Debarati Bhattacharjee

Dynamic customer service and operations professional with experience at Wipro Ltd supporting the Openreach UK process. Skilled in B2B customer and engineer support, process management, quality assurance, workforce coordination, performance reporting, training, and continuous improvement. Experienced in using Power BI, Excel, ServiceNow, and Microsoft Office to analyze performance, identify process gaps, and improve service delivery.

Recognized for strong communication, adaptability, problem-solving, and a consistent focus on customer satisfaction and operational efficiency.

Customer Service Support Associate | Openreach, UK Process at Wipro Ltd

• Handled customer inquiries through inbound voice, online chat, data, and email channels, ensuring timely and professional resolution.
• Provided proactive updates and follow-ups to improve customer satisfaction and maintain service quality.
• Supported customers with product and service issues while identifying root causes of dissatisfaction and potential lost-sales opportunities.
• Implemented customer feedback mechanisms and analyzed survey and feedback data to identify trends and service improvement opportunities.
• Maintained accurate customer interaction records in support databases and adhered strictly to company policies and procedures.
• Participated in regular training to stay current with product offerings, policies, procedures, and process changes.
• Developed process-improvement initiatives based on identified trends, contributing to enhanced service quality and operational efficiency.

Subject Matter Expert (SME) | Openreach, UK — Voice & Data Process at Wipro Ltd

• Managed inbound voice operations for customer and engineer-facing B2B processes, supporting service delivery and issue resolution.
• Oversaw data work, SLA compliance, and volume-reduction strategies to improve operational performance.
• Managed workforce attrition and shrinkage and prepared staff rosters and employee leave schedules to maintain adequate coverage.
• Monitored Productivity, Occupancy, and Efficiency and prepared daily performance reports covering login details, volume, CSAT, AHT, and quality.
• Maintained quality-audit responsibilities and oversaw quality control to identify inconsistencies, malfunctions, and process gaps.
• Collaborated with cross-functional teams to improve service delivery standards and customer satisfaction.
• Conducted training and knowledge-sharing sessions on new tools, methodologies, and process requirements.
• Provided one-to-one coaching and support to team members and managers to drive continuous improvement.
• Analyzed client requirements and developed tailored solutions, strategies, and action plans addressing efficiency, cost, and profitability.
• Organized client meetings, provided project updates, and reviewed deliverables for compliance with industry standards and practices.

Process Trainer at Wipro Ltd

• Facilitated workshops focused on process improvement and operational efficiency.
• Collaborated with teams to identify training needs, knowledge gaps, and process improvement opportunities.
• Delivered training to improve IT engineers’ communication and process-handling skills.
• Created training materials for new and revised processes at Wipro Ltd.
• Evaluated training effectiveness through participant feedback and assessments and maintained accurate training records.
• Used Microsoft Office Suite and Adobe Creative Suite to support instructional design and training delivery.
• Recommended measures to improve operational efficiency while minimizing costs.

M.Sc. (Postgraduate) in Anthropology – University of Calcutta (2019)

B.Sc. (Graduate) in Anthropology – University of Calcutta (2017)