Atanu Das Mahapatra
Hyderabad
Summary
Dynamic Customer Success Manager with a proven track record at Vyzy Private Limited, leveraging customer feedback to enhance user experience. Skilled in API integration and quality management, I excel in process improvement and strategic planning, driving customer retention and satisfaction. Passionate about delivering exceptional service and fostering team collaboration.
Overview
8
8
years of professional experience
Work History
Customer Success Manager/ QA Tester and Assurance
Vyzy Private Limited
11.2024 - Current
- Provide technical support to users and clients for the Konnector tool, troubleshooting issues and ensuring seamless functionality
- Gather client feedback and feature requests, collaborating with the development team for enhancements
- Conduct API integration testing to validate functionality, performance, and security
- Identify, document, and track software bugs, working closely with developers for timely resolution
- Perform manual and automated testing of new features, ensuring compliance with quality standards
- Execute test cases, regression testing, and usability testing to improve software reliability
- Develop and maintain test plans, test cases, and documentation for QA processes
- Ensure seamless user experience by validating UI/UX consistency across different platforms
- Monitor system performance and report anomalies, proactively preventing potential issues
- Support cross-functional teams by providing insights from QA testing to enhance product quality
- Assisting users and clients with their queries and issues related to usage of the tool Konnector
- Understanding feature requests from clients and making coordinating the same with the Dev team
- Focusing on development and API integration of the tool to provide clients seamless user experience
- Catering to technical issues and raising tickets to Dev team to ensure quick resolution
- Testing new features and integration on Stage and providing updates related to any bugs or any improvement
- Helping in overall development of the organization streamlining processes for Sales and technical team
Resource Management Analyst / Escalations Specialist
Tata Consultancy Services
Kolkata
11.2019 - 12.2023
- Providing prompt resolutions to customer inquiries via messages or voice calls, ensuring exceptional service
- Taking ownership of cases, managing escalations, and rectifying billing errors
- Identifying customer needs, swiftly resolving issues, and offering effective solutions to achieve high first-time resolution rates
- Capitalizing on upselling opportunities when they arise, promoting additional products
- Adhering to project guidelines to uphold clarity and integrity in all interactions
- Maintaining detailed daily project reports, documenting allocations and operational activities
- Generating reports and documents as required by management
- Sharing and analyzing RGS reports, facilitating strategic planning for the upcoming quarter
- Preparing month-end reports and managing UA reports
- Collaborating with Resource Management to ensure optimal headcount and project allocations
- Providing HR support by conducting interviews and aligning billable allocations as needed
Technical Support Executive
Tele Performance
Jaipur
09.2018 - 10.2019
- Troubleshot potential software problems via remote sessions through calls or chats
- Assisted customers in activating and installing Adobe products such as Acrobat Professional, Photoshop Elements, Premiere Elements, and various paid Adobe subscriptions
- Educated customers by guiding them through troubleshooting steps, providing timely resolutions, and aiming to deliver exemplary customer service
- Retained dissatisfied customers by resolving exact issues through thorough support and offering discounted pricing solutions
- Displayed courtesy and strong interpersonal skills during all customer interactions, maintaining composure and patience in the face of difficult situations
- Consistently maintained monthly metrics in the green, including call duration, number of calls or chats per shift, and customer satisfaction ratings
- Analyzed customer feedback to identify recurring issues and developed solutions to enhance the overall customer experience
- Collaborated with the product development team to identify and resolve more software bugs, leading to a substantial decrease in customer-reported issues and increased product reliability
- Conducted training sessions for new hires on technical troubleshooting techniques, resulting in improvement in first-call resolution rates and overall customer satisfaction
Practitioner
Concentrix
Kolkata
08.2017 - 02.2018
- Delivered prompt, reliable, and accurate information to customers, ensuring effective communication during interactions
- Achieved timely resolutions while maintaining the highest standards of quality support in each customer interaction
- Informed customers about support options and the steps in resolving their issues
- Assisted customers in resolving service-related issues following documented procedures and processes
Education
B.A. - English
Rourkela College
Rourkela01.2016
Skills
- Customer Feedback Utilization
- Team Handling
- Process Improvement Strategies
- Strategic Planning & Decision Making
- Core Competencies
- Customer Experience Enhancement
- Service Level Agreement Compliance
- Customer Retention
- Quality Management Practices
- Service Recovery Procedures
- Trainings & Development
- MS Excel
- SQL
- HTML
- CSS
- JAVASCRIPT
Accomplishments
- Implemented a new customer feedback system that resulted in substantial increase in response rates, providing valuable insights for service improvement initiatives.
- Acted as a first point of contact for the customer making sure that the query gets resolved at this stage in minimum TAT possible.
Languages
- English
- Hindi
- Bengali
- Odia
Personal Information
Date of Birth: 06/01/94
Summary
Versatile Professional having expertise in delivering exceptional customer service and technical support within the IT sector, showcasing strong collaboration skills in both independent and team settings. Targeting to leverage expertise in customer inquiries, technical troubleshooting, and team collaboration in a challenging customer service role within the technology industry., Customer Feedback Utilization, Team Handling, Process Improvement Strategies, Strategic Planning & Decision Making, Customer Experience Enhancement, Service Level Agreement Compliance, Customer Retention, Quality Management Practices, Service Recovery Procedures, Trainings & Development, Escalation Management, Cross-Functional Collaboration
Timeline
Customer Success Manager/ QA Tester and Assurance
Vyzy Private Limited
11.2024 - Current
Resource Management Analyst / Escalations Specialist
Tata Consultancy Services
11.2019 - 12.2023
Technical Support Executive
Tele Performance
09.2018 - 10.2019
Practitioner
Concentrix
08.2017 - 02.2018
B.A. - English
Rourkela College
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