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About

Results-driven Team Manager and Project Lead with 10+ years of experience building and leading high-performing teams across marketing operations, AI-assisted content delivery, and quality governance. Currently manage a cross-functional team of 30+ specialists, own end-to-end delivery of 2,500+ digital assets and 4,500+ Jira/CRM workflows monthly, and have driven measurable gains in workflow efficiency (+30%), quality (-25% recurring defects), and SLA performance (100% adherence). Proven track record of designing scalable SOPs and quality frameworks, mentoring and developing talent, and partnering with Engineering, Product, and enterprise clients to resolve escalations and hit business goals.

Experience7

  1. Senior Team Lead — AI Marketing & Content Operations

    Nov 2023 — Aug 2026

    Vsplash Techlabs Pvt. Ltd.

    Led a 30+ member team integrating human copywriting judgment into AI content generation for over 2,500 monthly assets, improving quality and reducing recurring defects by 25%. Developed diagnostic frameworks and collaborated with Product and Engineering to improve AI tools, achieving 30% workflow efficiency gains and 100% SLA adherence across 4,500+ Jira/CRM workflows monthly. Authored SOPs and quality frameworks improving productivity by 20% and delivered multiple Zero Error Weeks. Managed client escalations and resolved API/endpoint failures.

  2. Content Marketing & SEO Specialist

    Aug 2022 — Nov 2023

    Macaw Digital

    Led content delivery for 15+ global B2B/B2C brand accounts, managing editorial calendars, SEO strategy, keyword research, and on-page optimization. Collaborated with SEO, design, and client teams to launch timely conversion-focused campaigns improving organic visibility.

  3. Customer Service Support Advisor

    May 2021 — Aug 2022

    BT eServe India Pvt. Ltd.

    Delivered enterprise-grade customer support exceeding SLA, CSAT, and productivity targets; recognized as Top Performer multiple times. Mentored new team members and led root cause analysis of delayed repairs, coordinating with Openreach.

  4. Content Head — Brand & Creative Operations

    Feb 2020 — Mar 2021

    Dream Logo Design

    Led content and quality operations for 30+ branding client accounts, managing and mentoring writers while enforcing brand compliance standards.

  5. Content Quality Analyst

    Mar 2018 — Jan 2020

    Novotus Information Technology

    Owned end-to-end quality audits, proofreading, and compliance reviews. Led calibration sessions to standardize quality benchmarks across production teams.

  6. Content Creator & Team Lead

    Feb 2014 — Mar 2018

    SZI Technologies Pvt. Ltd.

    Led content production team, setting SEO standards, training writers, and reviewing deliverables across client accounts.

  7. Software Implementation Consultant

    Aug 2011 — Feb 2014

    The Times of India

    Led enterprise recruitment software implementation projects including training clients, coordinating deployments, managing MIS reporting, and stakeholder communication.

Projects1

  • Copywriter-in-the-Loop (CITL) AI Content Quality Model

    Led the CITL model integrating human copywriting judgment into AI content generation to improve production-ready quality across 2,500+ monthly digital assets. Built a diagnostic framework to classify AI copy failures and reduced recurring defects by 25%. Converted copywriter edits and diagnostic insights into feedback streams improving proprietary AI content tools in collaboration with Product and Engineering. Tracked quality metrics driving a 30% workflow efficiency gain and ensured 100% SLA adherence across 4,500+ monthly Jira/CRM workflows. Authored SOPs and quality-governance mechanisms that increased cross-functional productivity by 20% and enabled multiple Zero Error Weeks.

    • AI content generation
    • Diagnostic frameworks
    • Jira
    • CRM
    • Proprietary AI content tools

Education1

  • Bachelor of Commerce

    University of Calcutta