Biswajeet Ghosh
Burnaby
Summary
Dynamic Customer Service Specialist with 14 years of experience in managing client relations and providing exceptional service. Expertise in streamlining processes, leading teams, and increasing customer satisfaction. Adept at resolving issues promptly and improving team performance. Proficient in CRM tools and known for unwavering patience and empathy.
Overview
18
18
years of professional experience
Work History
System Analyst
Alberta Blue Cross
02.2024 - 12.2025
- Increased customer satisfaction by 20%
- Resolved 50+ client issues weekly
- Answering telephone calls and correspondence regarding plan details, benefits, and claims
- Handles incoming phone inquiries and initiates contact when needed to appropriately manage applications.
- Identifying customer needs and promoting or cross-selling appropriate products and services
- Prepare and distribute Agreements and related documentation
- Make suggestions to improve processes
Senior Consultant
CGI
10.2022 - 02.2024
- Diagnose and fix technical problems with coordinating among teams
- Developed training materials for new staff
- Educate users on product features and best practices
- Report bugs and complex problems to engineering or development teams
- Keep customers informed about the status of their unresolved issues
- Identify patterns in customer issues to suggest product improvements.
- Improved response time by 30%
Project Lead
Sopra Steria
04.2008 - 08.2022
- Handled both inbound and outbound voice-based services, email response for NHS UK.
- Managed the airline's reservations for easyjet.
- Identified training needs and prepared training roasters for team members.
- Product Expert of MSS (Mortgage and Savings Suite)
- Identified Customizations needed for financial institutions
- Supervised a team of 20 members.
- Maintained client retention at 95%
- Set goals, evaluate, and improve employee performance to align individual efforts with company goals.
- Achieved accolades for process improvement.
Education
Bachelor of Technology - Telecommunications
Institution Of Electronics And Telecommunication Engineers
New Delhi, India05-2007
Skills
- Customer Relationship Management
- Conflict Resolution
- Communication Skills
- Analytical Problem Solving and decision making capabilities
- Team Leadership
- Data Analysis
- Time Management
- Empathy and Patience
Accomplishments
- Awarded Employee of the Month for record-breaking KPIs
Timeline
System Analyst
Alberta Blue Cross
02.2024 - 12.2025
Senior Consultant
CGI
10.2022 - 02.2024
Project Lead
Sopra Steria
04.2008 - 08.2022
Bachelor of Technology - Telecommunications
Institution Of Electronics And Telecommunication Engineers