Moumita Bhattacharjee

• Demonstrate effective, clear and professional written and oral communication through cases or tickets.
• Provide prompt and efficient service by taking ownership to Customers and Account Managers including the appropriate escalation of Customer’s issues
• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Contribute to a positive team environment and proactively aids team members with difficult contacts as needed
• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Liaise with other departments and teams as required to resolve Customer issues and questions

Monitor and moderate the online reputation of the client by the usage of SOP strategy. o Perform Data Analysis in research in various systems and tracking tools.

o Investigate and resolve issues regarding contents that are reported for account support and/or safety: - Flag for action and resolve within agreed- upon turnaround time (TAT) and standards of quality.

o Understand and remain up to date to client policies and guidelines. Resolve enquiries according to defined policies and procedures.

o Full-fill base productivity and quality requirements.

o Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/ problems.

o Assess and resolve non-standard and standard issues or problems.

o Seek advice and escalate issues when faced with tasks or problems outside the scope of the work.

o Assess training needs and work with the team to produce plans that need requirements. o Calibrate between existing team and operations.

o Help the team learn and understand the bigger picture/ peer to peer touch point through SOP management.

Monitor and moderate the online reputation of the client by the usage of SOP strategy. o Perform Data Analysis in research in various systems and tracking tools.

o Investigate and resolve issues regarding contents that are reported for account support and/or safety: - Flag for action and resolve within agreed- upon turnaround time (TAT) and standards of quality.

o Understand and remain up to date to client policies and guidelines. Resolve enquiries according to defined policies and procedures.

o Full-fill base productivity and quality requirements.

o Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/ problems.

o Assess and resolve non-standard and standard issues or problems.

o Seek advice and escalate issues when faced with tasks or problems outside the scope of the work.

o Assess training needs and work with the team to produce plans that need requirements, training execution, provide OJT, connect and present Power point presentations via Zoom or MS Teams call.

o Calibrate between existing team and operations.

o Help the team learn and understand the bigger picture/ end to end of the process.