Chirandeep Basu
Subject Matter Expert
Hyderabad
Summary
Proven expert in enhancing team performance and user satisfaction at Wipro LTD, I leverage strategic thinking and strong analytical skills to develop creative solutions. With a track record of mentoring and streamlining processes for efficiency, my approach boosts productivity and fosters a culture of continuous improvement. Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert
Wipro LTD
09.2023 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
- Monitored and tracked user progress to identify improvement opportunities.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Collaborated with management to identify and prioritize new development concepts.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Improved user productivity and efficiency through system training and support.
- Facilitated product development with implementation of standard best practices.
- Influenced decision-making processes by presenting data-driven insights into key organizational issues.
- Preparing PKTs for renowned worldwide social media platform
Associate
Wipro LTD
09.2021 - 08.2023
- Worked varied hours to meet seasonal and business needs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Greeted customers and offered assistance for increased customer satisfaction.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Drove accuracy of content through careful proofreading and fact-checking.
Customer Care Executive
Teleperformance
08.2016 - 09.2021
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided customer support through email to the people of US and Canada on behalf of a leading cab service provider
- Later on, moved to level 2 escalation team
- Worked as a back office travel associate for a leading online travel domain
Customer Care Executive
VAP Technologies Pvt. Ltd
12.2015 - 07.2016
- Making calls to foreign residents to collect their responses about general lifestyle, ensuring proper data confirmation. This is part of an international lifestyle survey process.
Customer Care Executive
Concentrix Daksh Services India Private Limited
04.2014 - 11.2014
- Handling calls for premium customers of an international telecom service provider.
Customer Support Associate
Firstsource Solutions Limited
08.2012 - 04.2014
- Handling calls for premium postpaid customers.
Education
Bachelor of Commerce - Accountancy
North East Frontier Technical University
Arunachal Pradesh 04.2001 -
Uchya Madhyamik -
Birati Mahajati Vidyamandir
Kolkata 04.2001 -
Madhyamik -
Birati Mahajati Vidyamandir
Kolkata, India 04.2001 -
Skills
Training and mentoring
Strategic Thinking
Creative solutions
Strong analytical skills
Timeline
Subject Matter Expert
Wipro LTD
09.2023 - Current
Associate
Wipro LTD
09.2021 - 08.2023
Customer Care Executive
Teleperformance
08.2016 - 09.2021
Customer Care Executive
VAP Technologies Pvt. Ltd
12.2015 - 07.2016
Customer Care Executive
Concentrix Daksh Services India Private Limited
04.2014 - 11.2014
Customer Support Associate
Firstsource Solutions Limited
08.2012 - 04.2014
Bachelor of Commerce - Accountancy
North East Frontier Technical University
04.2001 -
Uchya Madhyamik -
Birati Mahajati Vidyamandir
04.2001 -
Madhyamik -
Birati Mahajati Vidyamandir
04.2001 -
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