Summary
Overview
Work History
Education
Skills
Painting
Timeline
Generic
Isita Basu

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

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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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Isita BasuSenior Technical Support Associate