Abhishek Ghosh
Manager of Operations @ Freecharge | Lean Six Sigma, New Relic APM
About
As an Operations Manager at Freecharge, a leading online payment platform, I apply my MBA in Operations and my 8+ years of experience in the digital payment industry to improve the customer journey and satisfaction. My mission is to ensure that every transaction is smooth, secure, and seamless for our millions of users across the country. I have successfully improved the turnaround time for certain categories, reduced the reopen percentage to below 10%, and increased the customer satisfaction score substantially in 2021-22. I collaborate with cross-functional teams to implement changes and innovations that enhance the customer experience and loyalty. I also manage key accounts and monitor transactions to ensure quality and compliance. I am passionate about leveraging technology and data to create value for our customers and stakeholders.
Experience
Manager of Operations
Freecharge
3 yrs 1 mo · Bangalore Urban, Karnataka, India
Associate Manager
PhonePe
5 yrs 1 mo · India
Subject Matter Expert
Flipkart
1 yr 7 mos · Bangalore
Business Development Manager
Lenskart.com
1 yr 1 mo · Bengaluru Area, India
Product Manager
Aesthetic Solutions pvt ltd
1 yr · Kolkata Area, India
Key Account Manager
MENARINI Group
2 yrs · Kolkata Area, India
took ownership of the entire south Kolkata and parts of 24 parganas and built it to a productive region over a span of 6 months.
Key Account Manager
Cipla
9 mos · South 24 Parganas, West Bengal, India
Handling the overall region of Kolkata and south 24 parganas. distribution marketing and sales for the region. was able to deliver to the best of my potential and converted a region productive in 3 months.
Key Account Manager
ranbaxy labotaries ltd " global consumer healthcare" division
6 mos
To meet doctors, promote the companies product in order to generate prescriptions. visit chemists to track the product movement, competitive brand movement,
Senior Manager – Customer Success
Freecharge Payments (Axis Bank)
May 2023 – Present · Bangalore
Led a 450-strong operations function spanning 80 in-house agents, 3 Assistant Managers, and 3 Deputy Managers across L1/L2 support, Social Media, Risk & Chargeback, Campaigns, and Transaction Monitoring. Drove ART, FCR, Repeat Rate, CSAT, and Quality Score performance, achieving top-quartile benchmarks. Led process re-engineering that improved category-level CSAT by 50% and reduced error rates. Governed monthly RBI regulatory reporting and coordinated Root Cause Analysis and remedial action plans. Enhanced ChatBot capabilities, transitioned inbound services from third-party vendors to in-house operations, managed grievance and nodal escalations, and partnered with TNTQ on SOP implementation.
Assistant Manager – Customer Success
PhonePe Pvt Ltd
Aug 2020 – Apr 2023 · Bangalore
Monitored and optimized AHT, Quality Scores, and CSAT, achieving a 40% improvement in overall operational efficiency. Led process enhancement initiatives for error reduction, repeat query elimination, and Red-1 category CSAT improvement. Managed internal ombudsman escalations and RBI-related consumer complaints. Led hiring, onboarding, and capability development programs.
Social Media Manager / Subject Matter Expert (SME)
PhonePe Pvt Ltd
Oct 2016 – Jul 2020 · Bangalore
Managed social media escalations across Facebook and Twitter within defined TAT and handled L2 escalations across Pay Fail, P2M, Offers, and other payment categories. Reduced ticket resolution time by 50% through process streamlining and cross-team knowledge management.
Product Specialist
Aesthetic Solutions
Apr 2014 – Aug 2015 · Kolkata
Launched new product lines across the region, driving market penetration, brand visibility, and revenue growth. Built and managed a network of distributors and stockists and engaged healthcare professionals, chemists, and distributors to generate prescriptions and ensure retail availability.
Medical Representative
Menarini India Pvt Ltd | Cipla | Amity Pharma (Ranbaxy Franchise)
Jan 2011 – Mar 2014 · Kolkata
Promoted pharmaceutical portfolios to doctors, chemists, hospital teams, and distributors across assigned territories. Achieved prescription growth including a 50% increase at Menarini and a 30% sales increase at Cipla through territory management and relationship building. Monitored competitor activity and implemented counter-strategies.
Education
Indian Institute of Management Kashipur
Senior leadership, Operations Management and Supervision
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Have learns the different skill sets required for working on the domain. What exactly the leadership is looking and long terms prospect than a short term achievement.
Amity University
Master of Business Administration - MBA, Operations Management and Supervision
Jul 2023 - Jul 2025
Ongoing. Focus: Operations Strategy, Supply Chain, Process Excellence.
Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT
Bachelor of Business Administration - BBA, Marketing
Jul 2005 - Aug 2008
Julien Day School - India
10, Business/Commerce
Feb 2002 - Feb 2003
Amity University
Masters in Business Administration, Operations Management and Supervision
Jul 2023 - Sep 2025
Indian Institute of Management (IIM) Kashipur
Senior Leadership Programme (Executive Education)
2023 – 2024
Strategic Leadership, General Management, Organizational Excellence.
WBUT – West Bengal University of Technology
Bachelor of Business Administration (BBA)
2008
W.B.C.H.S.E
Higher Secondary, Science
2005