Purba Hazra
Pursuing BCA
Kolkata
Summary
Dedicated and adaptable professional with 10 years of diverse experience, including 2 years in technical roles such as Chatbot Development, and currently pursuing a BCA degree. Seeking to leverage technical expertise and customer service skill in a Developer position.
Overview
11
11
years of professional experience
Work History
Customer Support Executive
Amazon
08.2023 - 11.2023
- Handled various customer queries via chat, email, and telephonically.
- Escalating customer queries to concerned departments.
Chatbot Developer
Omind Technologies (Child Entity of Fusion)
06.2021 - 08.2023
- Hands-on experience in Azure cognitive services such as QnA Maker, and LUIS
- Analyzing and deploying content in QnA Maker for 6 Clients in various domains such as hotel, health insurance, etc
- Interaction with the Client to showcase the Bot workings
- Basic C# experience
- Trained in Bot Framework v4 (C#) – Basic Level
- Hands-on Experience in implementing Chatbot using MS Bot Frameworks (C#), Azure Services LUIS, QnA Maker), and SQL Server
- Training on basic Python.
Quality Assurance
Fusion BPO Services (Parent Organization of Omind Technologies)
07.2019 - 06.2021
- Conducting quality evaluations and audits of customer interactions, including phone calls and chats to ensure adherence to established quality standards
- Developing and implementing quality assurance processes, procedures, and guidelines to evaluate customer service performance and identify areas for improvement
- Analyzing and interpreting quality data and metrics to identify trends, patterns, and areas of improvement for individual agents and teams
- Providing constructive feedback and coaching to agents based on quality evaluation results, focusing on areas of improvement and highlighting strengths
- Collaborating with team leaders, supervisors, and trainers to develop and deliver training programs and workshops to enhance customer service skills, product knowledge, and adherence to quality standards
- Conducting calibration sessions with other quality analysts, supervisors, and managers to ensure consistency and alignment in evaluating and scoring customer interactions
- Monitoring and reporting on the performance of agents, teams, and departments against key performance indicators (KPIs) related to quality, such as customer satisfaction, first call resolution, average handling time, etc
- Participating in root cause analysis and problem-solving activities to address recurring issues and prevent service failures.
Subject Matter Expert (SME – OYO Process)
Fusion BPO Services
05.2019 - 07.2019
- Worked as the go-to person for in-depth knowledge and expertise on OYO processes, policies, and procedures
- Provide guidance, support, and training to customer service agents regarding OYO-specific queries, issue resolution, and best practices
- Collaborate with cross-functional teams, including training, quality assurance, and operations, to ensure consistent and accurate delivery of OYO-related services and meet client expectations.
Sr. Customer Support Executive
Fusion BPO Services
01.2019 - 05.2019
- Handling both outbound and inbound escalation calls to customers to provide support, answer inquiries, address concerns and resolving customer issues or complaints by actively listening, empathizing, and offering appropriate solutions or escalating the matter to a supervisor if necessary
- Providing and explaining accurate and detailed information about products, services, promotions, or policies to customers
- Handled clients and worked in different domains & process such as OYO (domestic), Office Depot (OD International), and VERSO (International).
Customer Support Executive
Pace Setters Business Solution Pvt. Ltd.
01.2017 - 01.2019
- Making both outbound and inbound calls to customers to provide support, answer inquiries, address concerns and resolving customer issues or complaints by actively listening, empathizing, and offering appropriate solutions or escalating the matter to a supervisor if necessary
- Handling TALIC (Tata AIA LIC) client including domains such as Mediclaim, SIP, Escalation
- Handling a high volume of calls professionally and efficiently
- Providing and explaining accurate and detailed information about products, services, promotions, or policies to customers
- Documenting customer interactions, inquiries, and resolutions accurately and comprehensively in the system
- Following scripting guidelines and call protocols to ensure consistent and effective communication
- Continuously updating product knowledge, industry trends, and customer service skills through training programs and self-learning.
Customer Support Executive (Front Desk)
Nokia Care
06.2014 - 11.2016
- Dealing with premium customers and assisting them with their wide range of inquiries including information about products or services and providing resolutions to high profile customers by actively listen to their concerns, empathize with their situation, and work towards finding a suitable resolution
- If necessary, escalate the matter to a supervisor or manager while ensuring the customer feels heard and valued
- Collaborate with internal teams, including technical support, sales, and product development, to escalate complex issues, gather necessary information, and ensure prompt resolution for customers
- Handling multiple tasks simultaneously, developing strong multitasking abilities to manage paperwork, and assist customers at once.
Sales Representative
Nokia Care
01.2013 - 06.2014
- Assist customers in selecting the right phone or mobile device based on their needs and preferences
- Demonstrate phone features, pricing, specifications, and functionalities to customers, highlighting the benefits and advantages
- Process sales transactions accurately and efficiently, including accepting payments and issuing receipts
- Stay updated with the latest phone models, industry trends, and promotional offers to provide accurate information to customers
- Collaborate with team members to achieve sales targets and improve overall store performance
- Upsell and cross-sell additional products or services to customers, maximizing sales opportunities
- Participate in ongoing training programs to enhance product knowledge and sales skills.
Education
Bachelor of Computer Applications - Information Technology
University Of Mysore
Mysore 04.2001 -
Higher Secondary - Commerce
Don Bosco
Howrah 04.2001 -
Secondary -
Don Bosco
Howrah 04.2001 -
Skills
Timeline
Customer Support Executive
Amazon
08.2023 - 11.2023
Chatbot Developer
Omind Technologies (Child Entity of Fusion)
06.2021 - 08.2023
Quality Assurance
Fusion BPO Services (Parent Organization of Omind Technologies)
07.2019 - 06.2021
Subject Matter Expert (SME – OYO Process)
Fusion BPO Services
05.2019 - 07.2019
Sr. Customer Support Executive
Fusion BPO Services
01.2019 - 05.2019
Customer Support Executive
Pace Setters Business Solution Pvt. Ltd.
01.2017 - 01.2019
Customer Support Executive (Front Desk)
Nokia Care
06.2014 - 11.2016
Sales Representative
Nokia Care
01.2013 - 06.2014
Bachelor of Computer Applications - Information Technology
University Of Mysore
04.2001 -
Higher Secondary - Commerce
Don Bosco
04.2001 -
Secondary -
Don Bosco
04.2001 -
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