Anusree Deb

Experience

• 

  Tata Consultancy Services

  Jul 2016 - Jan 2017

  Citizen Service Executive

  ❖ Dealing with the general public and advising them on documentation for Passport issuance.❖ Processing passport issuance post proper scrutiny of documents.❖ Lobby management by managing huge gatherings of walking citizens.❖ Exceptional service delivery by reducing the waiting time of the general public in the lobby.❖ Front office operations.

• 

  VFS Global

  Feb 2017 - Nov 2017

  Visa Operations Officer

  ❖ Provide administrative support to the UK Visa Office.❖ Assess applications for UK visits by the general public for variousreasons like a family visit, education, tour, etc.❖ Effectively manage own and team’s caseloads under time pressure and resource constraint.❖ Meet all departmental standards as advised by the management of the section. This includes, but is not limited to code of conduct, client service standards, and record-keeping requirements.❖ Prepare correspondence to clients and stakeholders. Show less

• 

  Linde Engineering

  Jan 2018 - Jun 2019

  Customer Relations Associate-inbound Sales-Gases-PGP(Packaged goods products) div.

  ❖ Delivering sustainable solutions to customers about queries regarding requirements of Industrial and Medical Gases supply daily and meeting customer expectations accordingly.❖ Seeking opportunities to provide value-added services and assistance to all the stakeholders of the company which not only includes the customers but also the vendors and the management for achieving business goals.❖ Interacting with the customers daily and maintaining a healthy relationship increasing the business opportunities for the company.❖ Coordinating with the Sales and distribution team for a well-coordinated supply of gases as per the requirement of the client in both the cases-like an emergency as well as a planned requirement.❖ Managing the entire order management process in a timely and error-free manner.❖ Taking care of both inbound and outbound calls making sure that the call service levels are maintained as this is directly linked to thecompany’s reputation as well.❖ Feedback surveys are carried out every month and an actionable plan is drawn against the feedback of the customer.❖ In a span of one year, I have managed to handle customers from various regions across PAN India. Show less

• 

  Amazon

  Jul 2019 - Feb 2022

  ❖ Handling the shipping and delivery division.❖ Helping the company identify Delivery Partner concerns and work on troubleshooting the issues and providing resolutions.❖ Guiding the delivery agents and assisting the customers, receiving their orders within the assigned timeline.❖ Handling queries about pay-on delivery orders. Precisely payment-related queries.❖ Effectively handling the last mile delivery queries by helping the company’s delivery agents to locate the customer’s address, access the customer’s details, and app or device issues.❖ Assigned the subject matter expert (SME) role, and led a team of new hires to train them to go live on the floor.❖ Conducting mock certifications for the new hires.❖ Taking regular debriefs and coaching the new hires regarding their performance metrics and targets.❖ Delivering WOW experiences for customers by addressing their concerns, identifying the unique process defects, and escalating themSKILLSAbility to work under time pressure.Patience while dealing with a client's query.Clear communication skills. Adapt to a multicultural environment.Ability to use positive language.Effective time management skills.A calming presence.AWARDSParticipated and presented a poster at the two days INTERNATIONAL CONFERENCE ST. XAVIER’S GLOBAL EARTH SUMMIT -IIin the year 2012.Participated and made a Report on the visit to the STATE POULTRY FARM, GOVT. OF WEST BENGAL, TOLLYGUNGE, KOLKATA.LANGUAGESBengali, English, Hindi, andTamilto the concerned backend teams helping in improving the overall customer experience.❖ Regularly taking suggestions and feedback from the customers to improve the product experience or the delivery service. Show less ❖ Effectively understanding and addressing customer issues.❖ Providing timely, accurate, and professional customer service.❖ Assisting customers by managing orders and all other post-sales problems.❖ Communicating the best possible solutions and alternatives to the customers through mail, chat, and phone.❖ Demonstrating good interpersonal skills with a diverse customer base.❖ Negotiating and de-escalation skills along with taking ownership of challenging situations.❖ Maintaining metrics like RAP and CHT (call handle time) regularly and adhering to a daily schedule as assigned. Show less

  • Shipping and Delivery Support ( SDS ) Associate.

    Mar 2021 - Feb 2022

  • Virtual Customer Service Associate

    Jul 2019 - Mar 2021
• 

  Google Operations Center

  Mar 2022 - Dec 2022

  Digital Media Senior Associate

  ❖ Troubleshooting and resolving the issues related to Campaign Manager 360 (CM360) -one of The Google Marketing Platform Products.❖ Technical troubleshooting of issues related to the standard, rich-media, mobile, and video (VAST) creatives, line items, tags,ad-serving, etc.❖ Coordinating with other teams including Product Management/Specialists, Sales, engineering, and Ad Approval teams to achieve the highest level of customer satisfaction.❖ Educating the customers on product usage mostly via emails/ chats.❖ Coordinating with AMER/EMEA/APAC teams.❖ Ensuring that CSAT, TRT, etc. Metrics meet the SLA targets.❖ Escalating improvement/suggestion/ etc. under the client's direction to higher management. Show less