Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Pritam Saha

Kolkata

Summary

Dynamic Senior Associate with a proven track record at BT ESERV India Pvt. Ltd, excelling in customer service and technical support. Recognized for driving first contact resolution and enhancing service excellence. Proficient in Power BI and committed to continuous improvement, leveraging strong communication skills to foster collaboration and achieve operational goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Associate | Service Desk Specialist

BT ESERV India Pvt. Ltd
01.2020 - Current
  • Resolved inbound customer queries with focus on FCR and customer satisfaction.
  • Supported EE migration pilot and recognized as top performer.
  • Collaborated with internal teams for end-to-end issue resolution.
  • Analyzed service data to identify improvement areas and trends.
  • Delivered consistent service excellence through email, voice, and chat channels.
  • Assisted teams in operational service improvement initiatives and customer engagement.
  • Promoted products and services aligned to customer needs in collaboration with sales teams.

Associate | Service Desk

Wipro
01.2019 - 01.2020
  • Delivered customer support via chat, ensuring FCR and SLA compliance.
  • Ensured high-quality service and met performance metrics.
  • Demonstrated quick adaptability in a fast-paced service desk environment.

Education

Bachelor of Business Administration - H

Dinabandhu Andrews Institute of Technology and Management (MAKAUT)
08.2019

Skills

  • Customer Service
  • Technical Support
  • Excel
  • PowerPoint
  • Power BI
  • Tableau
  • Basic Python
  • SLA and escalation management
  • Ticketing tools
  • Generative AI
  • Problem solving
  • Supplier and order management
  • Project/programme management
  • Performance metrics
  • Time management
  • Adaptability
  • Service improvement

Certification

  • Data Analytics Masterclass: Excel, Python, Power BI, and Chat GPTT
  • The Ultimate ITIL 4 Foundations
  • Introduction to GAN AI, Google

Timeline

Senior Associate | Service Desk Specialist

BT ESERV India Pvt. Ltd
01.2020 - Current

Associate | Service Desk

Wipro
01.2019 - 01.2020

Bachelor of Business Administration - H

Dinabandhu Andrews Institute of Technology and Management (MAKAUT)

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Pritam Saha