Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

ANUSUA DALAI

Technical Support Executive
Kolkata
ANUSUA DALAI

Summary

Seasoned Technical Support Executive skillfully leading troubleshooting and issue resolution. Over 4 years proficiently guiding problem fixes, outlining assessment standards and promoting training initiatives. Skillfully direct critical maintenance services to streamline operations.

4 Years of track record for collaborating with senior management to implement company-wide policies. Having expertise in resolving issues in customer-focused environments. Possess comprehensive knowledge of technical support procedures. Skilled in identifying and resolving complex operational problems.

Overview

5
years of professional experience
3
years of post-secondary education
4
Certificates
2
Languages

Work History

Tata Consultancy Services
Kolkata

Technical Support Executive
03.2022 - Current

Job overview

  • Extended analysis to assist technology team efforts to escalate and resolve issues.
  • Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
  • Supervised technical support staff service operations and assisted with maintenance advisory.
  • Analyzed and developed service goals for in-bound call center.
  • Tracked KPIs and created continuous improvement plans.
  • Increased customer satisfaction ratings.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.

Hewlett Packard Enterprise
Bangalore

Technical Support Engineer
02.2021 - 10.2022

Job overview

  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Updated and maintained current customer support database.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Maintained response times to support business continuity.

Go Airlines Pvt. Ltd
Kolkata

Customer Support Executive
11.2019 - 02.2022

Job overview

  • Listened to customers' questions and concerns to provide answers or responses.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Conducted surveys to determine customer opinion of products and services.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Provided customers with updates and periodic statements on service developments and changes in trends.
  • Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Jackson Records
Kolkata

Operations Supervisor
08.2018 - 10.2019

Job overview

  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Motivated and trained employees to maximize team productivity.
  • Analyzed department metrics and performance and reported findings to management.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Negotiated with distributors to find quality products and best prices.

Education

Asutosh College
Kolkata

Bachelor of Arts from Journalism And Mass Communication
07.2017 - 06.2020

University Overview

Skills

Team Building

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Certification

Advanced Excel

Timeline

Technical Support Executive
Tata Consultancy Services
03.2022 - Current
Technical Support Engineer
Hewlett Packard Enterprise
02.2021 - 10.2022
Customer Support Executive
Go Airlines Pvt. Ltd
11.2019 - 02.2022
Operations Supervisor
Jackson Records
08.2018 - 10.2019
Asutosh College
Bachelor of Arts from Journalism And Mass Communication
07.2017 - 06.2020

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ANUSUA DALAITechnical Support Executive