Dibyendu Pal
About
Dibyendu Pal is from Bangalore. Dibyendu works in the following industries: "Internet", "Outsourcing/Offshoring", and "Information Technology & Services". Dibyendu is currently Sr Vendor Manager/ Project Manager II, Twitter Services at Twitter, located in Bangalore. In Dibyendu's previous role as a Service Delivery Manager EMEA & APAC at Expedia Group, Dibyendu worked in Bangalore until Jul 2020. Prior to joining Expedia Group, Dibyendu was a Seller Support Manager - Vendor Contact Mgmt at Amazon Development Center India and held the position of Seller Support Manager - Vendor Contact Mgmt at Bangalore, India. Prior to that, Dibyendu was a Seller Support Manager at Amazon, based in Hyderabad & Bangalore, India from Oct 2010 to Feb 2014. Dibyendu started working as Customer Service Manager at Amazon Development Center India in Hyderabad Area, India in Nov 2007. From Aug 2005 to Oct 2007, Dibyendu was CS Associate /SME T/Team Lead at Amazon Development Center India, based in Hyderabad Area, India. Prior to that, Dibyendu was a UK Home/Small Business Sales Representative at Dell, based in Hyderabad Area, India from Sep 2004 to Jul 2005.
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Dibyendu Pal's current jobs
Manage Outsourced Vendor strategy & global footprint for content moderation. Manage multiple Vendors supporting different work streams (Safety, Identity, Media & Automation). Work with internal/external stakeholders and vendor partners, to execute operational strategies and facilitate cross-functional projects. Continuously strive towards improving efficiency, reducing waste and adding value to existing processes and workflows. Facilitate process improvement initiatives (Kaizen, Standard work projects) at Vendor locations. Responsible for cost estimation and budgeting.
Dibyendu Pal's past jobs
Responsible for Outsourced Vendor Service Delivery for Customer Service & Sales operations. Ensure that vendor activities align with Expedia business strategies. Focus on the execution elements of the contact center operations. Work with vendor leadership (VP/GM/Ops Managers) to execute customer service & telesales strategies. Responsible for driving process improvements and internal stakeholder management Execute key customer experience initiatives as agreed with Expedia project team.
Managed captive and vendor operations for North America & United Kingdom Responsible for setting the vision, direction, and culture of the team. Responsible for performance management of Vendors. Monitor real time service levels and productivity and drive P&L. Serve as point of contact for resolution of complex operational challenges.
Setup Seller Support Operations in Bangalore from scratch. Transitioned various support functions from captive sites in North America. Ramped up, Fulfilled By Amazon (FBA) teams supporting NA upto 500+ FTEs. Helped in setting up Seller Support operations for India operations. Drive process improvement initiatives to reduce Seller contacts & improve customer experience. Drive Performance through Managers & Team Leaders to ensure key KPIs are met.
Build the Digital support (Kindle, mp3, Video on demand) captive team & transitioned the process to outsourcing sites. Worked as onsite Vendor manager for vendors located in India. Managed multiple CS workflows including Customer Reviews & Community help platforms. Managed Amazon clients (Target.com, Bebe.com, Lacoste.com) till 2008. Identified process improvement opportunities and drive them through Kaizens.