Pranoy Sarkar
Associate || ITIS(Incident,Service-Request,SLA management) | ServiceNow, iFix | RCA-RCM | Escalation handel | SAP_MDM | Va-Chat,Business-billing,Invoice,Order fulfillment | ITIL foundation certification
- Role
- Associate at Tata Consultancy Services
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Pranoy Sarkar
Seasoned customer centric professional with demonstrated experience of delivering quality…
Experience
Associate
Aug 2021 — Present · Kolkata, IN
Achieved FCR / first call resolution of more than 75% for all the handled queries• Incidents, Service Requests, problems queries of user• Remote troubleshooting,Ticketing• Managing direct invoice, business billing, purchase related issues of all the distributor points• End to end resolution for failed, canceled orders• Process effectiveness with an average NPS of more than 60%• Identifies the need to Escalate specific issues & Follow-up through when necessary• RCA analysis, end to end CRM analysis• Collaborating with cross-functional project teams on task assignments to ensure ontime completion• Preparing multiple reports on daily, monthly basis (SLA & TAT analysis)
Education
Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT
Bachelor's degree
Skills
- Android Development
- C
- Jquery
- Java
- Assembly Language
- Php
- Cascading Style Sheets (Css)
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