Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Technology & Tools
References
Timeline
Generic

Sangeeta BISWAS

Parramatta,Australia

Summary

Experienced professional, having worked in IT, retail and finance industry, with extensive experience as IT service manager , sales assistant and customer support executive.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative

LAVERNE CAPITAL PTY LTD
Sydney, Australia
04.2024 - 11.2024
  • Foster collaborative relationships with prospective clients from various sources.
  • Proactively engage with customers to ensure an exceptional customer experience and promptly resolve any issues.
  • Strategically collaborate with insurance underwriters to deliver affordable, competitive, and discounted premium quotes to clients/prospects.
  • Harness platforms like Insight (CBN), Bitrix, Google Suite, Outlook, and Thunderbird for seamless communication and efficient record management.
  • Proactively maintain a book of business by retaining customers, providing prompt assistance with insurance inquiries, and ensuring top-notch customer service.
  • Offer comprehensive support to all departments, promptly addressing customer inquiries and efficiently processing checks for marketing products like Investor desk and Gravitas.
  • Thoroughly document customer interactions and transactions, referring any unresolved grievances to designated departments for swift resolution.
  • Efficiently address customer inquiries, troubleshoot problems, cross-sell products, and deliver up-to-date product information.
  • Maintaining an effective relationship with all business partners, referral partners, and ensuring smooth onboarding of new partners in multiple platforms to build a strong business network.
  • Continuously drive improvements in customer service satisfaction through proactive analysis, conflict resolution, and concern resolution.
  • Execute administrative tasks with precision, maintaining thorough records, and ensuring seamless policy renewals.

ITIL PACKS Analyst

British Telecom
Kolkata, India
01.2022 - 08.2023
  • Company Overview: British Telecom (BT) BT Group plc (trading as BT and formerly British Telecom) is a British multinational telecommunications holding company headquartered in London, England
  • India is the biggest BT Group hub outside of UK
  • It supports some of the world's largest multinational organisations in contract delivery, customer service, network engineering, data analytics, HR, billing and procurement
  • I secured this subsequent appointment out of numerous applicants to claim responsibility for maintaining problem capacity availability and service continuity for premium customers by delivering high customer satisfaction through reliability and trust to develop long-term business relationships
  • The challenge of this role was balancing reactive incident management with proactive problem resolution and ensuring the high availability of critical IT services while maintaining robust service continuity by curtailing business disruptions
  • My collaborative efforts include strategic planning and continuous improvement to overcome challenges and deliver organisational value
  • Qualified for the Bronze Medal Award by positively impacting 45% of user experience
  • Initiated a rule to eliminate 90-day redundant information, contributing to a more efficient, cost-effective, and compliant data management strategy, contributing to streamlined processes and workflows
  • Successfully maintained a low MTTR metric by minimising downtime and reducing the impact on business operations by restoring the systems' full functionality after incidents or outages
  • Delivered tangible benefits to enhance service quality, improving the customer experience through regular report sharing with stakeholders
  • Proactively categorised resilient and non-resilient incidents based on site performance regarding Availability Management to assess, manage and mitigate risks effectively
  • Consistently upheld a commitment to fulfilling contractual obligations through regular reporting on SLA adherence and accountability for service performance
  • Analysed MTTR, Severity, and SLA adherence data regarding availability management and identified areas for improvement to enhance service reliability and improve incident response
  • Maintained open communication channels with premium-level customers throughout the problem management process with regular updates on progress
  • Fostered collaboration and knowledge-sharing between two trainees to accelerate their learning process through peer support and interaction
  • British Telecom (BT) BT Group plc (trading as BT and formerly British Telecom) is a British multinational telecommunications holding company headquartered in London, England
  • India is the biggest BT Group hub outside of UK
  • It supports some of the world's largest multinational organisations in contract delivery, customer service, network engineering, data analytics, HR, billing and procurement

SIAM Analyst

Tata Consultancy Services Ltd
Kolkata, India
02.2018 - 01.2022
  • Through this role, which included Crisis Situation Management, I navigated numerous challenges using a combination of technical expertise, project management skills, interpersonal capabilities, and strategic thinking to support service integration and deliver value to clients across multiple vendors
  • Appointed as MIM Analyst, responsible for forecasting technical tower-based health reports to clients and stakeholders to enable proactive decision-making and preemptive actions to enhance operational efficiency while reducing downtime
  • Effectively analysed business impacts concerning critical and noncritical incidents while managing multiple communication channels amidst fast-paced and complex incidents
  • Provided non-business support to ensure continuous service availability, enhancing customer satisfaction by minimising downtime while navigating resource constraints during off-hours
  • Created post-incident review through objective and transparent analysis by identifying root causes, lessons learned, and areas for improvement
  • Maintained compliance with regulatory requirements, industry standards, and internal policies by adhering to governance frameworks
  • Through careful planning and coordination, reduced disruptions by effectively managing change requests, assessing impacts, and communicating changes to all stakeholders
  • Upheld business continuity by sustaining robust contingency planning and disaster recovery measures to mitigate risks and decrease downtime
  • Continuously optimised service delivery to enhance efficiency, reduce costs, and improve quality through ongoing performance analysis

Service Desk Analyst

Tata Consultancy Services Ltd
, India
09.2014 - 02.2018
  • In this role, I specialised in Level 1 and 2 troubleshooting scenarios for operating systems (OS), Active Directory (AD) and applications and provided essential support to end-users by providing step-by-step guidance to resolve issues effectively and efficiently

Education

Bachelor of English & Literature -

Skills

  • Onboarded 20 new business clients every month for business insurance
  • Onboarded five referral partners on the company's remittance platform quarterly
  • Generating 4-5 leads for life insurance weekly
  • Leading the Sales & Distribution team across the state, fostering relationships with all current stakeholders and referral partners in order to expand the business network
  • Qualified for the Bronze Medal Award by positively impacting 45% of user experience and reducing 014 full time equivalent employee headcount yearly
  • Awarded the highest performer incentive for placing the maximum number of business insurance policies for two consecutive months in the business, and appreciation was received from the company director for outstanding performance
  • As a problem manager, was able to identify several Problems in Client's IT infrastructure and co-ordinate with various technical teams to mitigate the problems altogether

Certification

  • ITIL V3 Foundation
  • ITIL 4 Foundation
  • ITIL Strategy & Delivery

Languages

English
Full Professional
Bengali
Native/ Bilingual
Hindi
Professional

Accomplishments

  • 2021: Nominated COVID Supporter Group: - Recipient of Awards from Global HR Head
  • 2017: Registered LGBTQ Supporter – poster making, rally march and awareness conferences
  • 2016 – 2019: TCS Safety First Champion

Technology & Tools

  • Insight
  • Zoho
  • Bitrix
  • ServiceNow
  • BMC Remedy

References

References available upon request.

Timeline

Customer Service Representative

LAVERNE CAPITAL PTY LTD
04.2024 - 11.2024

ITIL PACKS Analyst

British Telecom
01.2022 - 08.2023

SIAM Analyst

Tata Consultancy Services Ltd
02.2018 - 01.2022

Service Desk Analyst

Tata Consultancy Services Ltd
09.2014 - 02.2018

Bachelor of English & Literature -

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Sangeeta BISWAS