Basab Roy

Experience

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  Tech Mahindra

  Jul 2020 - Mar 2022

  Customer Support Analyst

  • Analyzed customer feedback and support data to identify trends and areas for improvement, resulting in a 20% increase in customer satisfaction.• Generated detailed reports on support metrics and presented findings to management to guide data-driven decision-making.• Employed CRM software to manage customer interactions and track support tickets, ensuring timely and effective resolution of issues.• Developed and implemented a new process for handling high-priority cases, reducing average resolution time by 15%.• Monitored key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores Show less

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  Teleperformance

  May 2022 - Jul 2023

  Customer Service Analyst

  • Provided technical support and troubleshooting for a wide range of products to international customers, maintaining a 95% customer satisfaction rate.• Conducted root cause analysis for recurring issues from diverse geographical regions, collaborating with product teams to develop longterm solutions.• Trained and mentored new support associates, sharing best practices and improving team efficiency.• Generated weekly and monthly performance reports to monitor team progress and identify improvement areas.• Navigated cultural and language differences effectively to ensure clear communication and understanding with international clients.• Utilized data analysis tools (Excel, SQL) to interpret customer service data and provide actionable insights Show less

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  Accenture

  Mar 2024 - Mar 2024

  Data Analyst

  Applying my data analytics & visualization skills to advise a social media client on their content creation strategy as a Data Analyst at Accenture.A virtual internship provided by Forage.

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  Tata Group

  Apr 2024 - Apr 2024

  Data Analyst

  Applied knowledge of data visualization tools such as Tableau or Power BI and communicated insights and analysis to senior leadership through recorded presentations, demonstrating effective presentation skills and the ability to relate findings to business scenarios.