Basab Roy | Business Analyst

Basab Roy

Business Analyst

Based in West Bengal, India

About

A passionate and driven Data Analyst embarking on an exciting journey into the world of data-driven insights. What truly motivates me is the ability of data to tell stories and drive decision-making. I enjoy staying updated with the latest trends and technologies in the field, participating in online courses and communities to continuously expand my knowledge and skill set. I am eager to bring my passion for data and dedication to excellence to a dynamic team where I can contribute meaningfully and continue to develop as a Data Analyst.

Skills

Projects

Company Database

In this MySQL project, I undertook the task of designing and implementing a comprehensive database system for a company to manage its employees and clients efficiently. The database serves as a hub for organizing crucial information, streamlining processes, and enhancing overall productivity.

Coffee Sales Dashboard

In this project, I leveraged the power of Microsoft Excel to create an insightful dashboard focused on analyzing coffee sales data. Drawing from a diverse range of data sources, including transaction records, customer demographics, I meticulously organized and processed the data to derive insights.

E - Commerce Sales 2018 Dashboard

This Power BI portfolio project will offer clients an intuitive dashboard to track and analyze their e-commerce sales data for 2018. With detailed insights into revenue, product performance, and customer behavior, this tool empowers decision-making and planning for optimizing business growth.

Social Buzz - Content Analysis

Certified by: Accenture, North America.

Online Retail Analysis

Certified By: TATA

Experience

2020 - 2021

Customer Support Associate at Tech Mahindra

• Managed 60+ customer interactions daily, providing technical troubleshooting and problem resolution, which boosted customer satisfaction ratings by 35% over a 6-month period. • Provided exceptional customer service to over 100 clients daily, resolving 95% of issues on the first contact and earning a customer satisfaction rating that consistently exceeded 90%.

2022 - 2023

Customer Support Executive / Mentor at Teleperformance

• Spearheaded the development and execution of a comprehensive training program for customer support staff, leading to a 30% increase in customer satisfaction ratings and the successful mentorship of 50+ team members over six months. • Coached and elevated a team of 25 customer support agents which led to a 35% increase in customer satisfaction ratings and a 20% improvement in first-call resolution rates over a 6-month period. • Elevated customer satisfaction scores by 25% over a 6-month period by developing a comprehensive training program and mentorship model for support staff, focusing on empathetic communication and efficient problem-solving techniques.

Education

2015 - 2019

Bachelor of Technology in Electrical Engineering

Dr. B. C. Roy Engineering College, Durgapur.