Open to opportunities

Bighnaraj Pramanik

@bighnarajpramanik

Message

Customer Success professional with 6+ years of experience driving satisfaction.

India

Message

What I'm looking for

I am looking for a role that fosters growth, values customer relationships, and encourages innovative solutions.

I am a Customer Success professional with over 6 years of experience in enhancing merchant satisfaction and reducing churn in fintech and SaaS environments. My expertise lies in building long-term relationships and leading cross-functional initiatives that leverage data analytics to improve customer health scores and product adoption. I have a proven track record in chargeback reduction and payment success optimization, utilizing tools such as Salesforce, Gainsight, and advanced analytics to proactively solve issues and drive growth.

In my current role as Assistant Manager at PayGlocal, I successfully improved the Payment Success Rate by 15% and reduced merchant chargeback rates by 25%. My previous experience as a Customer Success Associate at Dlocal allowed me to manage a portfolio generating over $10M in annual transaction volume while maintaining a 95% merchant retention rate. I am passionate about using data-driven strategies to enhance customer experiences and drive business success.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

Payglocal

Jul 2023 - Present (2 years)

Improved Payment Success Rate (PSR) by 15% through proactive monitoring and merchant training initiatives. Reduced merchant chargeback rates by 25%, saving significant operational costs.

Payment Processing Chargebacks Cross Functional Collaboration

Customer Success Associate

Dlocal

Feb 2022 - Present (3 years 5 months)

Managed a portfolio generating over $10M in annual transaction volume, maintaining a 95% merchant retention rate. Led initiatives that improved customer NPS score from 70 to 82 within one year.

Customer Success Account Management NPS Upselling Cross Selling Workflow Optimization

Customer Success Specialist

Hostinger

May 2021 - Present (4 years 2 months)

Improved customer satisfaction scores (CSAT) to 92%, surpassing company targets. Reduced first response time (FRT) from 30 minutes to 10 minutes, increasing customer loyalty.

Customer Satisfaction CSAT Upselling

Support Analyst

Gainsight Software

Sep 2018 - Present (6 years 10 months)

Supported 100+ enterprise customers, achieving a 98% issue resolution rate within SLA. Improved technical onboarding efficiency, reducing average implementation time.

Technical Support SLA Management Onboarding

Support Coordinator

Dell Technologies

Feb 2018 - Present (7 years 5 months)

Managed and resolved 500+ supply chain cases, ensuring on-time delivery and increased customer satisfaction. Improved order processing efficiency saving operational costs and reducing revenue leakage.

Supply Chain Management Order Processing Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Lovely Professional University

B.Tech (Hons), Engineering

Completed a Bachelor of Technology with Honors, gaining foundational knowledge and specialized skills in engineering. Focused on core concepts and practical applications relevant to the field of study.