DMDona Mondal
@donamondal
Operations professional driving process improvement, CRM efficiency, and data-driven performance reporting.
IndiaWhat I'm looking for
I am a results-driven operations professional with 2+ years of experience optimizing processes, managing CRMs, and delivering actionable MIS and Power BI insights that support sales and finance decision-making. I have led reconciliation audits, reduced reconciliation time by 30%, and built dashboards to improve visibility and forecasting.
I have consistently improved customer satisfaction (95% CSAT) and reduced complaints through root-cause analysis and workflow improvements while training teams on SOPs and CRM best practices. I thrive on cross-functional coordination, process auditing, and using data to drive continuous operational improvements.
Experience
Work history, roles, and key accomplishments
Senior Operations Associate
PagarBook
Nov 2023 - Present (2 years 1 month)
Led operations and process improvements to enhance productivity and compliance, reducing reconciliation time by 30% and developing Power BI dashboards for sales and finance reporting.
TMDelivered customer support achieving 95% CSAT and exceeded monthly conversion targets while producing KPI reports and driving process improvements that reduced complaints by 20%.
Inbound Customer Care Executive
Fusion
Jul 2022 - Jan 2023 (6 months)
Managed non-voice ticketing, data validation, and onboarding, conducting root cause analysis that reduced recurring issues and increased customer satisfaction by 25%.
Education
Degrees, certifications, and relevant coursework
Manipal University Jaipur
Bachelor of Business Administration, Business Administration
Completed a Bachelor of Business Administration focusing on business fundamentals and operations-related subjects.
Bidhan Chandra Institution
Higher Secondary (12th), Higher Secondary Education
Completed Higher Secondary (Class 12) education.
Aurobindo Vidyamandir
Secondary (10th), Secondary Education
Completed secondary (Class 10) education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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