Aniket Sarkar
Kolkata
Summary
Customer-oriented professional with a background in customer support. Experienced in handling high-volume calls, providing product information, and resolving customer complaints. Strengths include strong communication skills, problem-solving abilities, and adaptability to improve customer satisfaction. Previous roles have demonstrated significant improvement in customer relations by implementing innovative strategies—resourceful Customer Support Associate, known for high productivity and efficient task completion. Specialising in problem-solving, clear communication, and technical support skills. Excel in empathy, adaptability, and patience, which enhance customer satisfaction and loyalty. Committed to resolving issues promptly and improving service standards across interactions. Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Support Associate
Modak Fleet Services
Kolkata
07.2024 - 01.2025
- Provided frontline technical support to truck drivers and fleet managers, ensuring proper functioning of ELD systems and other telematics devices.
- Troubleshoot device connectivity, software sync issues, GPS failures, and hardware malfunctions via phone, email, and chat.
- Handled high-priority escalations professionally, resolving complex technical issues in coordination with internal engineering and product teams.
- Educated customers on compliance requirements, FMCSA regulations, and proper device usage to maintain fleet safety and avoid violations.
- Logged and tracked support cases in CRM systems, maintaining detailed records for quality assurance and reporting.
- Contributed to knowledge base updates and support documentation to improve first-call resolution rates.
- Maintained high customer satisfaction ratings through empathetic communication and timely problem-solving.
Project Specialist
MattsenKumar
Bangalore
06.2018 - 10.2018
- Dealing with with various kind of groceries related issues ( Technical or non technical )
- Post a month started addressing issues with logistics specifically.
- Data collection from all the teams and used to get in an order and passed it to the other teams.
- Worked as an internal bridge between the various developing teams like UI management, Product team, Logistics team and Marketing team.
IT Support
Hewlett and Packard Enterprise
Bangalore
08.2015 - 10.2015
- Responsible for diagnosing & resolving issues regarding software including Lync, OPT migrations and various end users difficulties.
- Dealing with customer enquiries by chat, telephone and occasionally by email.
- Acting as the first point of contact for IT & technical queries.
- Considering browser troubleshooting and Microsoft outlook concerns.
- As the part of migration, helped the users through the process from HP to HPE or HPI as per the ATM.
- Provide assistance with the digital badge enrollment as well as any issues regarding the VDB.
- Via taking over the user's PC control through Lync or HP my room provided solutions towards their issues.
Customer Support
First source
Bangalore
04.2014 - 06.2015
- Was directly involved in B2B sales.
- Responsible for associate upcoming teams as a SME (subject matter expert).
- Provide resolution towards the technical queries of the customers.
- Responsible for supporting teams in IJP (internal job posting).
- Closely analyze the existing problems faced by the customer and provide explanation valid steps to resolve them through calls.
- Provide assistance regarding various customers' billing queries.
- Resolving issues in an effective and efficient manner, within the specified AHT (average handle time).
- Providing call support to new hires during the training period.
Education
Class X -
Bholananda National Vidya
WB01.2008
Skills
- Can-do spirit
- Communication skills
- Presentation skills
- Interpersonal skills
- Quick learner
- Resourceful
- Productive
- Problem-solving abilities
- Hard worker
- Creativity
- Ability to work independently
- Teamwork
- Ability to grasp new things quickly
Awards
- Received certificates of appreciation for best customer satisfaction trice.
- Acknowledged for the best NPS (net promoter service) for a particular period.
- Received appreciations from the various customers.
- Top performer in sales throughout the span.
Personal Information
Date of Birth: 09/24/91
Timeline
Customer Support Associate
Modak Fleet Services
07.2024 - 01.2025
Project Specialist
MattsenKumar
06.2018 - 10.2018
IT Support
Hewlett and Packard Enterprise
08.2015 - 10.2015
Customer Support
First source
04.2014 - 06.2015
Class X -
Bholananda National Vidya
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