PC Gaming
Akshay Das
Customer Support Specialist
Bangalore
Summary
A dedicated and versatile Customer Support Specialist with a proven track record in providing exceptional assistance across various industries, including banking, healthcare, and e-commerce. Skilled in resolving inquiries promptly and efficiently via email, calls, and chat, ensuring optimal customer satisfaction. Possess strong communication skills in English, Hindi, and Malayalam, enabling seamless interaction with diverse clientele. Adept at managing multiple responsibilities, prioritizing tasks, and meeting deadlines with precision. Complemented by a solid foundation in business administration and a keen interest in emerging technologies like Blockchain and Artificial Intelligence. Eager to contribute expertise and drive excellence in customer service within a dynamic and growth-oriented environment.
Overview
6
6
years of professional experience
Work History
Jupiter – Customer Support Specialist (e-mail and call)
10.2022 - Current
- Provided assistance to users on a wide range of banking-related matters including transactions, investments, chargebacks, and KYC completion
- Provided support for chargebacks and 2nd level chargebacks related to fraudulent transactions, incorrect transactions, and merchant service denials, ensuring prompt resolution and customer satisfaction
- Addressed in-app issues and clarified doubts regarding user demographics, app usage, and the onboarding process, ensuring smooth user experience
- Selected to test Freddy (Freshdesk AI paraphrase tool) to assess accuracy and troubleshoot issues, later aiding the team in mastering its effective utilization through assistance and training.
Marrow – Customer Support Executive (e-mail and call)
11.2021 - 08.2022
- Provided comprehensive support to doctors and medical students, addressing all inquiries related to the Marrow app, aiding them in their preparation for medical exams
- Managed inquiries pertaining to payments, course recommendations, and dispatch of notes as per job requirements.
Swiggy – Supervisor (e-mail, call and chat)
09.2019 - 09.2021
- Commenced as L1 - Chat Support, effectively managing customer inquiries, subsequently promoted to L2-Escalation Desk within four months
- Experience in handling customers of Swiggy Stores, Swiggy Genie in the initial stages of process launch, along with Swiggy Food.
Aegis - Fulfilment Executive(calls)
05.2018 - 02.2019
- Facilitated the onboarding process for sellers on Flipkart.com
- Procured sellers from alternate e-commerce platforms.
Education
BBA - Business Administration
CV Raman University
Bilaspur, Chhattisgarh 04.2001 -
Class 12 - Science
Rani Public School
Calicut, Kerala 04.2001 -
High School Diploma -
Army Public School
Siliguri, West Bengal 04.2001 -
Skills
Fluent in English, Hindi, and Malayalam
Strong organizational skills to prioritize tasks, manage multiple responsibilities, and meet deadlines efficiently
Ability to identify customer needs and promote relevant products and services to meet those needs
Beginner level knowledge in Digital Marketing
Experienced with Lead Generation via Call, Email and Chat
Proficient in contemporary technologies including Blockchain and Artificial Intelligence (AI), along with their practical applications
Customer Relationship Management (CRM)
Interests
Reading (Books and articles)
Browsing the web
Timeline
Jupiter – Customer Support Specialist (e-mail and call)
10.2022 - Current
Marrow – Customer Support Executive (e-mail and call)
11.2021 - 08.2022
Swiggy – Supervisor (e-mail, call and chat)
09.2019 - 09.2021
Aegis - Fulfilment Executive(calls)
05.2018 - 02.2019
BBA - Business Administration
CV Raman University
04.2001 -
Class 12 - Science
Rani Public School
04.2001 -
High School Diploma -
Army Public School
04.2001 -