Priyanka Chatterjee
Summary
Dedicated and result-driven Customer Service Associate with a proven track record in resolving service issues, optimizing operational efficiency and maintaining strong stakeholder relationships. Committed to ensuring services align with business requirements and contribute to organizational success.
Overview
5
5
years of professional experience
Work History
Customer Service Associate
BT
05.2022 - Current
- Adapted seamlessly to multiple process changes within the first year of tenure.
- Provided in-depth technical support to clients, solving 95% of issues without escalation, maintaining a 90% first-call resolution rate.
- Processing end-to-end lead to repair journey, ensuring everything across all the systems of fault journey, including Wholesale portal, Openreach portal, appointments, so that no delay impacts customer's service due to slow speed, no connection, dropping connection.
- Achieved a customer satisfaction rating of 98% through effective problem resolution and communication.
- Demonstrated resilience and agility in learning and excelling in performance.
- Collaborated with cross-functional teams to resolve customer issues promptly.
- Managed BT Collections, became adept with customer account navigation and handling.
- Provided end-to-end technical support to help resolve device queries.
- Help customers with device/network troubleshooting via dedicated guidelines.
Customer Service Executive
Startek
06.2021 - 04.2022
- Supported and resolved live customer queries
- Led a team of 10 associated as an Acting TL, fostering a collaborative and productive environment
- Developed leadership qualities and honed team handling skills within the first 6 months
- Ensured smooth customer service delivery and improved productivity
Customer Service Officer
Interglobe Aviation Limited
06.2019 - 10.2020
- Managed day to day operations, including irregular flight departures and arrivals
- Served as a front line Associate during the Covid-19 Pandemic at the Kolkata Airport
- Prioritized safety, efficiency and exceptional service for passengers
Education
Bachelor Of Arts - English honours
Calcutta University
05.2019
Higher Secondary -
Loreto Convent
03.2016
Skills
- Stakeholder management
- Problem Solving Skills
- Conflict Management
- Emotional intelligence
- Bold Decision maker
- Continuous Improvement
Volunteer Experience
- An active part of 'Ankur Vidyalaya'- a sponsored Society welfare programme by Loreto Convent, Asansol.
- Involved with CSR Initiative by BT, to give back to the society.
Accomplishments
- Multiple Process development ideas being accepted and implemented brings out the best in my till date.
- To be able to achieve being the best performer multiple times to ensure I go above and beyond to cater to organizational goals and customer satisfaction.
Timeline
Customer Service Associate
BT
05.2022 - Current
Customer Service Executive
Startek
06.2021 - 04.2022
Customer Service Officer
Interglobe Aviation Limited
06.2019 - 10.2020
Bachelor Of Arts - English honours
Calcutta University
Higher Secondary -
Loreto Convent
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