ASHMITA MANNA
Customer Service Associate
Hooghly
Summary
Dynamic Customer Support Associate with proven expertise at Amazon in customer escalation handling and workflow optimization. Demonstrated leadership in supervising teams and enhancing service quality through strategic critical thinking. Skilled in managing support tickets while fostering high levels of customer satisfaction, ensuring effective communication and timely issue resolution. Committed to driving continuous improvement in customer service processes and delivering exceptional support experiences.
Overview
4
4
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Customer Support Associate (US)
Amazon
06.2023 - Current
- Maintained IT systems and servers, leveraging Amazon Web Services for optimal performance.
- Analyzed data to improve user experience and service quality.
- Supervised junior colleagues to foster collaboration and high performance.
- Managed customer calls as a frontline agent, ensuring timely issue resolution.
- Handled escalation calls to address complex customer concerns effectively.
- Conducted bridge calls to enhance communication between teams and customers.
- Provided accurate shipping and return policy information to customers.
- Documented customer interactions in the internal support system for tracking purposes.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
Customer Support Associate (IN)
Teleperformance Ind
06.2022 - 2023
- Utilized the internal tool (SA) to manage and respond to customer inquiries efficiently.
- Created, updated, and closed support tickets while ensuring thorough documentation.
- Streamlined workflow by routing and categorizing tickets for prioritized handling.
- Generated and interpreted reports to monitor performance metrics and identify improvement areas.
- Maintained high customer satisfaction through clear, empathetic written communication.
- Resolved issues by troubleshooting product- or service-related problems.
- Educated customers on product features and usage best practices.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
Education
B.tech - Civil Engineering
Regent education and research Foundation
Kolkata01-2023
Diploma - Architecture
Women Polytechnic Chandanagar college
Kolkata01-2020
Skills
Customer assistance expertise
Cross-functional collaboration
Organizational time strategies
Collaborative leadership
Concise written communication
Logical evaluation
Call management
Certification
Microsoft Office
WEBSITES, PORTFOLIOS, PROFILES
www.ashmitamanna/linkedin.com
Timeline
Customer Support Associate (US)
Amazon
06.2023 - Current
Customer Support Associate (IN)
Teleperformance Ind
06.2022 - 2023
Diploma - Architecture
Women Polytechnic Chandanagar college
B.tech - Civil Engineering
Regent education and research Foundation