Singing
Dwaipayan Biswas
Customer Care Specialist
Kolkata,WB
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Concentrix
03.2016 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Process Associate
Genpact - Google Offshore
04.2018 - 01.2019
- Provided professional services and support in a dynamic work environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Excellent communication skills, both verbal and written.
Senior Process Associate
Tata Consultancy Services PVT LTD
02.2019 - Current
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
- Conducted regular reviews of operations and identified areas for improvement.
- Monitored and reported on process performance to verify compliance with established standards.
- Worked well in a team setting, providing support and guidance.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Provided professional services and support in a dynamic work environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked as a team lead of a team
- Worked as a quality analyst to improve the quality performance of the team.
- Have an experience of dealing with client.
Education
High School Diploma -
Basirhat Town High School
Basirhat, India 04.2001 -
Bachelor of Science - Zoology
Taki Govt College
Taki 04.2001 -
Skills
Customer Relationship Management (CRM)
undefinedState
Haryana
Core Competencies
Have been handling a team over an year and have delivered expected performance under difficult situation. Worked as a support function at the same time with an excellent product knowledge. Worked as a quality analyst for more than 6 months while working as support function and acting team lead. Have an ability to work with different roles at the same time and have delivered quality work in all areas. Communication skill with leadership ability is the key factor. Always read to learn new tools and technology to improve personal skills as well as improve performance of the company. Ready to work in any location as per company requirement.
City
Kolkata
Interests
Sports
Reading
Timeline
Senior Process Associate
Tata Consultancy Services PVT LTD
02.2019 - Current
Process Associate
Genpact - Google Offshore
04.2018 - 01.2019
Customer Service Representative
Concentrix
03.2016 - 04.2018
High School Diploma -
Basirhat Town High School
04.2001 -
Bachelor of Science - Zoology
Taki Govt College
04.2001 -
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