Biprojit Dey

Led end-to-end service desk operations using AI-driven ticket routing and workload forecasting to improve SLA compliance and first-time resolution while overseeing 700+ annual dispatches and cross-functional remediation.

Led incident and request management for a 34-member onshore team, applied AI forecasting to reduce resolution times by 20% and eliminated chronic SLA gaps through structured escalation and process improvements.

Translated complex insurance claims into treatment-level benefit details to reduce billing errors and rejections, improving decision speed for providers and maintaining high customer satisfaction.

Managed high-volume customer interactions and Level 2 escalations, processed financial adjustments, and produced insights from interactions to inform service improvements and leadership decisions.

Performed interest and fee calculations for Axis Bank NRI cardholders, set performance benchmarks, coached junior staff, and delivered market insights that improved customer outcomes and sales.

Completed an MBA focusing on Finance and Marketing with coursework and projects on financial management, marketing strategy, and operations.

Activities and societies: Best Scholar of the Semester

Completed a Bachelor of Business Administration in Information Technology covering business fundamentals and IT applications.

Completed junior college studies in commerce with foundational coursework in accounting, economics, and business studies.