Sumana Roychowdhury

Worked in ADT as a billing and troubleshooting expert.

• Proficient at troubleshooting problems to the component level, and performing root cause analysis of the failure.
• Handle an average of 1,000 tickets for troubleshooting per month, at a success rate of 96%.
• Deal with account cancellation and billing at an average of 1,000 per month, with a success rate of 98%.
• I worked in the rate reduction team to help the customer with bill payments and reduce the rate for the particular package.
• Prepare reports for both tickets, and submit the report at the end of the month.

Worked in the HP legacy process and handled Middle Eastern countries.

• Prepare invoices for printers at an average of 400 per month, at a success rate of 98%.
• Onboard printers work on 500 tickets at a success rate of 99%.
• Prepare reports for pending work and circulate them to the team for the rest of the work.
• Handle the client meeting and do the report presentation.
• Migration process, report preparation, conduct training for the process, SAP implementation.

Worked in the AT&T process as a troubleshooting and billing expert.

• Proficient at troubleshooting problems to the component level, and performing root cause analysis of the failure.
• Handle an average of 400 tickets at a success rate of 96% for billing in truck roll tickets.
• I did a bandwidth upgrade and downgrade, and maintained the ticket for that at an average of 200 per month, with a success rate of 92%.
• Prepare invoices for the internet usage, and pass them to the maintenance team.

Worked in the Flipkart process as an escalation support specialist.

• Worked on requests as per escalation policy to a higher level of support. Arranged the resolution of customer support issues that can’t be resolved by first-line support.

• Forwarded requests, as per escalation policy, to a higher level of support. Arranged resolution of customer support issues that can’t be resolved by first-line support.