Audacity
Barsa Saha
Secondment Content Designer & Developer (Former-Customer Finance Advisor)
Summary
- An experienced Customer Service Executive with over 3 years 10 months of experience in the IT/ITES industry providing high-quality service to ensure customer satisfaction
- Proven ability to establish and maintain excellent communication and relationships with clients
- Excellent reputation for resolving problems and improving customer satisfaction
- Dedicated to identifying customer needs and delivering effective solutions to all problems
- Excellent time management skills combined with a superior knowledge of the customer service industry
- Bilingual, hardworking, and ready to join my next team, equipped with a diverse and promising skill-set
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills
- Experienced acting SME/Mentor in past-managing team's performances
- Experienced as a Secondment Content Designer & Developer in the Learning & Development team with over 8 months dedicating towards training and growth of new hires in the organization
Overview
4
4
years of professional experience
20
20
years of post-secondary education
3
3
Languages
Work History
Customer Finance Advisor
Tech Mahindra Business Services Limited
Pune
03.2020 - Current
- Worked to achieve high customer satisfaction rates by providing optimal customer service
- Worked to ensure a positive and hassle-free customer experience.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Worked as an acting SME (Mentor) to help team members
- Applied for IJP (Internal Job Posting) and got promoted in April 2022, since then working as a Secondment Content Designer and Developer in the Learning & Development team of the organization
- Conducted research, gathered information from multiple sources and presented results.
- Prepared variety of different written communications, reports and documents.
- Exceeded goals through effective task prioritization and great work ethic.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Improved operations through consistent hard work and dedication.
- Used Microsoft Office and other software tools to create documents and other communications.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Designed and developed content for NHT (New Hire Training)
Customer Service Associate
Wipro Limited
Kolkata
10.2018 - 03.2020
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Developed and actualized customer service initiatives to decrease wait times.
- Offered basic technical support for clients on wide range of company products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Post-Graduate Diploma in Management - Human Resources Management
Welingkar Institute of Management
Mumbai 11.2021 - Current
Bachelor of Technology - Electronics And Communications Engineering
Adamas Institute of Technology
Kolkata 08.2014 - 08.2018
Indian School Certificate -
Central Modern School
Kolkata 08.2012 - 08.2014
Indian Certificate of Secondary Education -
Central Modern School
Kolkata 02.2000 - 08.2012
Skills
Customer service skills
Customer Relationship Management Software (CRM)
Customer relationship building
Customer engagement and assistance
Managing customer relationships
Customer inquiries
Acknowledgment of customer needs
Product promotions
Creative writing
Proofreading
Editing skills
Microsoft Office expertise
Course material creation
Training program development
Organizational performance
Flexible and Adaptable
Audacity Software Proficiency
Storyboarding
Complaint resolution
Technical Support
CRM
Accomplishments
- Supervised team of 20 staff members
- Used Microsoft Excel to develop tracking spreadsheets for NHT growth
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Achieved "Performer of the year" award/certificate in 2020 & 2021 consecutively by completing tasks with accuracy and efficiency.
Additional Information
CERTIFICATIONS FROM TRAINING / PROJECTS UNDERTAKEN:
- B.Tech Final year Industry project
Organization/Name of the Institute : AIRPORTS AUTHORITY OF INDIA
Project Title: COMMUNICATION,NAVIGATION & SURVEILLANCE
Worked on: CNS
Duration: 03-07-2017 to 31-07-2017
- Winner in Handwriting Competition presented by LINC in 2009
- Graduation in Fine Arts from SSOSP (Sarbabharatiya Sangeet O Sanskriti Parishad)
Software
Microsoft Word
Microsoft Excel
Microsoft Power Point
MS Outlook
Multimedia Softwares
Web Browsers
MySQL
Interests
Painting
Social Media Management
Creating videos
Editing videos
Cooking
Sharing reviews on Fashion/Beauty/Skincare products
Declaration
I hereby declare that all the statements and information provided by me above are true to the best of my knowledge.
Date:
Place: KOLKATA
(BARSA SAHA)
Timeline
Post-Graduate Diploma in Management - Human Resources Management
Welingkar Institute of Management
11.2021 - Current
Customer Finance Advisor
Tech Mahindra Business Services Limited
03.2020 - Current
Customer Service Associate
Wipro Limited
10.2018 - 03.2020
Bachelor of Technology - Electronics And Communications Engineering
Adamas Institute of Technology
08.2014 - 08.2018
Indian School Certificate -
Central Modern School
08.2012 - 08.2014
Indian Certificate of Secondary Education -
Central Modern School
02.2000 - 08.2012