Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Teacher
Shubhendu Singh

Shubhendu Singh

Kolkata

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Detail-oriented team player with strong organizational skills.

Overview

5
5
years of professional experience
11
11
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

MIS Executive

Wipro Ltd.
Kolkata
11.2022 - Current
  • Planned and led administration of management information system for achieving threshold-level performance.
  • Produced tables, pivot reports and charts for use in key decision-making processes.
  • Generated reports each month covering performance data.
  • Maintained MIS security and performance levels, dictating organizational policy to maintain threat protection effectiveness.
  • Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responsible for managing a CCOD desk.
  • Ensuring timely reporting of various SLAs.
  • Prepare rosters/schedules and share with MIS.
  • Ability to go beyond the call of duty in times of business exigencies.
  • Maintain databases, agent-wise, site-wise and send it to the Management on a weekly basis.
  • Needs to coordinate with the Technology Helpdesk team to resolve the technical issues on the production floor.
  • Must be well versed with the issue reporting process.
  • Real time Monitoring of RTA modules for AHT and schedule adherence reporting.
  • Mentor and assist new entrants in the team.
  • Help maintain inventory of various assets like Headsets/ Y-jacks etc.
  • And reporting loss/damage to concerned teams.
  • Maintain System hygiene and ensuring all systems are up and running and log tickets with IMG teams if required.
  • Represent the process on various client calls.
  • Maintain Floor plan and ensure seating alignments are being followed.

Senior Technical Support Associate

Wipro Ltd.
Kolkata
12.2018 - 11.2022
  • Spoke to customers in native language to increase loyalty and establish relationships.
  • Trained and supported new team members, maintaining culture of collaboration.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Monitored customer service metrics and performance indicators to identify areas of opportunity.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Provided advanced level 3 technical support to Geek Squad clients with chronic service issues of all aspects.

Education

Bachelor of Commerce - Account's & Finance

Syamaprasad College
Kolkata
05.2014 - 03.2020

Diploma In Finance And Accounts - Accounting And Finance

National Institute of Information Technology(NIIT)
Kolkata
04.2013 - 03.2014

All India Senior School Certificate Examination - Accounting And Finance

St. Thomas High School
Dhanbad
04.2012 - 05.2014

Secondary School Examination -

Dhanbad Public School
Dhanbad
04.2010 - 05.2012

Skills

    Quick Learner

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Certification

Certified Microsoft Excel, Udemy - Nov 23

Interests

Cooking

Timeline

Certified Microsoft Excel, Udemy - Nov 23

11-2022

MIS Executive

Wipro Ltd.
11.2022 - Current

First Line Manager

05-2022

Senior Technical Support Associate

Wipro Ltd.
12.2018 - 11.2022

Bachelor of Commerce - Account's & Finance

Syamaprasad College
05.2014 - 03.2020

Diploma In Finance And Accounts - Accounting And Finance

National Institute of Information Technology(NIIT)
04.2013 - 03.2014

All India Senior School Certificate Examination - Accounting And Finance

St. Thomas High School
04.2012 - 05.2014

Secondary School Examination -

Dhanbad Public School
04.2010 - 05.2012

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