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Operations Manager
Customer Support Manager
Project Manager
Business Manager

TRINAYAN CHAKRABORTY

Operations and Customer Success Manager with over 10+ years of total freelancing experience. Throughout my career, I have honed my skills in strategic planning, process improvement, team management, and customer relations.

I have a proven track record of delivering high-quality results while maintaining a customer-centric approach. I am adept at analyzing complex problems, developing effective solutions, and communicating them clearly to all stakeholders.

Additionally, I am skilled in managing cross-functional teams and ensuring that everyone is working towards a common goal.

Download CV

Testimonials from Upwork

Trinayan is an outstanding contractor who has worked for us for many years. I recommend him for any project that needs extra attention to detail and when you need someone who will go the extra distance.

Daniel Hutchinson

Daniel Hutchinson

Computing Australia

It is a pleasure to work with Trinayan. He is very capable, creative, and cooperative. I describe a general vision and he makes it a reality.

Paul Hegele

Paul Hegele

I have worked with many good freelancers, how ever Trinayan amassed me with his response speed, knowledge in providing good customer support, efficiency in work, and business ethics.

Gyorfi Szilard

Gyorfi Szilard

BlueFX

Trinayan is very good at following detailed instructions(s). we have very specific requirements that needed to be followed and Trinayan delivered without any issues. Highly recommended.

Jamie Martin

Jamie Martin

Resume

10+ Years of Experience

Experience

2023 - 2023
WeLoveNoCode(acquired by Toptal)

Founding Support Leader and Operations Manager

  • Created the whole web support system to support around 50,000 contractors and clients
  • Helped with talent interviews and client onboarding
  • Created processes and templates for the proper functioning of the helpdesk
  • Managed the team and made sure SLAs were met
  • Created digital campaigns for the marketing team
  • Managed projects related to platform development
  • Created an entirely new talent scoring system
2018 - 2023
Memberium

Technical Support Lead | Operations Manager

  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
  • Created and maintained comprehensive customer success documentation for internal and external use
  • Hired and trained new employees on proper protocols and customer service standards.
  • Looked after the day-to-day operations of the company.
  • Was the only testing manager and made sure the product was bug-free before being approved for public use
  • Developed systems and procedures to improve operational quality and team efficiency
2015 - 2018
Computing Australia

Content Coordinator and Operations Manager

  • Developing websites using industry-standard practices mostly on WordPress, Shopify, and Squarespace
  • Managing and maintaining client websites
  • Social Media organization and management
  • Liaison with clients to understand their objectives and implementation
  • Leading a team of writers and web developers and making sure the projects were completed on time and within budget
  • Creating and managing email campaigns
  • Topic research and data collection
2013 - 2015
Altitude Pads

Business Analyst & Technical Advisor

  • Worked on improving the site to be more user-friendly and better lead collection techniques implemented
  • Semi-automating the business with the number of platforms reduced to just 4 from 9 platforms used previously
  • Hiring team members for roles such as copywriting, customer support, and graphics design
  • Daily operations that required a meticulous understanding of the systems
2011 - 2013
BlueFX

Customer Support Expert

  • Initial research to decide the best platform for a comprehensive customer support solution
  • Designed and implemented Zendesk with Social Media Integration
  • Trained agents on how to use the system Applied effective time management techniques to meet tight deadlines
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Worked effectively in a fast-paced environment
  • Identified issues, analyzed information, and provided solutions to problems

Education

2011
North Eastern Hill University

B. Tech in Information Technology

Graduation with special focus on projects in Steganography and Image Cryptography

2007
J.B. College

Higher Secondary

Platforms

Keap | ActiveCampaign | HubSpot

95%

WordPress | Squarespace | Wix

90%

Zendesk | FreshDesk

95%

Asana | Trello | MailChimp

90%

Memberium | iMember360

100%

Slack | Zoom | Meet

100%

Notion

85%

Skills

Customer Success and Technical Support

100%

Website design/management

85%

Managing day-to-day operations of a company

95%

Hiring & Training

90%

Testing any software/website/platform

95%

Building processes that increase efficiency

85%

Project Management

85%

Languages

English

95%

Hindi

95%

Assamese

100%