TIASHA BISWAS
Edinburgh,UK
Summary
Dedicated professional with proven expertise in call handling, conflict resolution, and team leadership across high-volume environments. Experienced in supporting customers through complex decisions with empathy, clarity, and professionalism. Skilled in secure communication tools, CRM systems, POS platforms, and data reporting using Microsoft Office, Tableau, SQL, and Google Sheets. Adept at multitasking, maintaining information accuracy, and building strong customer relationships. Committed to continuous learning and excited to contribute to a purpose-driven services team focused on delivering exceptional customer experiences.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Senior Team Member
IHG, The George Hotel
Edinburgh, UK
2024.02 - 2025.11
- First point of contact for 200+ daily customers, resolving queries with empathy and accuracy.
- Delivered customer assistance via secure messaging and phone, including loyalty and complaint handling.
- Trained and mentored 10+ new hires on systems, communication, and safety practices.
- Submitted shift-end reports on operations, incidents, and performance metrics.
- Liaised across departments to prevent service bottlenecks and maintain standards.
Breakfast Assistant
IHG, The George Hotel
Edinburgh, UK
2023.05 - 2024.01
- Managed breakfast service for 200+ guests daily with attention to dietary, timing, and hygiene standards.
- Proactively resolved guest concerns with professionalism and calm multitasking.
- Collaborated closely with kitchen staff to ensure accurate order delivery.
- Managed cash register efficiently at end of shift, ensuring accurate accounting details.
Front of House Server
Red Squirrel
Edinburgh, UK
2022.08 - 2022.12
- Delivered fast-paced, friendly service to 50+ guests per shift.
- Used POS tools to manage orders and ensure accuracy.
- Assisted in stock control, reducing waste and ensuring availability of supplies.
- Checked identification to ensure legal age requirements for alcohol consumption were met.
- Increased upselling success rate by learning about various drink profiles and preferences.
Server
Mr Basrai's World Cuisines
Edinburgh, UK
2022.04 - 2022.08
- Handled 200+ guest flow during peak hours, coordinated service for large tables and events.
- Supported resolution of escalated guest complaints.
- Transported food quickly between kitchen and restaurant areas to maintain temperature and quality.
- Topped up condiment and cutlery stations to meet customer demand.
- Prepared tables for guests and reset tables between customers.
Product Analyst
BYJU'S
, India
2021.01 - 2022.01
- Conducted user journey and engagement analysis using SQL and Excel dashboards.
- Spearheaded redesign that reduced early drop-offs by 18%.
- Delivered insight reports to cross-functional teams, improving onboarding and communication strategies.
- Led a project using behavioral data and call feedback to overhaul onboarding communications, resulting in improved early engagement and experience.
Business Development Associate
BYJU'S
, India
2020.10 - 2020.12
- First point of contact for educational product inquiries and support.
- Guided families through complex product offerings with empathy and product clarity.
- Optimised sales funnels, enhancing lead generation efforts.
- Utilised CRM systems to manage leads and track progress towards targets efficiently.
- Assisted customers in making informed decisions by providing detailed product information.
Education
MSc - Data Science
Heriot-Watt University
Edinburgh 2022.01 - 2024.01
B.Tech - Metallurgical & Materials Engineering
National Institute of Technology
Durgapur 2016.01 - 2020.01
Skills
- Customer Service
- Conflict Resolution
- Team Leadership
- Call Handling
- Problem Solving
- Multitasking
- Emotional Intelligence
- Retirement Support
- CRM Management
- SQL
- Microsoft Excel & Word
- Tableau
- Google Sheets
- POS Systems
- CRM Tools
- Data Entry & Reporting
- A/B Testing
- Financial Services Support
- Secure Communication Tools
- Information Accuracy
Websites
Certification
- SALPS (Scottish Award for Licensed Premises Staff)
- Microsoft Excel Advanced
- MySQL for Data Analytics and Business Intelligence
Languages
English
Fluent
Hindi
Fluent
Bengali
Native
Timeline
Senior Team Member
IHG, The George Hotel
2024.02 - 2025.11
Breakfast Assistant
IHG, The George Hotel
2023.05 - 2024.01
Front of House Server
Red Squirrel
2022.08 - 2022.12
Server
Mr Basrai's World Cuisines
2022.04 - 2022.08
MSc - Data Science
Heriot-Watt University
2022.01 - 2024.01
Product Analyst
BYJU'S
2021.01 - 2022.01
Business Development Associate
BYJU'S
2020.10 - 2020.12
B.Tech - Metallurgical & Materials Engineering
National Institute of Technology
2016.01 - 2020.01