Dwaipayan Goswami

Standardized daily and weekly operational reporting in Power Query and Excel, cutting turnaround and resolving recurring cross-system discrepancies to give leadership faster, more accurate visibility into KPIs.

Sustained CSAT above 90% by resolving enterprise partner cases through proactive, cross-functional coordination with engineering and professional-services teams. Protected client business continuity by owning subscription renewals, order management, and commerce-platform migrations end-to-end while meeting all response-time and resolution benchmarks.

Sustained CSAT above 75% and prevented churn by serving as escalation lead across Facebook & Instagram. Delivered weekly performance trend reports highlighting recurring issues, improving team case handling. Restored client confidence on high‑visibility escalations through tailored consultative support across phone, email, and social channels.

Delivered a 50% CTR uplift and 25% CPA reduction for SMB advertisers through structured A/B testing and creative optimization, sustaining KPI scores above 95% while growing portfolios end-to-end via phone and email prospecting.

Executed a hunting mandate across BFSI, shipping, and logistics, acquiring new enterprise clients for Records Management, Cloud Hosting, and Business Process solutions through consultative pitching and contract negotiation. Protected recurring revenue across the existing key-account base by resolving CRM billing and data discrepancies, driving contract renewals, and eliminating revenue leakage thr

Sustained a 75% client retention rate across a 80+ account PAN India enterprise portfolio, including HDFC and IndusInd Bank, over 5 years through strategic account planning and proactive contract negotiation. Drove upselling and cross-selling of digitization and cloud-storage solutions and coordinated DMS implementation across operations and service partners, expanding wallet share and generating

Built a high-volume outreach pipeline of 15+ prospect accounts monthly through competitive logistics contract bidding, consistently hitting monthly B2B revenue targets.

Processed high-volume medical and hospital claims in a BPO delivery environment with systematic verification protocols that reduced errors and accelerated settlement cycles.

Pursued a PGDM (MBA equivalent) with a focus on Marketing and Information Technology.

Earned a Bachelor of Science degree in Biotechnology.