Banani Biswas
Summary
Dynamic professional with a proven track record at Tata Consultancy Services, excelling in process flows and dispute resolution. Successfully enhanced workflow efficiency and compliance, while fostering strong client relationships. Adept at stakeholder management, I consistently drive customer satisfaction and engagement through strategic initiatives and effective communication.
Overview
12
12
years of professional experience
Work History
Process Associate
Tata Consultancy Services
03.2016 - Current
- Identified and resolved process issues to drive optimal workflow and business growth.
- Prioritized initiatives to increase success rates of strategic projects.
- Monitored and reported on process performance to verify compliance with established standards.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Senior Associate- OPS
WNS Global Services
02.2015 - 01.2016
- Trained and supported new team members, maintaining culture of collaboration.
- Analyzed customer data to identify trends and anticipate customer needs.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Customer Care Executive
EXL
10.2013 - 12.2014
- Took ownership of customers issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
Master of Arts -
Kakatiya University
Warangal, IndiaBachelor of Arts -
Calcutta University
Kolkata, IndiaSkills
- Dispute resolution
- Process flows
- Stakeholder management
- Call management
- Quality assurance
- Client relationship management
- Workflow management
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Timeline
Process Associate
Tata Consultancy Services
03.2016 - Current
Senior Associate- OPS
WNS Global Services
02.2015 - 01.2016
Customer Care Executive
EXL
10.2013 - 12.2014
Master of Arts -
Kakatiya University
Bachelor of Arts -
Calcutta University
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