Abhishek Biswas
Dum Dum
Summary
Results-driven Customer Service & Operations Professional with 4+ years of experience across BT Business, technical support, and digital chat operations fostering teamwork and enhancing customer engagement. Demonstrated ability in process adherence, team enablement, quality improvement, and stakeholder collaboration. Currently serving as a subject matter expert, supporting advisors in compliance and service outcomes through structured coaching. Strong strategic thinker focused on delivering impactful results through collaboration and innovative solutions.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
BT E-serv Pvt Ltd
Kolkata
04.2024 - Current
- Act as a primary point of contact for operational queries, escalations, and real-time support during live chat campaigns.
- Conduct knowledge-sharing sessions, side-by-sides, and coaching to improve advisor performance and compliance.
- Collaborate with Quality, Operations, and Stakeholders to resolve process gaps and enhance customer experience.
- Support delivery of KPIs including AHT, NPS, ABR, compliance adherence, and data accuracy.
- Contribute to process improvements, SOP reinforcement, and effective communication during high-volume digital support operations.
Customer Service Representative
BT E-serv Pvt Ltd
Kolkata
02.2022 - 03.2024
- Handled customer interactions via chat, phone, and email, delivering timely and accurate resolutions.
- Provided technical support as part of BT Business Repair Chat campaigns.
- Educated customers on products, services, and troubleshooting steps, ensuring first‑time resolution where possible.
- Maintained strict adherence to process, documentation, and customer handling standards.
Customer Service Representative
Concentrix Daksh Pvt ltd
Kolkata
11.2019 - 02.2022
- Resolved customer issues across voice and chat channels with a strong focus on service quality.
- Supported high‑volume campaigns for MakeMyTrip, Flipkart, and Zomato, covering e‑commerce, ticketing, and online food delivery.
- Demonstrated strong problem‑solving, empathy, and multitasking in fast‑paced environments.
Education
All India Senior School Certificate Examination (CBSE) - Higher Secondary
Kalyani Central Model School
Kalyani, West Bengal01-2019
Indian Certificate of Secondary Education (ICSE) - Secondary Education
Julien Day School
Kalyani, West Bengal01-2016
Bachelor of Computer Applications (BCA) - Bachelor's
Manipal Jaipur University
Online Learning04-2026
Skills
- Customer Service & Technical Support
- Coaching & Mentoring
- Metrics & Performance Analysis
- Complaint Handling & Escalations
- Process & Compliance Adherence
- Stakeholder Collaboration
- Problem Solving & Decision Making
- Time Management & Multitasking
- Conflict Resolution & Communication
- Adaptability in High‑Pressure Environments
Hobbies and Interests
- Cooking
- Audio programming / engineering
- Travelling & Road trips
Languages
- English
- Bengali
- Hindi
Timeline
Subject Matter Expert
BT E-serv Pvt Ltd
04.2024 - Current
Customer Service Representative
BT E-serv Pvt Ltd
02.2022 - 03.2024
Customer Service Representative
Concentrix Daksh Pvt ltd
11.2019 - 02.2022
All India Senior School Certificate Examination (CBSE) - Higher Secondary
Kalyani Central Model School
Indian Certificate of Secondary Education (ICSE) - Secondary Education
Julien Day School
Bachelor of Computer Applications (BCA) - Bachelor's
Manipal Jaipur University