Shuvojyoti Saha

Joined as Process Associate, got promoted as Senior Process Associate in 1 year & 9 months. During this time I have worked in two projects. Currently I work in Medical billing - ReAuthorization & Notification) & also, take part in training the new Joinees, Managing the team (Collating data for each members of the team, Assigning Work to Other member's of the team) when it is needed.

• Promoted to Senior Process Associate for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
• Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Coached new team members on service techniques and provided scoring through quality assurance program.

Worked for 1 year as CSE in as E-Commerce based Pharmacy & OTC Company which is now known as Flipkart Health.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.

Joined as CSA in semi voice process under the service provider Client: "Frontier communication".

• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Solved problems with products and services by providing customers with technical support.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.