Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
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Bipasha Bose

Bipasha Bose

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

7
7
years of professional experience

Work History

Customer Delight Executive

Bundl Technologies Pvt Ltd
08.2019 - 06.2020
  • Handling live chat for Swiggy Daily customers
  • Customer servicing sand resolving/escalating customer issues or grievances
  • Compiling and organizing process knowledge tests for the team
  • Outbound calling to Swiggy Daily customers fresh customers for feedback on the delivery services and Daily kitchen food
  • Calling unhappy customer and retaining customers on the Swiggy platform
  • Informing customers about the services provided by Swiggy Daily and improve conversions
  • Analyzing and collating call findings and sharing it with the team lead for process improvement and development
  • Making calls to the delivery partners for checking on live orders as per requirement
  • Handling live chat for customer queries and grievances using the Swiggy Stores service
  • Assisting customer on chat in finding/cancelling/scheduling their orders
  • Handling live chats for Swiggy BAU customer and providing solutions to customer queries
  • Coordinating with delivery partners to address any delivery issues and reaching out to Kitchens as and when required.

Senior Executive

Medi Assist TPA India Pvt. Ltd, Assist
02.2018 - 08.2019
  • Handling IBM employee queries related to insurance claims on tickets generated on a daily basis
  • Educating employees about the policy norms and provide proper solutions to the tickets within the required SLA
  • Updating, reviewing and managing employee profiles on the Medi Assist portal
  • Screening and reviewing the claim documents before forwarding to processing team
  • Coordinating with the processing team in order to manage the claim process across till the end
  • Making calls (if required) to the employees to enquire about the ailment and documents as well provide solutions related to claim processing.

Senior Counselor

ISBR Business School
03.2017 - 12.2017
  • Making calls to the prospective candidates and guide them with online registrations
  • Communicating with the candidates and scheduling interviews for the admission selection
  • Interacting with the walk-ins (students and parents) and educating them about the future prospects with ISBR and the courses offered
  • Administrating the students on boarding formalities and the hostel allotment procedures
  • Addressing student's grievances and co coordinating the same with the management., The responsibilities in MAAC GP, Kolkata included:
  • Interacting with the students as well as their parents and providing them the demo of the courses as well as explaining them the career aspect in animation and VFX which MAAC provides
  • Regular follow ups and conversion of leads
  • Administrating the students on boarding formalities and cascading the same with the pupils
  • Conducting and organizing in house seminars
  • Developing training program curriculum aligned with department goals and objectives
  • Duties comprised MIS reports, collection and management of databases, preparing various reports on a daily/weekly basis, handling student/ grievances, building relations and sorting out problem areas.

Counselor

Maya Academy of Advanced Cinematics
04.2013 - 11.2016
  • Interacting with the students as well as their parents and providing them the demo of the courses as well as explaining them the career aspect in animation and VFX which MAAC provides.
  • Regular follow ups and conversion of leads.
  • Administrating the students on boarding formalities and cascading the same with the pupils.
  • Conducting and organizing in house seminars.
  • Developing training program curriculum aligned with department goals and objectives.
  • Duties comprised MIS reports, collection and management of databases, preparing various reports on a daily/weekly basis, handling student/ grievances, building relations and sorting out problem areas.

Education

Bachelor degree - Media Science

NSHM Institute of Media & Communication
Kolkata
06.2012

Skills

  • Active Listening
  • Customer Relations
  • Account Management
  • Staff Training
  • Customer Retention Strategies
  • Problem-Solving Ability
  • Client Needs Assessment
  • Outbound Calling
  • Data Analysis
  • Verbal and Written Communication
  • Cold Calling
  • Microsoft Office
  • Behavioral Interviewing

Accomplishments


  • Customer Relations - Won the Platinum Performer Award for best performance in customer satisfaction, in Swiggy 2020 Q1 R&R.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)

Timeline

Customer Delight Executive

Bundl Technologies Pvt Ltd
08.2019 - 06.2020

Senior Executive

Medi Assist TPA India Pvt. Ltd, Assist
02.2018 - 08.2019

Senior Counselor

ISBR Business School
03.2017 - 12.2017

Counselor

Maya Academy of Advanced Cinematics
04.2013 - 11.2016

Bachelor degree - Media Science

NSHM Institute of Media & Communication

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Bipasha Bose