Eshika Roy
Kolkata
Summary
- Seeking a challenging position with a market leader that offers professional growth while being resourceful, innovative, and flexible A hard-working person
- Keen learner with constant zest to acquire new skills.
Efficient Process Associate with comprehensive understanding of business process improvement and workflow management. Experienced in streamlining processes to enhance efficiency and productivity, utilizing expertise in data analysis and problem-solving abilities. Demonstrated success in contributing to team objectives, driving process enhancements and delivering high-quality results consistently.
Overview
5
5
years of professional experience
Work History
Process Associate
Capgemini
Kolkata
07.2022 - Current
- Evaluated customer needs and feedback to drive product and service improvements
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
Customer Support Executive for Zomato
Aegis Startek
Kolkata
10.2021 - 07.2022
- Listened to customers' questions and concerns to provide answers or responses
- Built strong relationships with field operations team to support business development opportunities and improve service
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Conducted surveys to determine customer opinion of products and services
- I was rewarded with best performer of the month for consecutive 3 months
- I also received multiple client appreciation for outstanding customer support
Customer Service Executive IJS process for Flipkart
Teleperformance
Mohali
01.2021 - 09.2021
- Provided company information and policies to customers upon inquiry and answered questions via phone or email
- Described product and service details to customers to provide information on benefits and advantages
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Because of an outstanding performance got an opportunity to worked as an SME just after 4 months
- As a SME, I trained myself in call auditing, couching and feedback and conducting knowledge enhancement and soft skill session
Customer Representative, ADVISOR I
Concentrix
Kolkata
09.2020 - 12.2020
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer calls and answer questions about products and services
- Collected customer information and analyzed customer needs to recommend potential products or services
Education
Post-Graduation (M.Sc) - Botany
West Bengal State University
Kolkata, West Bengal12.2020
Graduation (B.Sc) - Botany
Barasat Govt. College
Kolkata, West Bengal05.2018
Higher Secondary - Science
Purba Barasat Adarsha Vidyapeeth
Kolkata, West Bengal03.2015
Secondary - General
Purba Barasat Adarsha Vidyapeeth
Kolkata, West Bengal03.2013
Skills
- Couching and feedback
- Customer Inquiry Management (CIM)
- Training development
- Aptitude
- Love to take ownership
- Working in collaboration
- Flexibility
- Basic knowledge in ITIL
- Customer service
Hobbies and Interests
- Bridal Makeup Artist
- Travelling
- Pet lover
- Watching Movies
- Cooking
Projects
Herbarium Project, A systematic arranged collection of dried and mounted plants along with their label, mentioning their class, order, species, habitat etc. Thus, herbarium species help us to classify and distinguish plant species giving us a wider view of botanical knowledge., 3 Months, 01/01/18 - 03/31/18
Disclaimer
I hereby declare that the above mentioned information are true to the best of my knowledge and belief.
Languages
- English, Advanced (C1)
- Bengali, Advanced (C1)
- Hindi, Advanced (C1)
Personal Information
- Father's Name: Nitish Roy Chowdhury
- Blood Group: A+
- Date of Birth: 08/08/98
- Gender: Female
- Nationality: Indian
Timeline
Process Associate
Capgemini
07.2022 - Current
Customer Support Executive for Zomato
Aegis Startek
10.2021 - 07.2022
Customer Service Executive IJS process for Flipkart
Teleperformance
01.2021 - 09.2021
Customer Representative, ADVISOR I
Concentrix
09.2020 - 12.2020
Post-Graduation (M.Sc) - Botany
West Bengal State University
Graduation (B.Sc) - Botany
Barasat Govt. College
Higher Secondary - Science
Purba Barasat Adarsha Vidyapeeth
Secondary - General
Purba Barasat Adarsha Vidyapeeth