Summary
Overview
Work history
Education
Skills
LEADERSHIP & ACHIEVEMENTS
Timeline
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JYOTISMITA KALITA

Dublin,Ireland

Summary

Detail-oriented professional with extensive experience in omni-channel customer service. Achieved high first-contact resolution rates and consistently exceeded service level agreements. Proficient in CRM systems for delivering tailored financial guidance while ensuring compliance with regulations. Flexible availability supports operational needs across various shifts, including weekends and evenings.

Overview

3
3
years of professional experience
5
5
years of post-secondary education

Work history

Retail Sales & Customer Advisor

Holland & Barrett
Dublin, IRELAND
12.2024 - 05.2025
  • Managed 60+ daily omnichannel customer interactions with a 95% first-contact resolution rate while demonstrating flexibility across rotating shifts, including weekends and evenings.
  • Delivered compliant advisory services with 100% accuracy in customer data handling and documentation within proprietary CRM systems while maintaining GDPR compliance.
  • Exceeded monthly quality assurance targets by 15% through adopting a right-first-time approach, identifying customer needs efficiently, and providing tailored solutions.
  • Resolved complex complaints with a 93% customer satisfaction rating while adhering to regulatory guidelines and employing active listening techniques to build customer trust.

Senior Consultant

SAOR WATER, ISC Group
Dublin
06.2024 - 09.2024
  • Developed comprehensive customer journey maps and support frameworks for account management, billing queries, and product concerns, achieving a 22% improvement in retention metrics.
  • Designed interaction scripts that enhanced first-call resolution rates by 17% while collaborating on service-level agreements.
  • Identified retention risks through data analysis, resulting in a 19% reduction in account attrition and a 25% enhancement in customer satisfaction.
  • Resolved complex complaints with a 93% customer satisfaction rating by employing active listening techniques and adhering to regulatory guidelines.

Business Consultant

Allergy Standards & Airmed Health group
Dublin, IRELAND
02.2024 - 07.2024
  • Created CRM dashboards to identify at-risk accounts, enhancing retention by 27%.
  • Developed targeted communication strategies, boosting customer trust metrics by 31%.
  • Presented detailed customer insights to stakeholders, enabling data-driven decision making.
  • Implemented quality assurance measures, standardising procedures, and improving service consistency by 24%.

Business Development Associate

BYJUS
India
01.2022 - 04.2022
  • Achieved 200% of target KPIs through consultative customer engagement techniques.
  • Handled 45 inbound and outbound customer calls daily, maintaining a 92% quality score.
  • Managed sensitive customer data in Salesforce CRM, ensuring zero compliance breaches.
  • Re-engaged at-risk customers through personalised outreach, securing a 40% conversion rate.
  • Developed and shared best practices for complex query resolution, improving first-contact resolution rate by 18%.

Education

Bachelor of Technology - Chemical Engineering

Government Engineering College
01.2017 - 01.2021

Masters - Management (Business)

Dublin City University
01.2023 - 01.2024

Skills

  • Retention & Loyalty Strategies
  • Contract renegotiation
  • Churn minimization
  • Renewal support
  • CRM & Communication Tools
  • CRM systems
  • Phone/email handling
  • SMS outreach
  • MS Office
  • Sales & KPI Tracking
  • Target achievement
  • Pipeline conversion
  • Churn risk reporting
  • Business Intelligence Tools
  • SQL
  • Tableau
  • Power BI
  • Excel
  • Organizational Strengths
  • Detail-focused
  • Self-directed
  • Strong initiative
  • Adaptability

LEADERSHIP & ACHIEVEMENTS

  • MENTOR, DCU HACK4CHANGE Hackathon, 03/01/24, Guided innovation teams in project design and problem-solving
  • Fellowship, Teach for India NGO Fellowship, 2-year Fellowship
  • MERIT SCHOLARSHIP, DCU, 2023-2024, Awarded for academic excellence
  • WOMEN IN LEADERSHIP, Discover EY, 03/01/24, Part of 35 participants at EY HQ Dublin

Timeline

Retail Sales & Customer Advisor

Holland & Barrett
12.2024 - 05.2025

Senior Consultant

SAOR WATER, ISC Group
06.2024 - 09.2024

Business Consultant

Allergy Standards & Airmed Health group
02.2024 - 07.2024

Masters - Management (Business)

Dublin City University
01.2023 - 01.2024

Business Development Associate

BYJUS
01.2022 - 04.2022

Bachelor of Technology - Chemical Engineering

Government Engineering College
01.2017 - 01.2021

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JYOTISMITA KALITA