Satyaki Das
Kolkata
Summary
Customer Service Support Advisor at the BT Group, specializing in incident management and technical troubleshooting. Proven ability to enhance operational efficiency while ensuring compliance with data privacy regulations. Recognized for strong collaboration with stakeholders and a commitment to resolving complex customer issues, leading to improved support processes. Demonstrated skills in prioritizing and multitasking in high-pressure environments, effectively managing escalated support cases.
Overview
2
2
years of professional experience
Work History
Customer Service Support Advisor
BT Business, BT E-Serve India
Kolkata
08.2024 - Current
- Delivered first-level troubleshooting and incident management for PSTN, Broadband, Cloud Voice/Express, and Email platforms.
- Ensured accurate incident categorization and SLA monitoring to uphold service quality.
- Coordinated escalations effectively to resolve issues promptly.
- Fostered stakeholder collaboration through clear communication of incident statuses.
- Managed customer support tickets using internal tracking systems to enhance operational efficiency.
- Documented customer interactions for analysis and future reference.
- Resolved escalated issues by collaborating with relevant departments.
- Gathered customer feedback to refine support processes.
Customer Service Associate
Teleperformance Global Business Private Limited
Kolkata
08.2023 - 07.2024
- Supported Amazon’s US customers with queries on orders, deliveries, returns, and refunds.
- Resolved issues using tools like CSS, AWS Knowledge Base, and order management systems.
- Maintained compliance and quality standards across high call volumes during peak seasons.
- Ensured data privacy while handling sensitive information.
- Displayed professionalism and handled escalations effectively.
Education
B.Sc. - Filmmaking
Whistling Woods International
Mumbai, India07-2017
ISC: 12th - Science
Delhi Public School Megacity
Kolkata, India03-2013
ICSE: 10th - Science
Modern English School
Darjeeling, India03-2011
Skills
- Network troubleshooting and configuration
- Routing and switching
- Fiber connectivity
- Hardware deployment
- Network security
- Performance tuning
- Systems analysis and design
- Systems development and testing
- Deployment and migration
- Configuration management
- Infrastructure support
- Incident and escalation management
- Ticketing systems workflow
- Quality assurance and improvement
- Vendor management
- Technical documentation
- Requirements management
- Application support (L1/L2)
- Customer technical support
- Stakeholder collaboration and coordination
- Change support and SOP adherence
- Decision making and problem solving
- Customer service mindset
- Technical troubleshooting
- Customer relationship management
- Stakeholder collaboration
- Process documentation
- SLA monitoring
- Incident categorization
- Data privacy compliance
- Quality assurance
- Complex Problem-solving
- Complaint handling
- Account updating
- Project management
Hobbies and Interests
- Photography and Cinema
- Creative writing & journaling
- Travel & exploring new cultures
- Watching Football
Personal Information
- Date of Birth: 07/30/94
- Nationality: Indian
Tools Knowledge
- Active Directory (UKBS)
- SNow
- CSS
- Mileva
- Rabbit - MSO
- Open Reach HUD
- OSS
- CVE VEL Portal
- Agent desktop
- SharePoint
- Excel
- MS Word
- PowerPoint
- Keynote
- MAC & Microsoft OS proficiency
Timeline
Customer Service Support Advisor
BT Business, BT E-Serve India
08.2024 - Current
Customer Service Associate
Teleperformance Global Business Private Limited
08.2023 - 07.2024
B.Sc. - Filmmaking
Whistling Woods International
ISC: 12th - Science
Delhi Public School Megacity
ICSE: 10th - Science
Modern English School