Diptita Sengupta
Oshawa
Summary
Dynamic Customer Support Specialist with a proven track record at Tech Mahindra, excelling in analytical problem-solving and empathetic communication. Recognized for reducing resolution times and enhancing customer satisfaction through effective CRM expertise and conflict resolution skills. Committed to continuous improvement and delivering exceptional service experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Tech Mahindra
02.2025 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Documented customer interactions in support systems to ensure clear communication and follow-up.
- Learned product features to offer informed solutions and enhance customer satisfaction.
- Collaborated with team members to streamline processes for improved service delivery.
- Engaged in continuous learning to enhance problem-solving skills and service techniques.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Customer Service Cashier
Tim Hortons
12.2018 - 06.2024
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with inquiries, providing product information and support.
- Maintained accurate cash drawer balance throughout shifts.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Trained new hires on operational policies and customer service standards.
- Monitored inventory levels at the register, notifying management of shortages or issues.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Utilized POS system to handle customer cash and credit card transactions.
- Contributed to achievement of sales targets through suggestive selling techniques.
Senior Systems Engineer
Cognizant Technologies Solutions
04.2017 - 04.2018
- Resolved technical issues for end-users via ticketing system, ensuring prompt support and minimizing downtime.
- Conducted root cause analysis on recurring problems, leading to the implementation of effective solutions and reduced incidents.
- Collaborated with cross-functional teams to enhance service delivery processes, improving customer satisfaction ratings.
- Developed and maintained knowledge base articles, providing team members with essential resources for troubleshooting challenges.
- Trained junior analysts on best practices in incident management and IT service desk operations to improve team performance.
- Monitored system performance metrics and provided actionable insights for continuous improvement in service quality.
- Led initiatives to streamline ticket resolution workflows, resulting in increased efficiency and faster response times.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Resolution Specialist
Matrix Cellular (International) Services
02.2014 - 04.2017
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely responses.
- Analyzed feedback to identify recurring issues, recommending solutions for process improvements.
- Implemented initiatives that reduced average resolution time, improving overall team performance metrics.
- Conducted regular reviews of customer interactions to ensure compliance with company standards and policies.
- Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.
- Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
- Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
- Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
- Maintained up-to-date knowledge of product and service changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Bachelor of Arts - History
Calcutta University
Kolkata, India06-2009
Skills
- Analytical problem-solving
- Conflict resolution skills
- CRM expertise
- Customer service for IT issues
- Telecommunications proficiency
- Customer support ticket handling
- Effective listening
- SLA compliance monitoring
- Proficient in task management
- Strong customer service skills
- Empathetic communication
- Incident response management
- Proficient in Microsoft Windows
- Experience with ServiceNow implementations
- Strategic vision development
- Proficient in SGI
- Master of Accounting
- Experience with Genesys applications
Languages
English
Full Professional
Hindi
Native or Bilingual
Bengali
Native or Bilingual
Certification
ITIL Foundation Certificate in IT Service Management – AXELOS Global Best Practice.
Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Customer Support Specialist
Tech Mahindra
02.2025 - Current
Customer Service Cashier
Tim Hortons
12.2018 - 06.2024
Senior Systems Engineer
Cognizant Technologies Solutions
04.2017 - 04.2018
Customer Resolution Specialist
Matrix Cellular (International) Services
02.2014 - 04.2017
Bachelor of Arts - History
Calcutta University