Sukanya Mukherjee

About Sukanya Mukherjee

I am a highly skilled and results-oriented professional with over a decade of experience in Management, Operations, and Customer Service in the IT industry. Throughout my career, I have consistently demonstrated excellence in these domains.My expertise lies in leading teams dedicated to troubleshooting customer complaints, ensuring swift and effective resolutions. This commitment to customer satisfaction has been instrumental in building a strong and enduring track record of success.I am proficient in formulating and implementing strategies aimed at resolving service desk issues and enhancing customer satisfaction. This proactive approach has resulted in notable improvements in customer experiences and overall service quality.As an excellent communicator and a natural leader, I have effectively fostered lasting relationships with key customers and clients. My ability to deeply understand their unique requirements and provide tailored solutions has been instrumental in maintaining these connections.Furthermore, I am highly organized and possess a keen eye for detail, which allows me to consistently deliver exceptional results in the IT industry\'s dynamic and demanding landscape.

Experience

1. Operations Team Lead

   Wipro

   Jul 2021 — Present · Bengaluru, IN

   Proficiently handle all inbound client assistance requests through telephone and/or email, demonstrating exceptional courtesy.Thoroughly document essential end-user information, encompassing names, departments, contact particulars, and a comprehensive description of the encountered problem or issue.Maintain and update personal availability status within the RAVE system to optimize the overall efficiency of the support process.Diligently record, monitor, and document all incoming inquiries, delineating the troubleshooting steps taken and the outcomes, both successful and unsuccessful.Adhere to established protocols and procedures in order to methodically resolve client queries.Ensure the resolution of client queries aligns with the Service Level Agreements (SLAs) defined within the contractual framework.Access and proficiently manage internal knowledge repositories, resources, and frequently asked questions to facilitate effective problem resolution for clients.Acquire and master pertinent product details to enhance client interactions and troubleshoot effectively.Meticulously document and analyze call logs to identify recurring trends, thereby proactively mitigating potential future issues.Regularly update self-help resources for clients, thereby expediting the resolution process. Identify potential issues of high significance and promptly escalate them to the Team Leader when resolutions are delayed or inadequate.Prioritize transparency and compliance by ensuring clients receive comprehensive product information and disclosures, both before and after their inquiries via call or email.Uphold service agreements and proactively mitigate legal challenges.

Education

• University of Calcutta

  Bachelor’s Degree, English Hons.

  2010 — 2013

• Jaipur National University

  Master of Business Administration - MBA, Human Resources Management/Personnel Administration, General

  2018 — 2020

• Bharatiya Vidya Bhavan

  High School, Business/Commerce, General

  1995 — 2010

Skills

• Microsoft Office
• Management
• Microsoft Excel
• Customer Service
• Public Speaking
• Powerpoint
• Leadership
• Microsoft Word
• Client Services
• Communication
• Time Management
• Customer Relations
• Customer Support
• Customer Engagement
• Marketing