Suchitra Sinha Email & Phone Number

Bengaluru, Karnataka, India

Kolkata

Working as an Escalation Manager and managing a team of 8 members.Provide support & maintenance of each individual within the Team and deal with escalations from clients.Working on projects with clients and providing inputs so that work can be easier. Contribute towards process improvement and automation.Monitor excels sheets and alerts to identify production issues.Planning of absence/missions/sick leaves/training of team members as well as roster management.Identifying Bugs and working with the engineering team for the fix.Prepare knowledge documents for new issues and train team members with the resolution to fix it.Create process and workflow related documents.Track and handle escalated issues presented by tier 1, tier 2 and tier 3 analysts.

Kolkata, West Bengal, India

Worked for a telecom project and handled customer queries.Solved customer queries related to data issues, network issues, handsets and billing issues.Resolve issues and ensure customer satisfaction within timelines.Ensure updating of product, system, process and policy knowledge.Increase, develop and retain customer base through relationship building and service.Manage all customer interactions as rostered within parameters.Prepare reports by collecting, merging, analyzing, and summarizing information.Fielded incoming requests of external sources and ensured timely and effective resolution of end user issues.Taking KT sessions for new joiners and making them aware of the process, time limits, roles, responsibilities and project policies. Preparing KB documents for a smooth flow of knowledge in the team related to process, newly implemented policies and new accesses.