About
Results-driven Data & Reporting Analyst with over 5 years of experience specializing in HR operations, workforce planning, and advanced analytics. Expertly leverages Power BI, SAP, and Excel to deliver actionable insights, optimize processes, and enhance operational efficiency. Proven track record in ensuring SLA compliance, driving process improvements, and fostering cross-functional collaboration to achieve high-impact business outcomes.
Work
Capgemini Technology Services India Limited
|Senior Associate
Kolkata, West Bengal, India
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Summary
Led HR administrative functions, including workforce planning and reporting, and ensured compliance while driving operational efficiency and team development.
Highlights
Streamlined HR administrative processes, encompassing workforce planning, reporting, and compliance, to enhance overall departmental efficiency.
Managed critical client communications and effectively addressed escalations, consistently ensuring SLA adherence and improving client satisfaction.
Analyzed complex HR and operational reports to identify key trends, leading to process improvements that significantly increased operational efficiency.
Led and mentored cross-functional teams, fostering a culture of service delivery excellence and contributing to enhanced team performance and skill development.
Teleperformance
|Senior Technical Support Associate
Kolkata, West Bengal, India
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Summary
Provided technical support via multiple channels, resolved customer issues promptly, and collaborated with product development to improve services.
Highlights
Delivered prompt technical support via calls and chats, efficiently resolving diverse customer issues and maintaining high satisfaction levels.
Developed and maintained comprehensive solution documentation, facilitating knowledge transfer and enabling cross-functional teams to resolve issues more efficiently.
Collaborated directly with product development teams to relay critical client feedback, influencing product enhancements and improving overall user experience.
Wipro
|Customer Service Representative
Kolkata, West Bengal, India
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Summary
Provided high-quality chat support for Amazon.com customers, resolving complex queries, and fostering trust through professionalism and empathy.
Highlights
Delivered high-quality chat support to Amazon.com customers, ensuring the effective resolution of complex queries and enhancing customer satisfaction.
Maintained an exceptional level of professionalism and empathy, successfully fostering customer trust and achieving high satisfaction scores.
Teleperformance
|Operations Executive
Kolkata, West Bengal, India
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Summary
Managed customer inquiries and escalated issues via calls, ensuring accurate documentation and adherence to processes for improved service quality.
Highlights
Responded to a high volume of customer inquiries via calls, effectively escalating critical issues to ensure timely and satisfactory resolutions.
Ensured accurate documentation and strict process adherence, significantly contributing to improved service quality and operational consistency.
Startek
|Customer Service Specialist
Kolkata, West Bengal, India
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Summary
Provided efficient on-call support for client projects, resolving customer concerns, and collaborated with operations teams to optimize workflows.
Highlights
Delivered efficient on-call support for critical client projects, consistently resolving customer concerns and contributing to project success.
Collaborated with operations teams to analyze and optimize workflows, directly enhancing client satisfaction and service delivery efficiency.
Education
University of Calcutta
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Bachelor of Commerce (Honors)
Finance & Accounting
WBCHSE
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Higher Secondary Education
Commerce
WBBSE
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Secondary Education
Awards
Promoted to Senior Associate
Awarded By
Capgemini Technology Services India Limited
Recognized for consistent high performance and leadership potential, leading to a promotion to Senior Associate.
Process Optimization & Mentorship Recognition
Awarded By
Capgemini Technology Services India Limited
Acknowledged for significant contributions to process optimization initiatives and for effectively mentoring junior associates.
Client & Leadership Service Excellence Feedback
Awarded By
Capgemini Technology Services India Limited
Consistently received positive feedback from clients and leadership, demonstrating exceptional service delivery and commitment to excellence.
Certificates
Microsoft Power BI – Business Intelligence, Desktop & Service
Issued By
Coursera
SAP Expert Fundamentals
Issued By
Coursera
AI & Data Science Foundations
Issued By
Coursera
Data Visualization in Excel
Issued By
Udemy
Talent Acquisition Strategies
Issued By
HRCI
Skills
Data Analysis & Visualization
Power BI, Excel Dashboards, SAP, Pivot Tables, VLOOKUP, Cognos.
HR Operations & Reporting
HR Reporting, Workforce Planning, Reporting (R2R), SLA Compliance.
Process Improvement
Process Optimization, Workflow Optimization.
Client & Stakeholder Management
Client Communication, Stakeholder Management, Escalation Management.
Team Leadership
Team Leadership, Mentoring.
Technical Support
Customer Support, Technical Troubleshooting, ServiceNow.
Microsoft Office Suite
Word, PowerPoint, Outlook.