Avishek Dutta

Experience

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  CONVERGYS INDIA SERVICES PRIVATE LIMITED

  Jun 2011 - Oct 2012

  Technical Support Officer (Level – 2)

  Supporting the team; Acting as mentor for New-Hire trainees; Monitoring individual agents in real time; Taking managerial and supervisory calls; Helping team members in complicated problems; Doing confirmation callbacks; Reporting to WFM.

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  IBM

  Feb 2013 - Aug 2018

  Sr. Analyst

  IBM - ITIL/SWIVEL Desk operations to manage Incidents/Changes/Tasks’ via Phone, Email and Chat, Responding to service related problems and issues, Daily reports and trackers, Making confirmation calls for resolution follow-ups, Ensure Timelines/Deadlines and Security Requirements are met, Drive Vendor Performance against SLA/KPI, Building customer relationships and loyalty, Service Continuity and Availability Management, Soft Skill Training, Dealing with customers and clients in a courteous and professional manner, Attending escalated cases on priority basis, Attend and resolve user problems escalated by Service Desk, Identify areas of opportunity proactively, Attend functional meetings, Basic Desktop/Laptop/Mobile device Troubleshooting pertaining to client standards, etc. Show less

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  Global Excellence Group

  Nov 2018 - Feb 2019

  Operations Analyst

  Defining Process (IT/Administration/Purchase/Corporate Communication); Developing SOPs; Conducting Audits; Generating Reports; Validating Compliance.

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  Divey Foundation

  Mar 2019 - Sept 2022

  Self Employed

  Drafting, Editing, Report Generation, Content Creation, etc.

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  Tata Consultancy Services

  Oct 2022 - now

  Process Lead

  Team Handling; Developing SOP; Conducting Audits; Generating Reports; Validating Compliance.