Dinen Ghosh
Verified Expert in Support and Operations
Support & Operations Expert
Bengaluru, Karnataka, India
Toptal member since February 23, 2026
Dinen is a service delivery and operations leader with 18+ years of experience. He has driven operational excellence and exceeded client expectations across the US mortgage and commercial insurance sectors. Dinen has a proven track record of streamlining processes, reducing operational costs by 15%, and improving client satisfaction by 20%.
Expertise
- Business Operations
- Business operations finance
- Client Relationship Management
- MIS Reporting
- Mortgage Operations
- Operations Management
- People Management
- Slack
Work Experience
Assistant Operations Manager
ReSource Pro
- Received advanced IT awards for creating and implementing automated dashboards and workflow assignment tracker in Excel.
- Led an operation team of 50+ members and ran service delivery for multiple projects, achieving SLA every month.
- Transitioned 2 new clients successfully. Onboarded 3 additional lines of business for the existing legitimate clients.
- Supported team members to achieve their career goals aligned with the company's success.
Associate Manager
Flatworld Solutions
- Directed end-to-end US Mortgage Claims operations (reimbursement, supplemental, and final claims), leading a 55+ member team and governing SLA/TAT performance to consistently achieve 98–99% SLA adherence.
- Spearheaded process standardization and automation-led transformation, delivering 15–20% AHT reduction, 18–25% cost optimization, and around 50% faster end-to-end claim/loan processing turnaround.
- Analyzed SLA trends and operational performance data to identify systemic risks and drive structured improvement initiatives aligned with ITIL service governance practices.
- Managed Spanish-language support teams serving US markets from a global delivery center, overseeing US mortgage lead generation campaigns for refinance and new customer acquisition, and improving conversion quality.
- Contributed directly to revenue growth through structured performance governance and escalation management.
Education
Master of Business Administration (MBA) in Finance
Pondicherry University - Pondicherry, India
Bachelor's Degree in Physics
University of Calcutta - Kolkata, India
Certifications
Microsoft Certified Professional (MCP)
Microsoft
Skills
Tools
Slack, HubSpot Service Hub
Documentation
Call Notes
Productivity Suites
Microsoft Excel, Google Sheets, Pivot Tables, VLOOKUP
Professional Skills
Data Annotation
Customer Support
CSAT
Sales Operations
CRM
Automation & No-code
n8n, Zapier
Project Management Tools
Airtable
Other
Client Relationship Management, Operations Management, People Management, Business Operations, Mortgage Operations, Call Agent, Webflow, Operations, Client Retention, Business operations finance, MIS Reporting, Automation, Accounting, Business Strategy, Process Design, Chemistry, Microsoft Applications, iOS, Chatbot Conversation Design, Chatbots
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