Cooking
Dipanwita Chatterjee
Sr. customer support analyst
Kolkata
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Google Adds Analyst
Cognizant
08.2025 - Current
- Analyzed user behaviors on websites using tools such as Google Analytics, Google Tag Manager, and Google Tag Assistant to provide actionable insights for improvements in user experience and site performance.
- Managed Google AdWords campaigns, improving overall click-through rate and cost per acquisition.
- Help the advertiser fix the tech issue of their existing ads, and guide them to create new add conversions.
Executive Operation
Starek
03.2024 - 01.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Sr. Tech Support Executive Wireless
Tech Mahindra
07.2021 - 04.2023
- Roles and responsibilities were to understand the ISP process to resolve cutomer issues in billing and mobile applications.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Up-sold products and services by promoting additional options to increase sales and revenue.
Quality Analyst
Wipro
11.2018 - 02.2021
- The role and responsibilities were to assure quality control of the orders created by the logistics coordinator, auditing the cases, and providing observation-based feedback. Also, the responsibility was to prepare a quality deck and attain quality calls on a weekly basis with the client to ensure that all quality parameters were met with zero non-compliance.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
Sr. Associate: ESCALATION desk
Wipro
09.2016 - 11.2018
- The role and responsibility were to understand and fix the technical issues of the customer, and to log fault tickets in various CRM applications. Understanding the customer's technical issue and providing a resolution regarding internet, broadband, landline, TV, and email.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
Customer Service Executive
Wipro
03.2014 - 09.2016
- Responsibility was to provide technical help to the UK-based customers remotely to fix broadband and TV-related issues, besides handling their billing queries.
- Responded to customer requests, offering excellent support and resolving queries in a timely manner.
Education
Bachelor of Arts - Arts
Indira Gandhi Open University
Kolkata, India06-2022
Completed high school (10+2) -
Sir Nripendranath Girls High School
Kolkata03-2005
Completed Secondary education (10th) -
United Missionary Girls High School
Kolkata01.2003
Skills
Knowledge in remote access tools and different CRM applications
Digital marketing
Microsoft excel and power point
Expertise in soft skills, communication skill, customer service skill
Interests
Travelling
Timeline
Google Adds Analyst
Cognizant
08.2025 - Current
Executive Operation
Starek
03.2024 - 01.2025
Sr. Tech Support Executive Wireless
Tech Mahindra
07.2021 - 04.2023
Quality Analyst
Wipro
11.2018 - 02.2021
Sr. Associate: ESCALATION desk
Wipro
09.2016 - 11.2018
Customer Service Executive
Wipro
03.2014 - 09.2016
Bachelor of Arts - Arts
Indira Gandhi Open University
Completed high school (10+2) -
Sir Nripendranath Girls High School
Completed Secondary education (10th) -
United Missionary Girls High School