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Sudev Sundar Goswami

Senior Associate Client Tech Support

Work History

May 2016Present

Client Tech Support Senior Associate

Dell International Services

Software and Hardware Troubleshooting for Dell PC owners (laptop & desktop) based in US and Canada. 

Jul 2014Feb 2016

Senior Associate

WIPRO

Consumer based software and hardware troubleshooting for Hewlett Packard laptop users based in United States and Canada. 

Guided my team as a Sales Coach to meet and exceed the assigned revenue target without compromising on the user experience.

Summary

As a Technical Support  Executive within the Customer Service sector , I have a proven track record of exemplary level of service to a wide range of clients.Met the client  satisfaction target  as well as Revenue Per Call target for consecutive 10 months.

My objective is to ensure that I resolve user's issue on the very first contact and contribute to the overall success of the organization.

Academia

Aug 2010Jun 2014

Bachelors in Technology

West Bengal University Of Technology

Electronics and Communication Engineering

Apr 2009May 2010

Senior Secondary

Central Board Of Secondary Education

Science Stream

Apr 2007May 2008

Secondary

Central Board Of Secondary Education

Skills

Customer Retention

Provide the best User Experience to retain the client.

Effective Communication

Making the Client Journey Easier.

Flexibility

Managing clients with different needs

Easily adapting to each and every process change.

Creativity

Contributing with ideas to improve the process and enhance Client Satisfaction.

Speed

Quick to learn with quality and consistency.

Key Responsibilities Handled

  • Helping my fellow colleagues to improve their communication skills.
  • Scrubbing of entity data to help in improving CSAT scores.
  • Helping and suggesting ways to my team to provide the best user experience.

Personal Qualities

  • Ability to persuade and convince people.
  • Strong motivational and logical skills.
  • Ability to produce the best result in pressure situations.

Achievements

Awarded the  CX award  for Q3 FY17. 

Awarded the OnTheSpot award for Q3 FY 2017.

Personal Details

DOB: 29:08:1992

Languages known: English, Hindi, Bengali

Current Address: 329 Pankaja Nilaya Appareddipalya Indiranagar Bangalore -560038

Permanent Address: B7/2 Indralok Housing Estate Paikpara Kolkata - 700002