Biswajit Roy Email & Phone Number

Kolkata, WB, IN

Bengaluru, Karnataka, India

• Acted as a technical account executive for strategic key enterprises, providing comprehensive technical support, troubleshooting, and issue resolution via email, telephone, chat, and web sessions.
• Served as an Escalation Coordinator for internal and external stakeholders, collaborating with cross-functional teams (Launch, Sales Engineer, Account managers, Threat Intel, Triage, Product) to drive productivity and.
• Successfully reviewed, triaged, and responded to customer and internal support tickets as part of the ZeroFox Tier 2 help desk workflow.
• Managed to resolve high-priority tickets with urgency and thoroughness, ensuring customer satisfaction and adherence to SLAs.
• Acted as a knowledge resource for Tier 1 support, providing guidance and support to enhance team performance.
• Provided dedicated support to strategic customers, ensuring their unique needs were met promptly and effectively.

Bengaluru, Karnataka, India

• Maintaining a high-volume workload within a fast-paced environment. Consistently met performance benchmarks in all areas (Quality, Customer satisfaction and AHT).
• Providing support to Apple customers globally (North America, Europe, Asia, South America etc.)
• Understanding the customer concerns and emotions. Trying all the possible options using the help of company policies and articles in Knowledge Base (KB) to fix the customer concern.
• Uploading status of chats in the Customer Relationship Management or CRM database.
• Ensuring that all the chat and email communication activities are performed in accordance with the company policies.
• Timely resolution to the customer inquiries while maintaining a positive and friendly attitude.

Bengaluru, Karnataka, India

• Responsibilities as an SME: Handling a team of new hires and coaching them about the process and maintaining the matrix as per the client requirements.
• Making sure that the team perform well during the peak season of the business by conducting various couching sessions, feedbacks, training, one on one with the team members etc.
• Mentoring and training other SMEs' and new hires for the same process based in Hyderabad (3 weeks project).

Bengaluru, Karnataka, India

• As a digital interaction advisor, I dealt with the North American customers on the chat platform and resolving their issues with services offered by a leading MNC (Target Corp.).
• The job required to help customers with their pre and post order related queries and their accounts in Target.com.

Bachelor'S Degree, Economics

Business/Commerce, General