Suvam Das
Kolkata
Summary
Proactive professional with a strong background in customer support and relationship management. Demonstrated ability to resolve complex issues and enhance customer satisfaction through effective communication and problem-solving skills. Experienced in implementing customer service strategies that improve operational efficiency and overall client experience. Committed to continuous learning and delivering high-impact solutions in dynamic environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Support Analyst
Tata Consultancy Services
Kolkata
03.2022 - Current
- Resolved technical issues and delivered effective solutions to enhance system performance.
- Managed multiple international tickets daily, achieving a 95% accuracy rate.
- Delivered exceptional customer service by addressing client inquiries and resolving complaints.
- Conducted reporting and implemented process improvements based on customer feedback.
- Administered customer data, processed billing inquiries, and adjusted accounts in SAP CRM.
- Streamlined payment troubleshooting processes to improve customer satisfaction and reduce errors.
- Analyzed and evaluated CRM reports to identify challenges and opportunities for improvement.
- Maintained detailed records of customer interactions to ensure accurate tracking of inquiries.
Education
BBA - Business Administration and Management
Maulana Abul Kalam Azad University Of Technology
West Bengal, India07-2020
Indian School Certificate (ISC) - Commerce
CISCE
New Delhi, India05-2017
Skills
- Customer service: technical support and CRM
- Typing proficiency: 40 to 60 WPM, with 95% accuracy
- Tools: SAP CRM, and SAP ISU
- Data analysis and process improvement
- Analytical skills: research and problem-solving abilities
- AML Training: Identifying mismatches in PII, negative news searches, CDD, and EDD
- Knowledge of regulatory bodies like FINCEN, FATF, and the BSA Act
Certification
- Technology: Generative AI Foundation Curriculum
- Process: Agile Way of Working Foundation
- Business Skills: B4: Collaborative Decision Making: Curriculum
Languages
Bengali
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Accomplishments
- Four-time Star Performer of the Month
- Received BPS Championship Team Award
- Received a certificate of appreciation from client as part of theirs reward and recognition program
- Received a certificate for commitment from TCS upon completion of three years of service
Interests
- I love to travel and explore
- Love football and good food
- Always eager to learn about new tech and emerging IT trends
Affiliations
- Outstanding performance for consistently exceeding customer satisfaction goals at TCS
- Escalation Management: Successfully contributed to reducing the escalations by 90%
- Provided top quality control and eliminated downtime to maximize revenue.
Timeline
Senior Customer Support Analyst
Tata Consultancy Services
03.2022 - Current
BBA - Business Administration and Management
Maulana Abul Kalam Azad University Of Technology
Indian School Certificate (ISC) - Commerce
CISCE