Open to opportunities

Dipumoni Bora

@dipumonibora

I am a Customer Success and Operations specialist improving retention and first-contact resolution in financial services.

India

Message

What I'm looking for

I am seeking a customer-success or operations role in financial services/insurtech where I can improve retention, optimize CRM workflows, lead cross-functional automation projects, and mentor teams in a collaborative, data-driven environment.

I am a Customer Success & Operations specialist with 4+ years in financial services and insurance, focused on driving retention and operational efficiency. I have managed 600+ high-value users, resolved 1,000+ financial queries monthly with 95%+ first-contact resolution, and delivered a 30% increase in monthly engagement while reducing resolution time by 40%.

I build CRM workflows and process automations (Freshdesk/Freshchat), collaborate with product and UI/UX teams, and mentor new hires to speed onboarding and improve KPI accuracy. I consistently achieve high CSAT and accuracy metrics and lead retention campaigns and automation projects that improved renewal and tracking outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Associate

Current

EarnKaro

Apr 2024 - Present (1 year 4 months)

Managed a portfolio of 600+ high-value users, increasing monthly engagement 30%; resolved 1,000+ financial queries monthly with 95%+ first-contact resolution and reduced average resolution time by 40%.

Customer Retention CRM Operations Freshdesk

Senior Service Consultant

Policybazaar.com

Mar 2021 - Mar 2024 (3 years)

Handled 100+ daily customer queries related to policy issuance and claims while maintaining a 98% CSAT; mentored 10+ team members and achieved 99.5% KPI tracking accuracy.

Insurance Support Claims Processing Customer Retention CSAT KPI Tracking Mentoring