Pallabi Chakraborty
Bangalore
Summary
Senior Customer Support Specialist with 9 years of experience in performance reporting and KPI management. Expertise in analyzing customer data to implement process improvements and boost satisfaction levels. Bilingual communicator with advanced proficiency in MS Excel, promoting teamwork to achieve operational goals.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Specialist
Blink Charging (Sema Connect -Bangalore)
Bangalore
10.2024 - Current
- Reviewed global usage reports and allocated charged hours for accuracy.
- Prepared and analyzed weekly and monthly utilization reports, capturing standard and charged hours.
- Compiled product usage reports and revenue metrics to support business assessments.
- Developed billing schedules based on charged hours, facilitating timely invoicing for clients.
- Formulated variance analysis reports on utilization percentages, providing insights for management decisions.
- Analyzed customer data to identify trends in usage patterns.
- Maintained comprehensive records of customer interactions and product engagement.
- Monitored team performance through KPI reports to ensure accountability.
Customer Service Support Associate
Mashreq (Bangalore)
Bangalore
05.2023 - 09.2024
- Reviewed global usage report to identify key performance indicators.
- Compiled product usage reports and revenue metrics to support business objectives.
- Analyzed customer data to uncover trends in usage patterns.
- Evaluated month-to-date and year-to-date financial performance, identifying root causes of variances.
- Managed calls from international banking customers based in UAE, resolving inquiries efficiently.
- Addressed queries and maintained accounts for VIP customers to ensure satisfaction.
- Responded to customer emails, coordinating with internal teams for follow-up.
- Handled escalation calls, providing detailed reports to supervisor for resolution.
PROCESS ASSOCIATE
Genpact
Bangalore
02.2022 - 05.2023
- Managed banking customer calls, addressing queries and resolving issues efficiently.
- Maintained accounts for VIP customers to ensure premium service.
- Handled customer emails while providing detailed reports to supervisor.
- Reported directly to supervisor on customer interactions and account statuses.
Customer Support Associate
Aegis
Kolkata
01.2021 - 01.2022
- Managed customer calls and chats to resolve inquiries and issues efficiently.
- Published weekly rosters and reports to maintain operational transparency.
- Delivered daily reports to process manager for performance tracking.
Customer Support Associate
Tech Mahindra
Kolkata
03.2020 - 11.2020
- Managed customer calls to address inquiries and resolve issues promptly.
- Prepared daily reports to track performance and client interactions.
- Conducted follow-ups with assistant manager on unresolved customer concerns.
Guest Experience Manager
Fusion BPO Services
Kolkata
08.2019 - 01.2020
- Managed customer bookings to enhance operational efficiency.
- Handled incoming customer calls and addressed inquiries promptly.
- Compiled reports and rosters to support team operations.
- Collaborated with senior manager for strategic follow-up actions.
- Resolved customer issues to improve satisfaction levels.
Customer Care Executive
Apollo Clinic
Kolkata
11.2018 - 08.2019
- Generated daily reports for centre head to support operational decisions.
- Coordinated with various teams to ensure seamless communication and task completion.
- Followed up with doctors regarding appointments and patient care updates.
- Managed corporate mail and customer inquiries to enhance service efficiency.
- Handled phone calls and managed front desk operations, ensuring prompt assistance.
- Scheduled doctor’s appointments and maintained OPD timings for optimal patient flow.
- Provided special attention to VIP customers to enhance their experience.
- Supervised floor operations to maintain high standards of service delivery.
RECEPTIONIST
Greenpark Clinic
Kolkata
05.2016 - 09.2018
- Reported daily to center head regarding operations and patient management.
- Facilitated communication with doctors to ensure prompt follow-up on patient needs.
- Collaborated with teams to address interdepartmental inquiries effectively.
- Managed corporate mail to ensure timely distribution and response.
- Addressed patient queries to enhance service satisfaction.
- Coordinated doctor appointments to optimize scheduling efficiency.
- Handled customer calls, providing necessary information and assistance.
- Processed billing tasks accurately to maintain financial integrity.
Education
Bachelor of Commerce in Accountancy -
Vinayaka Missions Sikkim University
Skills
- Performance reporting and KPI management
- Records management
- Advanced MS Excel
- MS Word and PowerPoint
- Team management and coordination
- Process improvement strategies
- Training and development
- Analytical and organizational skills
- Interpersonal communication skills
- Professional phone etiquette
- Bilingual communication (English and Hindi)
- Collaborative teamwork skills
PERSONAL DETAILS
- Date of birth : January 15, 1997
- Languages Known : English, Hindi and Bengali
Timeline
Senior Customer Support Specialist
Blink Charging (Sema Connect -Bangalore)
10.2024 - Current
Customer Service Support Associate
Mashreq (Bangalore)
05.2023 - 09.2024
PROCESS ASSOCIATE
Genpact
02.2022 - 05.2023
Customer Support Associate
Aegis
01.2021 - 01.2022
Customer Support Associate
Tech Mahindra
03.2020 - 11.2020
Guest Experience Manager
Fusion BPO Services
08.2019 - 01.2020
Customer Care Executive
Apollo Clinic
11.2018 - 08.2019
RECEPTIONIST
Greenpark Clinic
05.2016 - 09.2018
Bachelor of Commerce in Accountancy -
Vinayaka Missions Sikkim University
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