DIP ROY
Information Processing Specialist
Kolkata
Summary
Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Fluency in English Speaking and writing. Committed to resolving problems and maintaining accurate metrics and reports. Enthusiastic Business process associate eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of issue and resolving and training in customer relation management. Motivated to learn, grow and excel in Customer service.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Business Process Associate
Tata Consultancy Services
Kolkata
09.2015 - Current
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed team communications and information for meetings.
- Increased customer satisfaction by resolving service issues.
- Handled 5 chats per hour to address customer inquiries and concerns.
- Identified objectives of EDF Energy by analyzing feedback, observing consumers and collecting surveys.
- Collected, arranged and input information into database system.
- Performed data entry operations to update database with customer responses.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
- Analyzed and assessed functional and organizational activities
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Collected, arranged, and input information into database system
- Developed effective improvement plans in alignment with goals and specifications
- Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features
- Mapped processes to holistically examine business flow and identify improvement opportunities
Senior Customer Service Executive
MET Technologies Private
Kolkata
10.2012 - 06.2015
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Communicated with customers to identify needs and expectations.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Offered free products or services to pacify irate or unsatisfied customers.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Resolved concerns with products or services to help with retention and drive sales.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Addressed on average 35 inbound customer calls daily
Senior Customer Service Executive
Bellovista
Kolkata
10.2011 - 03.2012
- Addressed on average 35 inbound customer calls daily.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Maintained customer account information database by canceling and updating customer accounts.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Conducted surveys to determine customer opinion of products and services.
- Evaluated interactions between associates and customers to assess personnel performance.
- Met customer call guidelines for service levels, handle time and productivity.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Customer Care Executive
Sai Desh-V-Desh Business Services Pvt. Ltd
Kolkata
04.2011 - 10.2011
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained and managed customer files and databases.
- Evaluated interactions between associates and customers to assess personnel performance
- Took ownership of customers issues to follow problems through to resolution
- Coordinated timely responses to online customer communication and researched complex issues
- Provided customers with updates and periodic statements on service developments and changes in trends
- Conducted surveys to determine customer opinion of products and services
- Maintained and managed customer files and databases
- Employed comprehensive benchmarks to establish and monitor customer service standards
Education
BBA - Business Administration And Management
The Asian School
Dehradun 09.2014 - 08.2020
Skills
Communications
undefinedAccomplishments
- Collaborated with team of 20 in the development of Employee Engagement.
- Resolved product issue through consumer testing.
Timeline
Business Process Associate
Tata Consultancy Services
09.2015 - Current
BBA - Business Administration And Management
The Asian School
09.2014 - 08.2020
Senior Customer Service Executive
MET Technologies Private
10.2012 - 06.2015
Senior Customer Service Executive
Bellovista
10.2011 - 03.2012
Customer Care Executive
Sai Desh-V-Desh Business Services Pvt. Ltd
04.2011 - 10.2011
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