ARPAN DASMAL
Bokaro Steel City
Summary
Personable and adaptable professional equipped with solid foundation in effective communication and organization. Knowledge of customer service principles and proficiency in managing administrative tasks. Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
SDS Associate (Contractual)
Amazon
10.2024 - 02.2025
- Relationship Building: Successfully established open, professional relationships with team members, leading to improvement in resolving issues and conflicts more quickly.
- Knowledge Acquisition: Gained in-depth knowledge of company policies, protocols, and processes, improving overall operational understanding.
- Initiative and Teamwork: Organized an Environmental Day event for customers, promoting sustainability and boosting customer engagement.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Customer Service Support Advisor
British Telecom
01.2022 - 06.2022
- Quality Documentation & Contract Management: Ensured 100% data accuracy in managing quality documentation and contracts.
- Strategy Development: Planned, developed, and executed strategies to effectively communicate with key decision-makers.
- Interdepartmental Collaboration: Facilitated communication and collaboration between departments, leading to a 10% improvement in overall business efficiency.
- Client Relationship Management: Built and maintained strong relationships with clients, offering continuous support.
- Customer Feedback Analysis: Collected and analyzed customer feedback to drive improvements in products and services.
- Continuous Improvement: Contributed to initiatives aimed at enhancing customer service team processes, achieving up to a 20% improvement.
- Value-Based Customer Relationships: Supported the development of strong, value-driven customer relationships to improve service quality, leveraging BT Group's resources within established guidelines.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
CS Associate(Contractual)
Tech Mahindra
07.2021 - 12.2021
- Customer service: Handled customer issues and complaints for products and services offered by Flipkart.
- Administrative Support: Managed paperwork, sorted and delivered mail, and maintained overall office organization.
- Communication Skills: Developed strong written and verbal communication skills.
- Relationship Management: Assisted the Customer service team and maintained relationship with all the customers who were using services and products offered by Flipkart.
- Analyzed customer data to identify trends and anticipate customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
VCS Associate(Contractual)
Amazon
10.2020 - 04.2021
- Customer service: Handled customer issues and complaints for products and services offered by Amazon US Marketplace.
- Relationship Management: Assisted the Customer service team and maintained relationship with all the customers who were using services and products offered by Flipkart.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
MBA - Finance and Operations Management
Birla Global University
Bhubaneswar05-2024
B.COM -
Brainware University
Kolkata08-2020
Skills
- Compliance management
- Customer feedback evaluation
- Client relationship management
- Efficiency optimization
- Strategic planning
- Organizational development
- Research & Analysis
- Quality Documentation
- Contract Management
- Administrative Support
- Effective communication
- Proficient in MS Office applications
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer relationship management
- Strategic decision-making
- Relationship building
- Client engagement
Certification
- Project management Foundations, LinkedIn, 2022
- Capstone project, Coursera, 2024
- Microsoft Excel (Beginners), Great Learning, 2021
- Business analytics, Upgrad, 2023
LINGUISTIC SKILLS
English
Hindi
Bengali
Timeline
SDS Associate (Contractual)
Amazon
10.2024 - 02.2025
Customer Service Support Advisor
British Telecom
01.2022 - 06.2022
CS Associate(Contractual)
Tech Mahindra
07.2021 - 12.2021
VCS Associate(Contractual)
Amazon
10.2020 - 04.2021
MBA - Finance and Operations Management
Birla Global University
B.COM -
Brainware University
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