Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Hobbies and Interests
Timeline
Generic

Amrit Ash

Pune

Summary

Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution.

Overview

5
5
years of professional experience

Work History

Senior Process Executive

Cognizant Technology Solutions
Pune
03.2023 - Current
  • Championed continuous improvement, driving process innovation, and adopting best practices across the organization.
  • Handled escalation calls and critical cases.
  • Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
  • Led methodology development to outline basic process parameters for operations.
  • Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reported issues to higher management with great detail.

Customer Support Associate

Amazon
Remote
06.2022 - 01.2023
  • Provided primary customer support to internal and external customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Identified opportunities to improve customer service processes.

Team Leader

Fusion BPO Services
Kolkata
02.2021 - 06.2022
  • Mentored and guided employees to foster proper completion of assigned duties
  • Participated in cross-functional team-building activities
  • Monitored operating machinery to assess progress, adjust settings, and maintain production speeds
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
  • Worked with colleagues to create prototypes for designs and training materials
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Implemented new working processes to deliver multiple improvements.

Customer Support Executive

Tech Mahindra
Kolkata
10.2019 - 02.2021
  • Managed customer interactions smoothly
  • Identified and evaluated opportunities to enhance processes and enhance customer experience
  • Analyzed and planned customer needs while adhering to company policies.
  • Answered calls professionally, providing complete information about products, or obtaining details about complaints.
  • Shared best practices and knowledge with colleagues and teams, helping achieve targets.
  • Handled escalated and upset calls, maintained, and updated outbound calls.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Promoted as team lead
  • Handled team of 25 people and maintained KRA.
  • Motivated team member to achieve their KPIs.
  • Regularly audited calls & chats.
  • Served as point-of-contact for escalation of all the issues related to multiple teams as well as for special request
  • Provided feedback on employee and team performance to the manager
  • Performed other duties assigned by manager
  • Ensured a clean, safe and friendly working environment.

Education

Bachelor of Computer Applications - Computer And Information Sciences

Maulana Abul Kalam Azad University of Technology
Durgapur, West Bengal
07.2015

Higher Secondary - Science Education

Bankura Banga Vidyalaya
Bankura, West Bengal
05.2012

Secondary - General Studies

Bankura Zilla School
Bankura, West Bengal
04.2010

Skills

Microsoft Office 365

Workflow Analysis

Business process improvement

Operational Excellence

Efficiency Improvement

Compliance

Motivation Techniques

Coaching abilities

Feedback Delivery

Staff Management

Customer Service

Data Management

Team Management

Analytical Skills

Languages

  • Bengali
  • English
  • Hindi

Accomplishments

  • Grabbed bravo award for best team leader for the month of December in 2020.
  • Rewarded with gift cards and cash many a times for best performance and achieving KPIs.

Hobbies and Interests

  • Learn new skill and implement in day-to-day work
  • Cooking
  • Music
  • Football

Timeline

Senior Process Executive

Cognizant Technology Solutions
03.2023 - Current

Customer Support Associate

Amazon
06.2022 - 01.2023

Team Leader

Fusion BPO Services
02.2021 - 06.2022

Customer Support Executive

Tech Mahindra
10.2019 - 02.2021

Bachelor of Computer Applications - Computer And Information Sciences

Maulana Abul Kalam Azad University of Technology

Higher Secondary - Science Education

Bankura Banga Vidyalaya

Secondary - General Studies

Bankura Zilla School

Similar Profiles

CREATE PROFILE
Amrit Ash