Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sumit Banerjee

Melbourne,VICTORIA

Summary

Detail-oriented data analysis student seeking internship to apply expertise in Excel, Power BI, and Oracle SQL. Proficient in data manipulation, visualization, and efficient querying for insightful decision-making. Known for accuracy, effective communication, and collaborative problem-solving to drive organizational success through a data-driven approach.

Overview

20
20
years of professional experience
1
1
Certificate

Work History

Customer Support Engineer

Spark NZ
09.2011 - 04.2023
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Analyzed and interpreted complex data from multiple sources.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
  • Installed, maintained and supported VoIP applications.
  • Monitored overall network performance.
  • Identified poor quality lines and underutilized circuits.
  • Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.

Customer Service Representative

Spark NZ
09.2006 - 09.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Provided support to customers, meeting demands of fast-paced call centre environments.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.

Hotel Night Manager

Rydges Lakeland Resort
01.2003 - 08.2006
  • Supervised team of 2 front desk agents and helped to resolve issues arising during shifts.
  • Coordinated with waits staff to regularly clean buffet areas and refill hot and cold items quickly.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided exceptional service and assistance to guests upon check-in.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Implemented effective digital dairy to prevent reoccurrence of guest issues, leading to better communication and backup data .
  • Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
  • Ensured highest standards of hotel security by overseeing night patrols and security checks, promptly resolving and documenting for smooth handover to morning team.
  • Employed effective communications and soft skills to build lasting relationships with guests, contributing to increase in repeat business .
  • Anticipated guests' needs and responded to all requests within reasonable amount of time.
  • Set up and entered all financial data into spreadsheets using Microsoft Excel.
  • Informed guests of hotel security features and offered details regarding fire and emergency procedures.
  • Balanced hotel accounts and resolved discrepancies.

Education

Certificate Course - Data Analyst

Industry Connect
Auckaland
11.2022

Post Graduate Diploma - Hospitality And Tourism

Pacific International Hotel Management School
New Plymouth
07.2004

Bachelor of Arts - Hospitality

IAM
Calcutta
08.2002

Skills

  • Data Analysis
  • Data visualization
  • Oracle SQL
  • Microsoft Power BI
  • Microsoft Excel
  • Network Configuration
  • Device Configuration
  • Cross-Functional Collaboration
  • Technical Support
  • Root Cause Analysis
  • Decision Making
  • Performance Metrics
  • Technical Troubleshooting
  • Product Knowledge
  • User Support
  • Remote Technical Support
  • CCNA Certification
  • Problem-Solving

Certification

  • CCNA , Cisco

Languages

Bengali
Native language
Hindi
Advanced
C1
Punjabi
Upper intermediate
B2
English
Proficient
C2

Timeline

Customer Support Engineer

Spark NZ
09.2011 - 04.2023

Customer Service Representative

Spark NZ
09.2006 - 09.2011

Hotel Night Manager

Rydges Lakeland Resort
01.2003 - 08.2006

Certificate Course - Data Analyst

Industry Connect

Post Graduate Diploma - Hospitality And Tourism

Pacific International Hotel Management School

Bachelor of Arts - Hospitality

IAM

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Sumit Banerjee