Sourav Chatterjee
Senior Associate/ Subject Matter Expert
82-Indira Nagar Block 3 Sodepur, Kolkata
Summary
Meticulous Senior Associate/Subject matter expert knowledgeable about customer service, project management and team leadership in BPS, along with training and mentoring. Bringing 11 years' experience in the BPS industry. Results oriented with deep understanding of company principles and customer service practices. Self-motivated individual with strong desire to succeed and meet goals. Outgoing and friendly, quickly establishing rapport with customers that encourages repeat business.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Senior Associate
Tata Consultancy Services Limited
03.2021 - Current
- Defined work plans in alignment with stakeholder requirements.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Trained and supported new team members, maintaining culture of collaboration.
- Served as keyholder, overseeing business opening and closing operations.
- Developed new sales opportunities through development and rollout of promotional plans.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Digital and Device Specialist
Amazon Development Centre (I) Pvt Ltd
08.2020 - 02.2021
- Resolved customer's issue with Alexa based devices.
- Prime Video Support
- Troubleshooting and replacement of faulty devices.
- Coaching customers on the usage.
- Analyzed and developed innovative resolutions for complex problems.
Senior Associate
Wipro Limited
04.2018 - 12.2019
- Defined work plans in alignment with stakeholder requirements.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Trained and supported new team members, maintaining culture of collaboration.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Greeted customers and offered assistance for increased customer satisfaction.
- Managed customer relations through communication and helpful interactions.
Supervisor of Operations
Nexus Services
03.2013 - 03.2018
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Monitored front areas so that questions could be promptly addressed.
- Improved office operations by automating client correspondence, record tracking and data communications.
Education
Bachelor of Commerce - Accounting And Finance
North East Frontier Technical University
04.2001 -
Senior Secondary School Examination - Commerce
Central Board of Secondary Education
Kolkata 04.2001 -
Secondary Examination -
Central Board of Secondary Education
Kolkata 04.2001 -
Skills
Performance Monitoring
Work Estimates
Team Supervision
Finance
Team Leadership
Complaint Management
Data Entry
Verbal and Written Communication
Issue Resolution
Customer Relationship Management (CRM)
Oral Communication
Courteous and Professional
Customer Interaction
Customer Service Orientation
Timeline
Senior Associate
Tata Consultancy Services Limited
03.2021 - Current
Digital and Device Specialist
Amazon Development Centre (I) Pvt Ltd
08.2020 - 02.2021
Senior Associate
Wipro Limited
04.2018 - 12.2019
Supervisor of Operations
Nexus Services
03.2013 - 03.2018
Bachelor of Commerce - Accounting And Finance
North East Frontier Technical University
04.2001 -
Senior Secondary School Examination - Commerce
Central Board of Secondary Education
04.2001 -
Secondary Examination -
Central Board of Secondary Education
04.2001 -