Pooja Chakraborty
Senior customer support Analist
Bangalore,KA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Representative
Concentrix Daksh Pvt Ltd
India
04.2016 - 05.2018
- Worked for the process Etisalat.
- Assisted customer with their Home services and mobile services as per the plan taken by the customer.
- Resolved possible issues over remote access. Through tools provided
- Worked on complaint management tool for issue that cannot be fixed remotely.
- Worked on tickets in priority basis.
- Also assisted prestige customers with the TAT provided.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Managed inventory to provide customers with access to products in high demand.
Travel Consultant
BCD Travel, MSC Bangalore
India
12.2010 - 12.2015
- Worked closely with clients to understand unique needs and meet specific travel desires
- Working for Deloitte.
- Galileo travel port knowledge.
- Processing exchanges, refunds, cancellation.
- Updating the request of the passengers for all booking.
- Additionally working for SMR (Security management report).
- Handing all bookings for Hotel as per guest request.
Senior Customer Support Analyst
Enstage Software Pvt Ltd
India
12.2018 - 09.2023
- Worked with Payzapp.
- Assisisted customer for online payment processing services for customers, banks, and merchants by mobile app.
- Recognized escalation needs and connected customers with advanced support .
- Troubleshot problems with the tools provided.
- Managed high volume calls of daily customers.
- Supported customers throughout incident response, management and resolution to deliver expert assistance.
Education
2nd PUC - HEBA
Indian Academy Pre University College
Hennur Cross Bangalore03.2029
10th Standard -
Mariam Nilaya High School
Banswadi Bangalore 06.2008
Skills
- Application Support
- Call Management
- Customer Needs Assessment
- Service Desk Team Management
- Customer Communication and Empathy
- Customer Service Expert
- Technical Issues Analysis
- Problem-Solving
- Active Listening
Languages
Bengali
Beginner (A1)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Timeline
Senior Customer Support Analyst
Enstage Software Pvt Ltd
12.2018 - 09.2023
Representative
Concentrix Daksh Pvt Ltd
04.2016 - 05.2018
Travel Consultant
BCD Travel, MSC Bangalore
12.2010 - 12.2015
2nd PUC - HEBA
Indian Academy Pre University College
10th Standard -
Mariam Nilaya High School