SHARMISTHA DEB
Kolkata
Summary
I'm customer-focused and detail-oriented person and have in depth knowledge and experience in managing customer operations and handling escalations with 7+ years of experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Accountable for creating a high-performance team resulting in a perfect interaction for customers. With practical expertise to provide exceptional all-round service and quantitative problem-solving skills, dedicated to company growth and improvements. Looking forward to take my next step with a company where I can utilize my skills along with an opportunity for advancement and eager to contribute to a dynamic team and support organizational goals.
Overview
7
7
years of professional experience
Work History
SPS Advisor
Global Andon Team
05.2022 - Current
- Working in partnership with other departments, such as Customer Service, Merchant Investigations, or Payments teams, as required, to resolve Seller's issues and questions.
- Respond to associate support requests (i.e., Seller Escalations and Andon Cords) in real time, providing education to associates with the goal of achieving timely first contact resolution.
- Have worked on team projects where NRR (No Response Rate) improvement was the desired goal to help reduce seller dissatisfaction rate by providing correct resolution and drafted templates for the team to reduce NRR rate, which led to an increase in our team performance and a reduction in NRR rate, eventually up to 75%.
- I have also done ASR (Associate Satisfaction Rate) Audits along with my team and have come up with various paths forward to improve ASR score, which led to around a 60% increase in ASR.
- Used the performance metrics report and provided a path forward to overcome any difficulties faced by fellow team members.
- Collaborated with multiple teams to execute operation smoothly, identified and reported significant issues in the process, and suggested desired outcome for better customer experience.
- Handling escalated situations, which have been directed to senior leadership.
- Monitored customer satisfaction levels through surveys or focus groups in order to identify areas of improvement.
SPS Associate
Amazon
01.2021 - 04.2022
- Contributes to a positive team environment and proactively aids team members with difficult contacts, as needed.
- Always maintained and exceeded expected performance metrics, such as quality, productivity, first contact resolution, and attendance.
- Actively seeks solutions through logical reasoning and data interpretation skills, and identifies trends to appropriate channels, including improvement suggestions.
- Worked with other departments, such as Customer Service, Merchant Investigations, or Payments teams, as required to resolve Selling Partner's issues and questions.
- Raised Gemba, where there was a loophole, to identify and implement process improvement change initiatives.
- Monitored team performance and deployed mechanisms to reduce Transfer Rate and Re-open Rate by drafting templates for the team as a whole.
- Responsible for improving the performance of the team on all associate deliverables, including ARR, ACHT, and ATMs.
Senior Associate
Concentrix
06.2019 - 01.2021
- Identified and assessed customers' needs to achieve satisfaction.
- Build sustainable relationships with trust with customer accounts through open and interactive communication.
- Provided accurate, valid, and complete information by using the right methods/tools.
- Handled customer complaints, provided appropriate solutions and alternatives within the time limits, and followed up with the client to ensure resolution is provided.
- Keep records of customer interactions, process customer accounts, and file documents.
- Followed communication procedures, guidelines, and policies while handling customer queries.
Accountant
Dealmytax
03.2018 - 05.2019
- Prepared Tax Returns and GST Returns for companies, as well as individuals.
- Recording, Accounting, and Financial Statement Prepared.
- Consulted with clients to assess and mitigate future tax liabilities, and determine eligibility for tax abatement.
- Reviewed clients' tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Managed accounts receivable and payable, reconciled bank statements, and prepared financial reports.
- Minimized internal accounting department backlogs by updating accounts and generating reports.
- Managed accounts payable and receivable, improving cash flow management.
Education
Bachelor of Commerce – Accounting and Finance - Accounting And Finance
University of Calcutta
01.2017
Skills
- Teamwork and Collaboration
- Policy and procedure improvements
- Problem-solving abilities
- Detail oriented and Research abilities
- Communication
- Microsoft Excel/Word/Outlook
- Organizational Skills
- Problem solving
- Data analysis
- Auditing
Accomplishments
- Received Super Start award for excellent performance in Concentrix.
- Received Gem award in Amazon for consistently exceeding high bar performance metrics.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Bengali
Proficient (C2)
C2