Anurekha Chatterjee

Results-driven Customer Escalations & Accounts Specialist with over 6 years of high-volume call center experience managing complex customer issues, technical troubleshooting, and retention strategies for Bell Canada Mobility and Residential Services (Fibe TV, Pure Fibre Internet, Home Phone, Smart Home Automation). Track record of maintaining a 96% CSAT average and an 88% retention rate while resolving critical escalated accounts on first contact. Skilled in advanced de-escalation techniques, root-cause analysis, team coaching, and navigating enterprise CRM systems.

Senior Customer Escalations & Accounts Specialist - Bell Canada (via NQX / Nordia Inc.) - Waterloo, ON

(2020-01)

Escalations Management & Account Retention, Technical Support & Operations, Leadership & Sales Solutions

• Manage tier-two escalated interactions for Bell Mobility and Residential Services (Fibe Internet, Fibe TV, Home Phone, Smart Home), successfully de-escalating high-risk customer disputes.
• Achieve an average retention conversion rate of 88% on accounts threatening cancellation through strategic bundle restructuring, loyalty incentives, and hardware upgrades.
• Audit and resolve complex billing errors—including multi-line mobility charges, promotional rate expirations, and device return fees—issuing compliant adjustments within policy limits.
• Maintain a 96% CSAT rating and a 90% First Contact Resolution (FCR) rate across all tier-two escalated accounts.
• Perform root-cause troubleshooting for complex Bell Pure Fibre and Mobility signal/roaming escalations, collaborating directly with Field Operations and Network Engineers to dispatch technicians.
• Deliver tier-two support for residential modem/router configurations, Giga Hub Wi-Fi setup, and mobile network connectivity.
• Navigate enterprise CRM and order platforms (Salesforce, Amdocs, SingleView, OrderMax, Blueprint via IBM Process Manager) simultaneously to execute account changes and log accurate case details.
• Mentor and coach a team of 25 customer service and sales representatives on advanced de-escalation tactics, active listening, sales strategies, and case logging standards.
• Cross-sell Bell Residential Services (Fibe Alt TV, Giga Hub) and Mobility plans to existing subscribers, consistently achieving 115% of monthly sales-through-service targets.
• Consistently rank in the top 10% of agents for balancing optimal Average Handle Time (AHT) with 98%+ Quality Assurance (QA) audit compliance.
• Educate customers on self-serve platforms (MyBell App, online account portal), driving digital migration and reducing repeat call volume.

Master of Arts (M.A.) - Political Science - University of Calcutta WB, India