Open to opportunities

Probin Patro

@probinpatro

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Dynamic Business Operations and Customer Success Leader with 16 years experience.

India

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What I'm looking for

I seek a role that values customer-centric strategies and offers growth opportunities.

I am a dynamic and results-driven Business Operations and Customer Success Leader with over 16 years of experience in scaling customer support teams and optimizing operations. My expertise lies in managing end-to-end customer journeys and implementing process improvements that drive customer-centric strategies. I have a proven track record in start-up environments, managing multi-channel customer service operations, and fostering innovations that enhance customer experience.

Throughout my career, I have successfully led cross-functional teams to achieve key business objectives, focusing on vendor management and performance optimization. My role as an Independent Business Consultant has allowed me to assist start-ups in customer onboarding and engagement, while also leading project management initiatives for global customer support teams. I am passionate about using data-driven insights to enhance operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Independent Business Consultant

Current

Self Employed

Mar 2021 - Present (4 years 3 months)

Providing consultancy to start-up companies on customer onboarding, engagement, and support optimization. Leading project management initiatives for global customer support teams and advising on customer success strategies.

Customer Success Project Management Data Analytics Process Optimization Cross Functional Collaboration

Head of Operations

Passion Gaming Pvt Ltd

Jul 2017 - Oct 2020 (3 years 3 months)

Led the restructuring of customer support operations, developed SOPs, managed KPI tracking, and created an in-house Risk Management Tool. Customized CRM tools and integrated AI-driven chatbots to enhance customer service.

Operations Management SOP Development KPI Tracking CRM Risk Management

Senior Manager, Customer Service and Business Operations

Junglee Games Pvt Ltd

Mar 2016 - Jun 2017 (1 year 3 months)

Led customer service and risk management teams, collaborated with engineering and marketing to resolve customer issues, and improved data processing between systems to enhance efficiency.

Customer Management Risk Management Data Processing Vendor Management Team Collaboration

Senior Manager, CRM

MiCar Sharing Technologies Pvt Ltd

Feb 2014 - Feb 2016 (2 years)

Established and led customer support and fleet operations, designed SOPs for support, customized SugarCRM, and managed vendor relationships for media campaigns.

Customer Support SOP Development Vendor Management Operational Excellence