Arup Roy
Kolkata
Summary
Bilingual customer support engineer proudly offering several years' experience in diagnostics, analytics and coding. An enthusiastic employee with knowledge of equipment installation and product repairs. Skilled in task prioritization, exemplary customer service and troubleshooting.
Overview
3
3
Languages
3
3
years of post-secondary education
12
12
years of professional experience
Work History
Customer Support Engineer
Teleperformance
Kolkata
05.2024 - Current
- Delivered accurate product/service information and resolved customer issues through effective solutions, enhancing customer experience.
- Maintain high customer satisfaction by delivering professional and empathetic support.
- Handle inbound and outbound customer queries via phone, chat and email.
- Facilitated upselling and cross-selling of products/services to meet customer needs and increase sales.
- Document customer interactions and maintain updated records in CRM.
- Collaborated with team members to achieve individual and team targets, fostering a supportive work environment.
Industrial Trainee
Taj
Gujrat
01.2015 - 05.2016
- Supervised daily food and beverage service across restaurant, bar, and banquet areas.
- Coordinated staff schedules, station coverage, and shift handovers for smooth operations.
- Trained service team on menu knowledge, service standards, and guest care.
- Monitored dining room cleanliness, presentation, and hygiene compliance throughout shifts.
- Resolved guest complaints with calm communication and prompt service recovery.
- Managed inventory checks, stock rotation, and requisition requests for outlet supplies.
- Supported opening and closing procedures for service areas and cash handling.
- Enforced employer service policies, safety rules, and team discipline daily.
- Resolved customer complaints efficiently while maintaining high levels of customer service satisfaction.
Education
BBM - Hotel Management
Bengal Institute of Technology And Management
Shantiniketan 10.2013 - 10.2016
Modern Higher Secondary School
KolkataSkills
- CRM software
- Technical troubleshooting
- Remote diagnostics
- Customer relationship management
- Call handling
- Quality assurance
- Problem solving
- Case documentation
- Issue troubleshooting
- Case management
- CRM systems
- Product knowledge
MS Excel
Personal Information
- Title: CUSTOMER SERVICE SPECIALIST
- Date of Birth: 1994-12-10
- Gender: Male
- Nationality: Indian
Languages
English
First Language
Hindi
Intermediate
B1
Bengali
Upper Intermediate
B2
Timeline
Customer Support Engineer
Teleperformance
05.2024 - Current
Industrial Trainee
Taj
01.2015 - 05.2016
BBM - Hotel Management
Bengal Institute of Technology And Management
10.2013 - 10.2016
Modern Higher Secondary School