Biswarupa Sahoo

Customer Support Executive:

Having 6 months of experience as an escalation specialist and 1 year, 3 months of experience as a process associate.

Escalation Specialist:

• Reviewed and resolved all incoming inquiries from customers in a timely manner.
• Managed email and phone communication.
• Managed high-priority customer escalations to ensure timely resolution and satisfaction.
• Analyze escalation trends to identify root causes, and implement preventive measures.

Process Associate:

• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
• Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions, and ongoing communication updates.
• Provided primary customer support to internal and external customers.
• Improved overall customer experience by proactively identifying areas for process improvement within the support department.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
• Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
• Played an instrumental role in updating and maintaining the company's knowledge base to ensure easy access to accurate and current information for both customers and support staff.
• Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.