Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
Accomplishments
Languages
Timeline
Generic
BANHI B DAS

BANHI B DAS

Bengaluru

Summary

Dynamic and versatile professional with 9+ years of experience spanning customer support, technical assistance, service recovery, and early childhood education. Proven expertise in handling high-volume queries, technical troubleshooting, recovery operations, and customer satisfaction initiatives. A strong communicator with a track record of process adherence, issue resolution, and cross-functional collaboration. Adaptable and proactive with a passion for delivering meaningful service across domains.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Advisor, Service Recovery Reds

PhonePe
06.2024 - Current
  • Handled a high volume of PhonePe account and transaction-related queries via phone and data channels, ensuring prompt and accurate resolution.
  • Seamlessly switched between voice and non-voice support platforms to optimize customer experience and reduce resolution time.
  • Adhered to defined SOPs and compliance protocols to ensure consistent and high-quality service delivery.
  • Built customer trust and loyalty by resolving concerns with empathy, accuracy, and professionalism.
  • Achieved and consistently surpassed daily productivity targets, contributing to overall team performance metrics.
  • Leveraged internal tools and knowledge bases to expedite troubleshooting and resolution processes.
  • Proactively escalated unresolved or complex issues to relevant departments, ensuring timely follow-up and resolution.
  • Identified and recommended process enhancements to improve customer experience and operational efficiency.
  • Educated customers on platform features and best practices to maximize their use of the PhonePe ecosystem.
  • Addressed customer grievances raised via consumer forums, ensuring satisfactory resolutions and protecting brand reputation.
  • Used the tools (Freshdesk, Avaya, Console, Google sheet, Google docs, Ingram) proficiently for helping the customers.

Tech Support at Hewlett-Packard (HP)

Mphasis Ltd
04.2023 - 05.2024
  • Assisted customers by providing step-by-step guidelines with technical support inquiries and troubleshooting for commercial PCs.
  • Trained and supported issues like Blue screen of Death, Operating System reinstallation, system not powering on/system not booting up, BIOS utility issues, etc.
  • Documented and tracked customer issues using a ticketing system to ensure quick resolution.
  • Assisted clients with general support for hardware, peripherals, network connections, and external software.
  • Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.
  • Provided remote technical support for clients (Small Business commercial PCs)
  • Used the tools (CDAX, Genesys Cloud, Global PS Case Notes Templates, Power apps) proficiently for helping the customers.
  • Got skilled in Phone & Email Technical Support
  • Dynamics 365 Software (Customer Service workplace)

Pre-Primary Teacher

MOTHER’S PUBLIC SCHOOL
06.2022 - 02.2023
  • Planned and delivered lessons aligned with curriculum objectives using diverse teaching methodologies.
  • Monitored student progress, managed support staff, and maintained consistent parent communication.
  • Conducted cultural programs and developed classroom management strategies.

Pre-Primary Teacher

DAV PUBLIC SCHOOL
06.2015 - 06.2022
  • Led LKG coordination for 2 years and served as Teacher Representative in PTCC.
  • Planned lessons, managed teaching assistants, and facilitated engaging classroom environments.
  • Conducted parent-teacher meetings, tracked student progress, and organized cultural activities.
  • Delivered orientations and on-campus training for teachers.

Education

Masters in Psychology - Counseling

Utkal University
01.2014

Skills

Customer & Technical Support:

- Service Recovery Query Resolution Process Improvement
- OS/BIOS Troubleshooting Remote Assistance Ticket Management

Tools & Platforms:

- Freshdesk Avaya CDAX Genesys Cloud Power Apps
- Google Workspace Dynamics 365 Ingram Console

Education & Soft Skills:

- Lesson Planning Classroom Management Parent Communication
- Strong Communication Empathy Time Management Multitasking

Certification

  • Co-authorship for book “Lakeer“ with Smt. Sumanlata & Sri Abhay Singha of Writer’s Villa Publication
  • Participation in the Symposium on “Autism” by Man Trust, Bhubaneswar
  • Capacity building Programme for PPTs by DAV School, BBSR
  • Teacher’s Training Programme in Child Centered Pedagogy by DAV, CDA
  • Certificate of Course completion on Windows 11 23H2
  • Certificate of Course completion on RRR(Responsibility Rapport Resilience Empathy Revolution- The Conclusion

Hobbies and Interests

Writing Diary, Sketching, Learning new languages

Accomplishments

  • Recognized for Growth mindset in HP
  • Recognized as Prime player for Operational Excellence by achieving 100% NPS scores for the month of Aug, 2023
  • Trainer from Odisha Zone (Pre-Primary) for the Capacity Building Programme by DAV CCE, Odisha in a National Forum.
  • Master Trainer in EEDP, Delhi
  • 2nd rank holder in Bachelor’s Degree

Languages

Odia
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Timeline

Advisor, Service Recovery Reds

PhonePe
06.2024 - Current

Tech Support at Hewlett-Packard (HP)

Mphasis Ltd
04.2023 - 05.2024

Pre-Primary Teacher

MOTHER’S PUBLIC SCHOOL
06.2022 - 02.2023

Pre-Primary Teacher

DAV PUBLIC SCHOOL
06.2015 - 06.2022

Masters in Psychology - Counseling

Utkal University

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BANHI B DAS