Shomik Bhattacharya
Team Leader / SME
About
Engineering graduate with experience in customer service operations, business analysis, CRM, performance analytics, team coaching, and workflow optimization.
Experience
Team Leader / SME
Green Call Technology
Dec 2023 - May 2024 · Siliguri
Led 25 agents; raised First-Call Resolution by 14% and maintained 92% CSAT. Introduced scorecards and weekly coaching, cutting Average Handle Time by 11%. Coordinated with WFM and Quality teams, trimming queue backlog by 18%.
Customer Care Executive
Cegura Technology Solutions
Jun 2022 - Nov 2023 · Siliguri
Handled 80+ daily multichannel cases with 95% logging accuracy. Fed user insights to the Product team, driving features that increased adoption by 9%. Automated ticket segmentation in Freshdesk, reducing response time by 67%.
Business Analyst - Pricing
Ergode Inc.
Jan 2021 - May 2022 · Siliguri
Benchmarked competitor prices on Amazon, Walmart, and eBay, boosting margin by 5%. Built an Excel-VBA dashboard, saving 6 hours per week of manual updates.
Education
Surendra Institute of Engineering & Management, MAKAUT
B.Tech., Electronics & Communication Engineering
2019
CGPA 7.49