Snehashis Biswas
Senior Associate
Kolkata,WB
Summary
Experienced Senior Associate with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Senior Associate
Capgemini
Kolkata, West Bengal
02.2025 - Current
- Provided customer support across multiple channels including web, email, and social media platforms
- Demonstrated proficiency in tools like Salesforce and Sprinklr to manage and resolve consumer queries efficiently
- Delivered prompt resolutions while consistently maintaining AHT, SLA, and quality benchmarks
- Acted as an Approver by reviewing and guiding team members' responses to ensure accuracy and adherence to SOPs
- Contributed to process consistency by ensuring updates to SOPs were correctly implemented and followed
Functioned as Quality Analyst
Wipro
Kolkata, West Bengal
02.2024 - 01.2025
- Improved product quality and cut defects by 20% through rigorous QA practices
- Boosted efficiency by 15% with new testing procedures
- Reduced production errors by 25% via data-driven analysis
- Sustained quality standards above 90% monthly
- Streamlined documentation, enhancing team coordination
- Mentored juniors, increasing team efficiency by 30%
Customer Care Representative
Wipro
Kolkata, West Bengal
01.2023 - 02.2024
- Resolved inquiries swiftly, driving high satisfaction and retention
- Managed escalations with timely, effective solutions
- Maintained precise documentation of customer interactions
- Partnered with teams to enhance service and processes
- Consistently exceeded performance and quality targets
Education
Bachelors of Commerce - Accounting & Finance
Netaji Nagar College
Kolkata, West Bengal, India 07.2019 - 08.2022
Higher Secondary - Commerce
Swami Pranabananda Vidyapith
Kolkata, West Bengal, India 05.2017 - 05.2019
Secondary -
Swami Pranabananda Vidyapith
Kolkata, West Bengal, India 01.2016 - 05.2017
Skills
- Salesforce
- Sprinklr
- MS Excel Proficiency
- Proficient in PowerPoint Presentations
- Adept at MS Word Functions
- Experienced with MS Outlook
- Effective Communication
- Eager to Take Ownership of Tasks
- Active Listening & Learning
- Strong Interpersonal Skills
- Cooperative Teamwork
- Effective Team Leadership
- Organized Scheduling Skills
Personal Information
- Father's Name: Sanjoy Biswas
- Mother's Name: Tapasi Biswas
- Date of Birth: June 12, 2001
- Nationality: Indian
- Marital Status: Single
- Religion: Hinduism
- Address: Natun Pally, Purba Putiary, Kolkata - 700 093
Languages
- Bengali
- English
- Hindi
Timeline
Senior Associate
Capgemini
02.2025 - Current
Functioned as Quality Analyst
Wipro
02.2024 - 01.2025
Customer Care Representative
Wipro
01.2023 - 02.2024
Bachelors of Commerce - Accounting & Finance
Netaji Nagar College
07.2019 - 08.2022
Higher Secondary - Commerce
Swami Pranabananda Vidyapith
05.2017 - 05.2019
Secondary -
Swami Pranabananda Vidyapith
01.2016 - 05.2017