Dalia Saha
Customer Support Specialist
Summary
7.5 years of comprehensive work experience in different roles in the ITES industry. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
19
19
years of post-secondary education
Work History
Customer Experience Specialist
Etech Global Services
2 2023 - Current
- Providing chat support 24*7 for telecommunication domain
- Responded to high volume of incoming chats utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Guiding customers towards their preferred services & solutions
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Up selling of the telecom products.
Sr. ITES Executive
iMerit Technology Services Pvt. Ltd.
12.2017 - 08.2022
- Working in the field of On Demand Data Service.ing
- Working on projects where the output is used in the domain of machine learning and NLP
- Helping companies across different domains by fulfilling their data processing needs
- Participating in different kinds of projects like Data Annotation, taxonomy, data interpretation, content classification, and sentiment analysis.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Boosted team productivity by providing comprehensive training, mentorship, and performance evaluations.
Customer Service Associate (CSE)
OnProcess Technologies
04.2017 - 08.2017
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Looked after billing for our client
- Audit of data from client servers & available documents
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigating claims history and weeding out duplicate claims
- Updating of validated data on client site web tool.
Geographic Information System (GIS) Analyst
GlobalLogic Technologies Ltd
02.2016 - 02.2017
- Enhanced GIS data accuracy by conducting comprehensive spatial analysis and data validation.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
- Managed large-scale geodatabase projects, ensuring timely delivery of high-quality GIS products to clients.
- Resolved user queries on Google Map Making
- Enhancement and Customization of Google Map as per user requirements.
Education
B.Tech - Information Technology
JIS College of Engineering
Kalyani, India 04.2001 - 04.2013
Science Education
West Bengal Council For Higher Secondary Education
Kolkata, India 04.2001 - 04.2008
Secondary - General Studies
West Bengal Board of Secondary Education
Kolkata, India05.2006
Skills
Request management
Customer Service
Microsoft Office
Client Advocacy
Proficient in English and vernacular languages
Problem-Solving
Customer service excellence
Understanding Customer Needs
Customer Relations
Complaint resolution
Personal Information
- Date of Birth: 04/04/1990
- Marital Status: Married
Languages
English, Bengali, Hindi
Timeline
Sr. ITES Executive
iMerit Technology Services Pvt. Ltd.
12.2017 - 08.2022
Customer Service Associate (CSE)
OnProcess Technologies
04.2017 - 08.2017
Geographic Information System (GIS) Analyst
GlobalLogic Technologies Ltd
02.2016 - 02.2017
B.Tech - Information Technology
JIS College of Engineering
04.2001 - 04.2013
Science Education
West Bengal Council For Higher Secondary Education
04.2001 - 04.2008
Customer Experience Specialist
Etech Global Services
2 2023 - Current
Secondary - General Studies
West Bengal Board of Secondary Education