Arkajit Ghosh

Experience

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  Xplore tech pvt. ltd.

  Mar 2009 - Dec 2010

  Technical support

  • liaised with:o business team to get slr & set sla for the project.o support teams to ensure resolution with sla and provide report to higher authority regarding deviations.o project management team to monitor requirements, resources & capabilities required.• worked with the business management team to provide inputs for core service package and enhancement services.• involved in managing problems & incidents as a measure of continuous service improvement by providing inputs & analyzing reports to meet operational goals.• drafted and delivered reports concerning operational activities to the management on daily basis. • imparted training and gathered feedback as an initiative of improvement. • ensured the resolution was always a priority so that the team can reach the performance goal. show less

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  ZINFI Technologies, Inc.

  Dec 2010 - Feb 2012

  Business development executive

  • work closely with the ceo to design, implement, analyze and deploy new business processes and partnerships to increase sales and industry reach.• track all business development activities, analyze quarterly progress and suggest new strategies based on findings.• manage and effectively run and train sales/reseller team on affiliate relationships in each territory.• build and maintain successful relationships with partners.• expand market intelligence for it products, ensuring accomplishment of set business targets on behalf of the it resellers across the globe to drive business forward.• oversee workflows for partner accounts, manage partner communications for territory and resolve escalated issues or questions from partners.• leading and motivating the sales/reseller team and driving results. • sharing knowledge of the sales process with the team to understand and interpret customer needs using fact-finding to identify sales opportunities. show less

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  ARC Document Solutions

  Mar 2012 - Nov 2019

  Technical support team lead

  • experienced in managing technical activities including scoping, planning, risk management, finalization of technical/functional specifications, resource administration, process enhancement, and quality management• deftness in setting out change management for various operational areas to facilitate high-quality customer experience, while adhering to the sla• establishing proper change & configuration management to minimize the occurrence of downtime• ensuring hardware asset management is done with due diligence for the maximum return on investment• ensuring proper guidelines are followed for the disposal of the it hardware assets• meet and exceed process deliverables to adhere to service management principles• ensuring strong relationships with clients are made for delivering optimal product support while establishing excellence in customer service show less

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  31West Global Services

  Dec 2019 - Aug 2020

  Team lead customer support (inbound, outbound, email and chat)

  • monitor and facilitate day to day operations• attend escalated calls and emails• monitor call/email distribution and other operational roadblocks and helping ease them for the team• keeping a close track on fcr and critical call parameters like aht, att, idle time and quality scores and continuously review/coach resources on the same• maintain accurate and updated knowledge of all processes, products, procedures and systems• provide expert assistance to resources on products and escalations and assist them with customer complaints, as and when required• conduct team huddles daily on changes and issues that affect the customers or the team and ensure that all the resources has access to this information• encourage and implement best practice across the team• managing aux and breaks of team members show less

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  Campus Management Corp.

  Aug 2020 - now

  Team lead tech support

  provide level iii application support of admissions software. this will include handling escalations from any level i or level ii analysts.specialized tracking of issues reported on admissions crm products and provide feedback to development & product management teamsprimary feedback resource for other teams like development, product management, testing etc. from customers especially w.r.t product stability, enhancements, etc.work closely with account management teams to provide feedback on customer escalations about the admissions crmlead the effort for building a non-exhaustive knowledgebase of articles about various issues regarding the admissions crm product.daily caseload balancing and monitoring.assign and monitor responsibilities, tasks, and instructions amongst team members.prioritize and assign special customer issue resolutions and monitor progress.monitor and report progress on cases, projects and/or customer priority resolutions to upper management and/or special customers.participate in the creation and implementation of standard operating procedures.participate in the organization of ongoing training needs.interface and communicate with various departments throughout the organization.liaison for the account (customer) in communicating issues with development, quality assurance, professional services, etc and is responsible for driving resolution and/or status of issues.co-ordinate with other support team supervisors as applicable.escalate cases when needed to development teams for a resolution.document issues and their resolutions for future issues of the same nature.thorough knowledge of business practices in order to understand how the process of higher education industry workflow in student life cycle management.communicate with all levels of technical and business resources. assist with other support department tools as and when required. work as a team with resources across different locations. show less