Looking for a job

Remon Basu

@remonbasu

ITSM analyst at Infosys supporting Cisco logistics and returns workflows, with portfolio dashboards for logistics delays and customer churn.

India

Message

What I'm looking for

I'm seeking an Analyst — ITSM opportunity where operational support, service performance and data-driven process improvement intersect.

At Infosys on the Cisco Project, I manage logistics and returns cases across concurrent workflows, keeping records structured and supporting timely closure. I investigate operational exceptions and track dependencies and turnaround requirements to support SLA/TAT adherence.

Previously, on Infosys’s Capital One Project, I analysed fraud and collections cases, examined recurring patterns and control gaps, and routed issues for escalation. I also monitored case-resolution KPIs and maintained dashboards and MIS to support process improvement.

At Concentrix on the Expedia Project, I managed customer and technical operations cases and used Salesforce CRM to document activity and analyse recurring issue trends. I flagged process issues and supported corrective-action initiatives.

My portfolio projects include an interactive dashboard analysing synthetic shipment records for logistics delays and returns, and a customer analytics dashboard covering retention, churn and revenue. I also completed research internships and a project internship in biostatistics and research at Presidency University.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Executive — Logistics & Returns

Current

Infosys — Cisco Project

Jul 2026 - Present (3 months)

Managed end-to-end logistics and returns cases, maintaining structured records and timely closure. Investigated operational exceptions using root-cause analysis and supported SLA/TAT adherence.

Case Management Root Cause Analysis SLA TAT Monitoring Escalation Management Documentation Process Improvement

Senior Process Associate — Financial Services Operations & Fraud

Infosys — Capital One Project

Nov 2025 - Jul 2026 (8 months)

Analysed high-volume fraud and collections cases, performing root-cause analysis and monitoring case-resolution KPIs. Coordinated with compliance and quality teams on investigations and escalations.

Fraud Analysis Collections Root Cause Analysis KPI Reporting MIS Data Integrity Escalation Management

Operations Representative — Customer & Technical Operations

Concentrix — Expedia Project

Nov 2024 - Nov 2025 (1 year)

Managed high-volume customer and technical operations cases, using Salesforce CRM for documentation and metric tracking. Applied structured problem-solving to identify root causes and deliver timely resolutions.

Salesforce Case Management Issue Analysis Root Cause Analysis Documentation Client Communication

Project Intern — Biostatistics & Research

Presidency University

Jan 2024 - May 2024 (4 months)

Led an end-to-end research project covering data collection, statistical analysis, and reporting. Maintained data integrity and documentation while working within constraints.

Data Collection Statistical Analysis Documentation Data Integrity