social media executives and app review analysts, improving productivity through dashboards and automation. Supported high-visibility campaigns (IPL, stand-up shows, ODI cricket) by managing customer ops across Sprinklr, Freshdesk, Salesforce, CRM tools, and Google Workspace.

Managed a high-value HNI portfolio with a focus on relationship deepening and business growth. Delivered tailored investment solutions and financial planning. Achieved sales targets MoM across liabilities, assets, forex, credit cards, and trading products.

Class X