Niladri Ghosh

Supported day-to-day BPO operations by monitoring workflow, team performance, and adherence to client and process requirements. Provided coaching, guidance, and performance feedback to associates to strengthen productivity and customer experience.

Provided customer-facing technical support for users of a major US technology company, troubleshooting product and service issues. Diagnosed reported issues through structured questioning and troubleshooting steps, documenting actions and outcomes accurately.

Supported the analysis and continuous improvement of quality standards and the QA framework. Audited customer interactions for product knowledge, policy compliance, service procedures, and script adherence.

Responded to customer inquiries, concerns, and service requests using Salesforce and Zendesk. Managed customer relationships, handled complaints, and routed unresolved issues to the appropriate teams.

Prepared and managed invoices while supporting customer satisfaction and service requirements. Maintained inventory and account records and prepared reports on sales and expenditure.

Completed an apprenticeship, acquiring hands-on experience in hotel operations and service standards.

Pursued a Bachelor's degree in Hotel Management, gaining foundational knowledge in hospitality operations and management.

Completed a winter internship, gaining practical experience in hospitality and resort operations.