Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Dipanwita Chatterjee

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, India
06-2022

Completed high school (10+2) -

Sir Nripendranath Girls High School
Kolkata
03-2005

Completed Secondary education (10th) -

United Missionary Girls High School
Kolkata
01.2003

Skills

Knowledge in remote access tools and different CRM applications

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Interests

Cooking

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

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Dipanwita ChatterjeeSr. customer support analyst