Advisor in BT Group with a passion for team management | Ex-Amazonian | Ex-TCS

📍 Contact Information

Location: Kolkata, West Bengal 700140

Email: [email protected]

Phone: +919123785203

🎯 Professional Summary

Versatile and people-focused Business Process Advisor and Technical Support Specialist with a robust background in B2B telecommunications, utility operations, and e-commerce. Currently managing high-tier technical diagnostics and business continuity for BT Group's SMB clientele, specializing in UCaaS, VoIP infrastructure, and strategic account growth. A proven leader with a track record of driving operational excellence, including scaling Amazon North America's retail division from a pilot team to over 2,500 associates. Expert in stakeholder management, consultative sales, and resource optimization, with a passion for cultivating high-performance team environments and driving digital transformation.

💼 Work Experience

Technical Support Specialist (Repairs Team)

BT Group-Kolkata, West Bengal Full-time | January 2026 to Present

Notice Period: 2 months

Overview: Dedicated to ensuring seamless business continuity for Small and Medium Businesses (SMBs) across the UK. I manage the end-to-end technical lifecycle for BT's business clientele, providing expert diagnostics for mission-critical connectivity and communication infrastructure while driving revenue through strategic account growth and hardware upgrades.

• Key Responsibilities:
  • Business Continuity Management: Provide high-tier technical diagnostics for SMB-grade Broadband, PSTN, and Cloud Voice lines, ensuring minimal downtime for business operations.
  • Unified Communications (UCaaS): Troubleshoot and optimize Cloud Voice solutions and Microsoft 365 ecosystems to support remote and hybrid business workflows.
  • B2B Consultative Selling: Act as a trusted advisor to SMB owners by upselling essential business tools, including Broadband renewals, ATA devices, and high-performance Cisco/Yealink handsets.
  • Technical Escalation & Field Coordination: Conduct deep-dive fault analysis to determine the necessity of On-site Engineer Appointments, managing the logistics of hardware deployment and physical repairs.
  • Account Retention: Proactively identify opportunities for service upgrades and contract renewals, bridging the gap between technical support and business development.
• Skills Demonstrated:
  • B2B Technical Support: SMB Infrastructure, VoIP, and Connectivity.
  • Solution Architecting (SaaS): Microsoft 365 and BT Enterprise Software.
  • Revenue Generation: Consultative Sales, Upselling, and Retention.
  • Enterprise Hardware: Cisco, Yealink, and ATA device configuration.
  • Professional Stakeholder Management: Communication with business owners and IT decision-makers.
• Industry Expertise:
  • B2B Telecommunications & ISP Operations
  • SMB Digital Transformation
  • Unified Communications & VoIP (UCaaS)
  • Technical Sales & Client Relationship Management

Business Process Advisor

Tata Consultancy Services (TCS)-Kolkata, West Bengal Full-time | July 2024 to December 2025