Bhaskarjyoti Kalita
Gurugram
Summary
Dynamic professional with a proven track record at American Express India Pvt. Ltd., excelling in customer service and team leadership. Expert in escalation management and analytical thinking, achieving a 100% certification rate in training new hires. Committed to enhancing service quality and driving team performance through effective coaching and problem-solving strategies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Customer Care Professional, Job Content Coach, SME
American Express India Pvt. Ltd.
Gurgaon
04.2019 - Current
- Worked as full-time support for ANZ Digital since October 2023, managing escalations, sup chats, SME email queries, and real-time support via Slack.
- Collaborated with leaders across departments while conducting CLIC, non-promoter, Complaints, VIBES, RCR, AFR, and SAC/Winback audits.
- Previously served as a Job Content Coach for a new hire batch in 2022, supporting tool navigation and query resolution.
- Experienced in assisting personal, business, and corporate card members with billing, payments, disputes, rewards, and AMEX offers. Consistently helped the ANZ team with process updates, CHC guidance, and skill development.
Auxiliary Learning Performance Specialist
American Express India Pvt. Ltd.
Gurgaon
09.2024 - 01.2025
- Trained a new hire batch for ANZ Digital Servicing, ensuring the team was fully prepared to deliver efficient digital customer support.
- Conducted daily random chat audits to maintain compliance, strengthen communication, and improve customer satisfaction. Skilled in coaching and providing constructive feedback to enhance performance and service quality.
- The training was successfully completed with a 100% certification rate.
Escalation Specialist (U-verse Technical, Blended, US Chat)
Convergys India Pvt. Ltd.
Gurgaon
04.2015 - 09.2018
- As an Escalation Specialist–Desk at Convergys (U-verse Technical), I handled complex and escalated customer issues, providing timely and effective resolutions.
- leveraged strong communication and problem-solving skills to ensure customer satisfaction while maintaining clear and consistent updates.
- Collaborating closely with cross-functional teams, I worked to resolve issues efficiently and enhance the overall customer experience. I also implemented preventive strategies to reduce future escalations and improve service quality.
Sr. Sales Specialist (U-verse Technical Sales, US Chat)
Johnkeells BPO
Gurgaon
02.2014 - 03.2015
- Selling AT&T U-verse products to US customers. Customer service and helping with pricing and promotions to buyers of IP based services (High Speed Internet, IPTV and VOIP). Maintaining monthly and daily targets as per company requirements.
Sr. Customer Care Executive (Simplexity, US Chat)
Expert Serv Solution
Gurgaon
05.2012 - 03.2014
- Assisting customers of wireless (cell phone buyers of US telecommunication companies such as AT&T, Verizon, T-Mobile, Sprint). Handling billing, shipping, exchange, return related issues. Maintaining monthly targets and daily targets as per client's requirements.
Customer Care Executive (Outbound call B2B)
India Mart
Gurgaon
02.2011 - 03.2012
- Calling business owner to enquire about their orders and due payments.
- Upselling products of India Mart for various businesses.
Customer Care Executive (Bharti Airtel, Inbound Call)
IBM Daksh
Kolkata
05.2009 - 07.2010
- Take calls of Airtel customers inquiring about activation, troubleshooting network issues, take complaints, etc.
Education
Graduation - Arts
Shobhit University
Skills
- Excellent customer service
- Leadership
- Problem-solving skills
- Escalation management
- Team management
- Conflict resolution
- Analytical thinking
- Microsoft Office
Certification
MCITP, Jetking, Gurgaon, 04/01/16, 09/30/16
Hobbies and Interests
- Travelling
- Driving & Riding
- Reading poems/short stories
- Listening music
- Situational social work
Languages
- English
- Hindi
- Bengali
- Assamese
Timeline
Auxiliary Learning Performance Specialist
American Express India Pvt. Ltd.
09.2024 - 01.2025
Lead Customer Care Professional, Job Content Coach, SME
American Express India Pvt. Ltd.
04.2019 - Current
Escalation Specialist (U-verse Technical, Blended, US Chat)
Convergys India Pvt. Ltd.
04.2015 - 09.2018
Sr. Sales Specialist (U-verse Technical Sales, US Chat)
Johnkeells BPO
02.2014 - 03.2015
Sr. Customer Care Executive (Simplexity, US Chat)
Expert Serv Solution
05.2012 - 03.2014
Customer Care Executive (Outbound call B2B)
India Mart
02.2011 - 03.2012
Customer Care Executive (Bharti Airtel, Inbound Call)
IBM Daksh
05.2009 - 07.2010
Graduation - Arts
Shobhit University