Arpan Debnath

My role at Amazon covered aspects of being

• First-Point-of-Contact Support: Act as the primary interface for customers across multiple channels, including phone, live chat, and email.
• Issue Resolution: Resolve diverse customer queries regarding order placement, tracking, delivery status, payments, and website navigation.
• Post-Sales Problem Solving: Handle complex post-purchase issues such as processing returns, managing refunds, and addressing damaged or missing items.
• Technical Troubleshooting: Provide real-time assistance for Amazon’s digital devices (Kindle, Echo, Alexa) and services (Prime Video).
• Escalation Management: Systematically escalate complex problems to relevant departments or leadership when immediate resolution is not possible.
• Process Improvement: Gather intelligence from customer interactions to proactively identify and report potential issues that could impact overall delivery performance or customer experience.

• Sportique is a globally curated, lifestyle e-commerce company based in San Francisco, CA. We offer thousands of products with our selection of over 500 brands from all around the world. Focused on trend setting practices, we’re small, scrappy and keen on disruption.
• My role with Sportique involves:
• Being the customer facing representative of the company - relaying important information to customers
• Channel and Inventory Management
• Responding to customers over their issues and providing a seamless shopping experience by quickly providing resolution

• Internetnextstep.com (and Small Business Dream & Metropolee) is a 20+ year young company selling MLM Software. (an e-commerce, help desk, commission calculation/reporting, replicated sites and order fulfillment platform). It is one of the top 5 companies worldwide servicing the MLM industry. INS services clients in multiple languages and multiple currencies from start-ups to established clients. Their current largest client has passed the 1 billion dollar a year run rate
• As the Customer/Technical Support Specialist for INS, my job was to
• Work with a variety of communication mediums, including chat, email, and telephone support. Remote support sessions and device buildout experience.
• Attend and resolve any issues relating to implementation for the end-users of the SaaS platform
• Opened, tracked and resolved incident response and service requests, ensuring problem ownership, promoting end user satisfaction
• Communicate with the developers so that they have a better understanding of the customer issues so they can design resolution in the most efficient way
• Troubleshoot and develop technical solutions related to software and configuration for the company platform
• Created workaround procedures when standard procedures have failed and ensured issues are resolved in a timely manner
• Developed and updated important documentation including business process flows, manuals, functional and technical design documents

• As the Customer Support Manager of European Domain Centre, I am responsible for running day to day Operations and providing outstanding Customer Support to the customers. My responsibilities would include:
• Manage and Track customer orders from purchase to Service Delivery
• Maintain documentation to track customer requests and inquiries
• Provide Administrative and Operational assistance to ensure smooth product delivery to customers
• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
• Provide customers with product information, availability, lead-time and making product recommendations
• Resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction
• Evaluate customer support results and prepare action plan for improvements
• Ensure to provide 24/7 support of exceptional customer service

• Being the sole Customer Support Desk of Allhart Australian Enterprises I was solely responsible for the reputation and growth of the organization as I have to deal with the customers and provide them best customer support service of the world.
• Duties involved:
• Email Queries, sorting and providing the best solution
• Order processing - payment processing
• Issue Escalation and follow-up

• Work Responsibilities with Kariwala Industries:
• Interacting with various clients and understanding and formulating ways to deal with the projects provided and implementing them efficiently in the long-run.
• Smooth working of day-to-day projects, reporting and communicating the same to the client, understanding the scope and opportunities of the growth and working on them to push them through the way.
• Handle any incoming clients, project review, communicating with them and taking interviews to turn potential customers into loyal clients.
• Working on any and every scope of improvement of the company keeping the company reputation and good-will at the prime.

• Work Responsibilities with Firstsource:
• As an eRelationship Manager of ICICI Bank NRI Services, I had to handle the entire portfolio of investments of the NRI customers in India.
• Had to go through the e-mails sent by the customers to ICICI Bank and reply to them with the correct product enquiry.
• Had to go through the entire market scenario to keep customers updated with the latest banking products and financial products coming up in the market.