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Jasmine Dutta

@jasminedutta

Customer care associate at Nestle Professional who transitioned NP processes in-house and consolidated three channels on Genesys.

India

Message

At Nestle Professional, I supported the transition of the NP process from outsourcing to in-house operations and streamlined three communication channels into Genesys. I also developed a training manual, conducted sessions for new employees, and evaluated team calls.

At CashKaro, I resolved customer queries and escalations across channels, independently handled ICICI cashback and Pockets queries, and trained junior staff. Earlier, I created SEO-friendly content at Your Reputations Consulting and supported customer care at BPTP Ltd.

Experience

Work history, roles, and key accomplishments

Contact Centre Associate

Nestle Business Services

Oct 2023 - Jul 2026 (2 years 9 months)

Led transition of NP process from outsourcing to in-house operations and streamlined communication channels into a single platform. Developed training manuals and conducted training sessions for new employees.

Genesys Training Process Improvement Communication Skills Stakeholder Management

Senior Customer Care Associate

CashKaro

Oct 2021 - Jan 2023 (1 year 3 months)

Resolved escalations across all channels and managed ICICI cashback and Pockets queries. Trained and mentored junior staff on customer service techniques.

Google Docs Excel Microsoft Word Microsoft Teams One Drive Customer Service Escalation Management Training

Content Writer

Your Reputations Consulting

Nov 2016 - Jun 2017 (7 months)

Produced engaging and error-free content with strong writing, editing, and proofreading skills. Conducted keyword research and crafted SEO-friendly articles to boost organic traffic.

Writing Editing Proofreading SEO Keyword Research Content Creation

Customer Care Executive

BPTP Ltd.

Apr 2016 - Nov 2016 (7 months)

Assisted large volumes of customers daily and took ownership of issues to ensure resolution. Maintained accurate records of customer interactions and collaborated with teams.

Customer Service Issue Resolution Record keeping Collaboration