ANGSHUMAN DEB

Ensured seamless transactions by monitoring ATM health through ESQ platforms.
Handled SQL job performance and conducted storage housekeeping to enhance system availability.
Facilitated VA patching, disaster recovery drills, and periodic upgrades for infrastructure stability.
Resolved hardware/software issues across ATMs, focusing on card readers and cash dispensers.
Collaborated with OEMs, CIT vendors, and telco providers to address technical faults promptly.
Produced daily reports detailing downtime events, transaction failures, and vendor SLAs.
Sustained data flow integrity between ATMs and ESQ servers via real-time diagnostics.
Performed preventive maintenance audits while implementing lasting solutions for recurring faults.

• Supported Airtel postpaid customers with mobility, broadband, and data card services.
• Addressed customer inquiries regarding bills, plans, and network issues.
• Calmed dissatisfied customers to restore trust and ensure effective problem resolution.
• Resolved an average of 30 customer issues daily while consistently meeting performance targets.
• Enhanced customer satisfaction through efficient issue resolution processes.
• Achieved Top Gun Award for best performance eight times.
• Received client recognition twice for outstanding service delivery.

• Responded to customer inquiries regarding account details, policies, and products.
• Maintained customer accounts, including managing lost/stolen checks and stop payments.
• Cross-sold bank products aligned with customer needs and bank standards.
• Processed service requests such as additional checks and address changes.
• Resolved customer inquiries and check issues requiring follow-up actions.
• Assisted customers with technical issues during online account access.
• Managed daily queries from over 80 customers while achieving 98% SLA compliance.
• Reduced follow-up ticket volume by 30% through effective issue resolution.

• Managed customer queries regarding products and services across multiple countries, including UK, Italy, and USA.
• Provided technical troubleshooting for mobile and SIM-related issues.
• Delivered multilingual support to accommodate diverse customer needs.
• Facilitated floor support for on-the-job training (OJT) and nesting agents.
• Rendered chat support to address customer inquiries efficiently.

• Managed over 1,000 AXIS Bank ATMs across India through centralized operations.
• Ensured optimal uptime by coordinating with CIT, link, and UPS vendors.
• Handled customer escalations and technical issues utilizing ESQ platform.
• Monitored system health, raised incidents, and tracked resolutions in ESQ.
• Provided backend support to ensure real-time service continuity.
• Reduced escalation resolution time by 40% through effective vendor coordination.
• Logged and resolved over 300 incidents monthly via ESQ, decreasing repeat issues by 18%.

• Cultivated strong relationships with existing customers, driving retention and loyalty.
• Executed complete client services to meet production targets effectively.
• Facilitated all customer interactions from property selection to site visits and final booking.