Isita Basu
Senior Technical Support Associate
Gurgaon
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Senior Technical Support Associate
Tech Mahindra
Noida
01.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Business Advisor
British Telecom GBS
Kolkata
03.2021 - 01.2022
- Recommended initiatives to improve performance and maximize return on sales incentives.
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
- Customer queries regarding troubleshooting/technical assistance across all product lines like TV, Landline, Broadband and E mail.
Senior Associate
Wipro Digital Operations and Platforms
Kolkata
01.2019 - 03.2021
- Worked varied hours to meet seasonal and business needs.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Troubleshot minor issues with equipment and tools.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Customer queries regarding billing and troubleshooting/technical assistance across all product lines like TV, Landline, Broadband and E mail.
- Queries from Business helpdesk to help the customers resolve any technical issues with the service.
Customer Service Specialist
Concentrix
Kolkata
03.2016 - 05.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed customer service improvement initiatives to decrease customer wait times.
Education
ISCE - Commerce
Central Modern School
Kolkata 04.2009 - 04.2011
ICSCE - All Subjects
Central Modern School
Kolkata 04.2007 - 04.2009
Bachelor of Arts - Humanities
Indira Gandhi National Open University
Kolkata 06.2018 - 12.2022
Skills
Desktop support
Technical issues analysis
Customer service expert
Network diagnostics
Technical Support
Painting
Completed diploma in sixth year from Bangiya Sangeet Parishad in Oil Painting, Sketches etc.
Timeline
Senior Technical Support Associate
Tech Mahindra
01.2022 - Current
Business Advisor
British Telecom GBS
03.2021 - 01.2022
Senior Associate
Wipro Digital Operations and Platforms
01.2019 - 03.2021
Bachelor of Arts - Humanities
Indira Gandhi National Open University
06.2018 - 12.2022
Customer Service Specialist
Concentrix
03.2016 - 05.2018
ISCE - Commerce
Central Modern School
04.2009 - 04.2011
ICSCE - All Subjects
Central Modern School
04.2007 - 04.2009