KASTURI BASU
New Delhi
Summary
Customer-focused support professional with 7.5+ years of experience working with global B2B customers across banking, telecom, and digital platform environments. Experienced in acting as a primary point of contact, resolving customer queries, handling escalations, and supporting day-to-day usage of SaaS-based systems. Skilled in customer communication, service delivery, and cross-functional coordination to ensure timely issue resolution and strong customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Barclays
BA-3 -Personal Banker-Expert Support
04.2023 - Current
- Support B2B banking customers by handling service requests and account-related queries
- Act as a point of contact for customers and resolve operational and platform-related issues
- Work daily on AWS-hosted systems, Triumph, and internal expert support tools to investigate and close cases
- Manage escalations and complex issues through to resolution
- Communicate with customers through calls and emails to provide updates and solutions
- Coordinate with internal teams including operations, compliance, and product to ensure smooth service delivery
- Maintain service levels and ensure adherence to SLAs
Great Learning
Program Manager
03.2022 - 03.2023
- Supported day-to-day program and stakeholder operations
- Addressed learner and partner queries related to access, schedules, and program delivery
- Coordinated with internal teams to resolve issues and ensure smooth execution
- Managed communications through calls and emails
British Telecom
Business Support Advisor
12.2018 - 02.2022
- Improvising Customer Experience at all stages.
- Cloud Order Management with BT network.
- Handling UK customer’s escalation.
- Order to cash Management .
- Handling Operational goals, logistics and invoice on weekly basis
- Handling Escalations
- Trained in JIRA Support query raising and resolving.
- Regular follow ups and improvisations work updates with technical team.
Arvato-British Airways Process
Customer service Executive
10.2017 - 05.2018
- Tickets booking and seat allocation for customers through inbound calls
- Handling missing baggage queries by contacting airport baggage delivery.
Education
PGDM - Marketing and Finance
NEW DELHI INSTITUTE OF MANAGEMENT
Delhi12-2016
BBA(H) - HRM
INSTITUTE OF ENGINEERING AND MANAGEMENT
12-2013
Skills
Customer Success & Client Management
- Customer Success Support
- B2B Customer Management
- Client Calls & Email Support
- Stakeholder Coordination
Service Delivery & Operations
- Issue Resolution
- Escalation Handling
- SLA / TAT Management
- Service Delivery
Platforms & Tools
- AWS-based Systems
- Triumph
- Salesforce (British Telecom only)
- CRM Tools
Certification
- Beginner’s SQL
Languages
Bengali
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Barclays
BA-3 -Personal Banker-Expert Support
04.2023 - Current
Great Learning
Program Manager
03.2022 - 03.2023
British Telecom
Business Support Advisor
12.2018 - 02.2022
Arvato-British Airways Process
Customer service Executive
10.2017 - 05.2018
PGDM - Marketing and Finance
NEW DELHI INSTITUTE OF MANAGEMENT
BBA(H) - HRM
INSTITUTE OF ENGINEERING AND MANAGEMENT