Asmita Ghosh
Senior Customer Support Specialist
Hyderabad
Summary
Results-oriented professional with 4 years of experience, skilled in data analysis, risk assessment, and identifying anomalies, eager to apply analytical and problem-solving skills to combat fraudulent activities and protect assets.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support Specialist
Blink Charging Pvt. Ltd.
11.2024 - Current
- Managing business performance and providing coaching, including training on identifying and escalating unusual customer behaviors or transaction patterns to ensure compliance and mitigate potential risks.
- Trained agents and clients on process policies and updates, ensuring adherence to KPIs and enhancing process knowledge through quizzes.
- Executed customer service strategies, achieving a 70% customer satisfaction rate while also maintaining vigilance for and reporting any suspicious account activities.
- Executed customer service strategies for EV charging portals, Rentals, and Blink charging/Mobility/Envoy accounts for USA and UK, achieving a customer satisfaction rate of 70%.
Process Associate
Genpact India Pvt. Ltd.
04.2022 - 10.2024
- Monitored clients' progress and adjusted goals, improving process adherence by 100% through tailored feedback and goal setting, while also ensuring all processes were followed to prevent errors or potential misuse.
- Trained team members on process policies and updates, enhancing knowledge retention and adherence to KPIs, specifically emphasizing adherence to strict guidelines to minimize operational risks.
Content curation Analyst
Virtusa Consultancy Pvt. Ltd.
04.2021 - 01.2022
- Utilized the EWOQ tool to audit and escalate tickets based on specific criteria, ensuring content accuracy and compliance by meticulously identifying and addressing policy violations or suspicious patterns.
- Monitored industry trends and identified relevant content opportunities, enhancing content quality across digital platforms while also ensuring adherence to strict guidelines to prevent misrepresentation or fraudulent content.
Education
MBA - Finance and marketing
Supreme Knowlegde Foundation Group Of Institution
Kolkata, India 05.2020 - 07.2022
B.Tech - Electronics and Telecommunications
Gargi Memorial Institute of Technology
Kolkata, India 05.2017 - 06.2020
Diploma - Electronics and Telecommunications
The New Horizons Institute of Technology
Kolkata, India 08.2014 - 06.2017
Skills
- Proficient in MS PowerPoint
- MS Excel spreadsheet management
- Skilled in MS Word functionalities
- Experienced with Google Sheets
- Experienced in creating surveys with Google Forms
- LMS administration
Timeline
Senior Customer Support Specialist
Blink Charging Pvt. Ltd.
11.2024 - Current
Process Associate
Genpact India Pvt. Ltd.
04.2022 - 10.2024
Content curation Analyst
Virtusa Consultancy Pvt. Ltd.
04.2021 - 01.2022
MBA - Finance and marketing
Supreme Knowlegde Foundation Group Of Institution
05.2020 - 07.2022
B.Tech - Electronics and Telecommunications
Gargi Memorial Institute of Technology
05.2017 - 06.2020
Diploma - Electronics and Telecommunications
The New Horizons Institute of Technology
08.2014 - 06.2017
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