INTIKHAB ALAM
Customer Service
Kolkata
Summary
Seeking for a challenging career in Customer Service and gaining experience in the field by utilizing my skills in order to increase productivity of the organization.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
Work History
Customer Service Associate
Accenture
Gurugram
09.2022 - 06.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
Customer Relation Advisor
Tech Mahindra
Pune
07.2017 - 04.2022
- Establishes policies by entering client information, confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
- Achievements:
- Attained a 98% customer satisfaction level through demonstration of highly effective query response and problem resolution strategies
- Streamlined the calls forwarding mechanism and synchronized various customer databases to reduce average call processing time by 5 minutes
Senior Associate
Wipro
Kolkata
05.2015 - 07.2017
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Managed customer relations through communication and helpful interactions.
- Analyzed customer data to identify trends and anticipate customer needs.
Practitioner
IBM
Kolkata
12.2012 - 11.2014
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
Education
12th - Arts
Central Model School
Kolkata 04.2008 - 05.2010
10th - Commerce
Young Horizons School
Kolkata 01.1998 - 04.2008
Skills
Adaptable with circumstancesOverzealousCoherentLeadershipPermanent Address7/H/13 Ahiripukur 2nd Lane Akbar Manzil 2nd Floor, Beck Bagan
Inbound and outbound calling
Quality assurance
Negotiation
Receiving support
Complaint resolution
International sales support
Timeline
Customer Service Associate
Accenture
09.2022 - 06.2023
Customer Relation Advisor
Tech Mahindra
07.2017 - 04.2022
Senior Associate
Wipro
05.2015 - 07.2017
Practitioner
IBM
12.2012 - 11.2014
12th - Arts
Central Model School
04.2008 - 05.2010
10th - Commerce
Young Horizons School
01.1998 - 04.2008