Nabanita Dey Basak

Experience

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  Ibm Daksh Kolkata

  Oct 2005 - Aug 2007

  Sr Customer Care Executive

   Assisting the team with on call Support.  Taking escalation calls while maintaining AHT, quality.

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  Anjabee Infotech

  Nov 2007 - May 2008

  Customer Service Team Lead

   Acting as Team support and source of motivation to all the team members.  Quality management: AHT, Call logging, Profile and CE.  Schedule Adherence and Productivity.

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  Wipro Limited

  May 2008 - Sept 2013

  Sr. Executive Training and Development

   Responsible for training (product and soft skills) and handling New Hire/up training batches and ensuring their release to Operations on desired time Handling New Hires / Up training batches in OJT and meeting the OJT parameters as per Operations. Handling Escalations. Daily and quarterly Report sharing with immediate upper line. Recreating training module as and when required.

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  ERevMax

  Sept 2013 - Jun 2020

  Customer Service Manager

   Acting as SPOC and responsible for scheduling/managing Client Training on the product functionality and usage and client renewal.  Communicate as part of the project with internal teams (Product , Integrations, Implementation and Development) to meet customer suggested requirements/developments.  Resolving customer's technical issues and escalations (via emails & calls).  Handling client escalations, compensation cases. Ensure Customer Delight and satisfaction. Meeting set internal SLA  Communicating with third parties like PMS and websites on behalf of the client, whenever required. Show less

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  AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED

  Jul 2020 - Jun 2021

  CS Team Manager

  Team management, data management, coaching and feedback, people management.

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  Amazon Development Center

  Jun 2021 - now

  Seller Support Team Supervisor

  People management, Team management