Prakash Dubla

About Prakash Dubla

I am a results-driven operations and customer support professional with extensive experience in financial services and fintech environments. My career has been dedicated to enhancing service delivery, driving team performance, and contributing to sustained organizational growth. I am passionate about leveraging my expertise in team leadership, process optimization, and customer experience management to create a dynamic, customer-focused environment. With a strong foundation in managing large customer support teams, I thrive on challenges that allow me to optimize workflows and improve operational efficiency.Throughout my career, I have successfully led diverse teams, coached Gen-Z interns, and implemented innovative solutions to enhance customer support accessibility. My recent achievements include launching the in-app “Call Me Back” feature, which significantly increased customer engagement, and improving query resolution times through revamped support processes. With a total of [Please Mention] years of experience, I am eager to take on a managerial role where I can further contribute to operational excellence and customer satisfaction.Key Achievements- Launched the in-app “Call Me Back” feature, enhancing customer support accessibility and contributing to a 15% increase in customer engagement- Improved operational efficiency and customer experience through faster query resolution and enhanced workflow processes- Consistently delivered high team productivity across various operational roles, driving performance and engagement.

Experience

1. Manager M1

   Groww

   Jul 2024 — Present · Jaipur, IN

   In my current role as Manager M1 at Groww, I manage inbound and chat support functions while collaborating with the Inprocess team to enhance workflows. I have established operational control of the Jaipur center post-relocation, significantly improving execution standards and stabilizing support operations. My focus on coaching and guiding diverse teams, including Gen-Z interns, has boosted engagement levels and strengthened overall performance outcomes.Successfully improved operational productivity and service delivery through effective team management and workflow enhancements- Established a strong operational foundation for the Jaipur center, leading to improved execution standards- Enhanced team engagement and performance through targeted coaching and mentorship initiatives.

Education

• University of Mumbai

  Bachelor of Commerce - BCom, Commerce

  2013 — 2015