Debayan Goswami

Job Responsibility:

As a Team Lead, my job was like the below.

• Making daily, weekly and monthly reports.
• Managing Login Hours/AHT/Attrition/Shrinkage/Quality/CSAT.
• Achieving KRA and KPI.
• Pre-shifting, post-shift, or on-shift briefings to the agents on ongoing and new launch products, offers, etc as per requirements.
• Monitoring live/recorded chats, calls & emails and giving feedback to the agents.
• Providing Floor Support, Break Management and Real-time assistance to meet the client requirements.
• Giving review to the project head in the presence of the client.

• Worked as a Sr. Executive at MakeMyTrip.com process Concentrix Daksh Services Pvt. Ltd from 4th April 2017 to 21th September June 2024 worked on domestic and international flights. Working on different Global Distribution System platforms, such as Amadeus, Galileo and Spark.

Job Responsibility:-

• As a senior call center executive, my job profile was to handle customer queries for MakeMyTrip.com.
• Modifications on Airline PNR such as date change, name correction and any Amendment services.
• Managing the floor, taking escalation calls, and giving training to the team about ongoing and new launch products, offers, etc.
• Repairing RCA.

• Worked as a Customer Care Executive to Sr.Customer Care Executive For Getit Info Media and Reliance digital TV.

Job Responsibility:

• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints in a timely manner by coordinating with relevant stakeholders.
• Handle escalation tickets.
• Troubleshooting.
• Handling escalation call.