Purbasha Roy
@purbasharoy
I build scalable customer success and product operations systems that improve SLA delivery, retention, and team efficiency.
IndiaWhat I'm looking for
I've led digital operations at Spark and Superfone, building scalable workflows, dashboards, and support systems for B2B SaaS teams. My work has improved turnaround time by 25%, operational accuracy by 15%, and on-time SLA delivery to 98%.
At Superfone, I led six associates supporting 500–600 SMB accounts each month, redesigned onboarding, and created customer health and renewal playbooks that reduced churn by 10%. I partner closely with Product and Engineering on escalations, UAT, feedback loops, and feature launches.
Experience
Work history, roles, and key accomplishments
Sr. Lead Digital Operations
Spark
Jan 2025 - Jan 2026 (1 year)
Led cross-functional digital operations workflows, maintaining 98% SLA adherence and reducing turnaround time by 25% through process automation. Administered CRM systems, conducted UAT for feature rollouts, and presented KPI insights to leadership.
Education
Degrees, certifications, and relevant coursework
Maulana Abul Kalam Azad University of Technology
Bachelor of Business Administration, Business Administration
2019 - 2022
Grade: 8.57/10
Pursued a Bachelor of Business Administration with a CGPA of 8.57/10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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