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
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
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