ANUSHKA SENGUPTA

From the time I joined TCS, I have served many roles as an employee of TCS

• Firstly, I have worked as a customer service associate in a utility domain of a UK based client for gas and electricity which handled the customers from the United Kingdom and catered to their requirements
• Then during my tenure, I also worked for BFSI domain in manual testing, which was again a UK based client of Finance & Life Insurance.

Currently I am working as a Senior IT Analyst and Infrastructure Support in a Life Science domain for a US based client, and I am responsible to accomplish my daily activities assigned along with the other KPI which are as follows

• Assisting users with their system issues, application issues and troubleshooting while at office and at work from home.
• Meeting requirements of the project to allocate systems to all users in case of existing employees and new joiners.
• Recognizing existing user needs and replacing out of warranty assets.
• Guiding new joiners on their initial asset set up along with required application setup
• Floor visits in times of crisis and co-ordinating with the vendor to get hardware issues resolved.
• Formatting systems for users in resignation cases or if system crashes.
• Timely closure of internal tickets raised by associates ensuring that the issue is resolved.
• Providing end-to-end support to team members and addressing all queries for quick resolution and delivery
• Verify location of deploy hardware in correct organizational unit.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Resolve issues related to operational components for LAN, WAN and voice systems.

As an Assistant Manager for HR & Corporate Communications I was responsible for the below activities:

• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Reviewed sales and gross profit report to assess company efficiency.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Created employee schedules to align coverage with forecasted demands.
• Mentored team members to enhance professional development and accountability in workplace.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strategy to increase sales and drive profits.
• Monitored security to protect employees, customers and property.
• Increased employee performance and job satisfaction to strengthen retention and engagement.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Defined clear targets and objectives and communicated to other team members.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Managed senior-level personnel working in marketing and sales capacities.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Established team priorities, maintained schedules and monitored performance.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

As a GSA I was responsible to carry on the below services:

• Serving Elite Guest of Gold Tier, resolving their issues, queries, Flight Bookings
• Enrolling the Guest including Children as a part of the Frequent Flier Program through various processes
• Handling 80 to 90 calls on average per day
• Frequent assistance to junior agents as supervisor or SME (Subject Matter Expert) and handled supervisor calls as part of escalations.