Experience

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  Settld

  • United Kingdom
  • Information Technology & Services
  • 1 - 100 Employee

  • Business Optimisation Specialist

    • Mar 2024 - Present

    • Effectively query databases using PostgreSQL and MS Excel to extract pertinent information for analysis, detailed reports and dashboards for decision-making.• Reviewing Google Analytics data, ensuring accuracy and completeness in reports to deliver timely and comprehensive insights to support informed decision-making and drive business growth.• Monitor Customer & Operational KPIs and metrics to drive customer success.• Assist in operations and customer support and work with across the functional team to optimize workflow.• Quality assurance and testing for technical updates, ensuring the seamless integration and functionality of our systems to maintain operational efficiency.• Conduct market research and competitive analysis to provide valuable suggestions for enhancing overall business processes and driving continuous improvement initiatives.

  • Customer Support & Operations

    • Apr 2023 - Mar 2024

    • Delivered top-notch customer support to B2B clients (Banking, Insurance, Finance, Energy, Water) and B2C (executors/admins of the deceased) customers in the UK region.• Managed day-to-day operations – document and KYC verification, notifying service providers, monitoring SLAs, updating and retrieving customer data, overseeing processes to ensure smooth workflow and optimal resource utilization.• Collaborated with cross-functional teams to gather and implement website content updates (using WordPress), and optimize/automate the back-office functionality.• Used SQL (PostgreSQL) and MS Excel to fetch and manipulate data and created reports as per business requirements. • Conducted research to gather information, analyze data, create reports, and contribute to decision-making processes.

• 

  Amazon

  • Kolkata, West Bengal, India

  • Virtual Customer Service Associate

    • Jul 2022 - Oct 2022
    • Kolkata, West Bengal, India

    • Provided timely, accurate and professional customer assistance, solved customer queries bycontinuous research and reviewing of latest changes in company policies, resolved pending ticketswith effective communication, expediting orders, troubleshoot and corrected post-sales issues.• Smoothly handled disgruntled and dissatisfied customers through active listening and empathizing.Helped customers navigate through web pages and mobile apps for accounts, payments and orderrelated queries.• Developed emotional intelligence and active listening skills through handling large volume calls overflexible shifts.• Contributed in increasing overall customer satisfaction metrics and achieved numerous teamappreciations and positive customer reviews.

• 

  SADGURU ENGINEERS & ALLIED SERVICES PRIVATE LIMITED

  • Guwahati, Assam, India

  • Executive Assistant to Managing Director

    • Apr 2022 - Jul 2022
    • Guwahati, Assam, India

     Served as the direct assistant to the Managing Director and supported Him in coordinating multipleconstructions projects spread all over the Northeast India region. Assisted in strategic planning and execution of an Ethanol production plant project in Assam. Supervised office administration, follow-ups, scheduling appointments, preparing agendas & minutesof meetings, daily planning, travel bookings, managed logistics, writing, categorizing and replyingbusiness emails, record keeping in MS Excel and research works. Trusted with business-critical information ranging from confidential financial to client sensitive data,was able to successfully increase productivity and decrease executive workload. Awarded with a recommendation letter from the leadership as a result of my focused and dedicatedperformance and skills.

• 

  Kailash Chand & Sons

  • Guwahati, Assam, India

  • Executive Administrative Assistant

    • Oct 2021 - Apr 2022
    • Guwahati, Assam, India

     Reported directly to the Director and acted as the first point of contact. Worked closely with the marketing department for event preparation, advertising purchases,membership procurement, graphic design, and customer appreciation gifts. Executed a variety of administrative tasks that facilitate the Director’s ability to effectively lead theorganization, including but not limited to: assisting with special projects, designing and producingcomplex documents, reports, and presentations; collecting and preparing company documents andcorrespondence; maintaining contact lists; making travel arrangements; and completing expense andmileage reports. Mentored a sales team of five members of the sanitary department, planned and executed theirtours and was able increase sales numbers and performance of sales persons. Succeeded in delivering administrative support to other departments such as procurement/purchase,logistics and finance and developed a smooth coordination which resulted increased sales numbersand decreased after sales problems.

• 

  Air India Air Transport Services Limited

  • Guawahati

  • Senior Customer Service Executive

    • Jan 2019 - Jun 2021
    • Guawahati

    • Process passenger check-ins, ensuring accuracy of travel documents and adherence to airline policies and facilitate boarding procedures, manage queues, and assist passengers with seat assignments and boarding passes.• Address and resolve inquiries or issues related to flights, baggage, ticketing, and boarding.• Handled Domestic and International passengers with an exposure to variety of people, from different social strata, nationality and cultural background.• Smoothly coordinated and handled high security VVIP movement like the Prime Minister, President, Chief Minister and other high official dignitaries.• Provided executive assistance to the Airport Manager in scheduling meetings with other Airlines, Airport authorities, third party vendors and other stakeholders in the Guwahati Airport and managing operations.• Managed emails, sorted and filed documents, maintained daily passenger reports and MIS.

• 

  Epitome Educational Society

  • Assam, India

  • Senior IT Trainer

    • Nov 2015 - Jan 2019
    • Assam, India

    • Trained multiple batches of students and employees of Government and commercial establishments with industry standard computer skills.• Made learning more interesting and developed a friendly relationship with the students resulting in increased course completion percentage.• Consistently cultivated and expanded my skill set, diligently updating my technical knowledge to stay abreast of the latest advancements. This dedication allowed me to ensure that my students received up-to-date information and expertise.• Trained software like Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Adobe Photoshop, Adobe Illustrator, Adobe Premiere Pro, Corel Draw, Tally ERP and computer languages like HTML, CSS, JavaScript, C and C++.

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  Don Bosco Tech Society

  • West Garo Hills, Meghalaya, India

  • ITES and Communicative English Trainer

    • Feb 2013 - Jul 2013
    • West Garo Hills, Meghalaya, India

    • Supervised and trained industry standard IT skillsets among the underprivileged youth of the region.• Collaborated with the Village/Rural Headmen and Block Development Officers and organised events to educate the rural youth about the training program and opportunities.• Successfully handled the project with 100% placements of all trainees in reputable companies.