CHANDAN KUMAR CHOUDHURY
Project Management Apprentice
Hyderabad,Telangana
Summary
Highly organized and detail-oriented professional with over 4 years of experience in customer support, technical analysis, and project coordination across various industries. Proven expertise in managing complex processes, collaborating with cross-functional teams, and improving operational efficiency. Skilled in strategic planning, problem-solving, and driving results in fast-paced, time-sensitive environments. Certified in Microsoft Azure with hands-on experience in cloud computing and process improvement. Passionate about contributing to dynamic projects at Google and eager to develop further skills in project management.
Overview
5
5
years of professional experience
2018
2018
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Senior Customer Support Representative
Harri Software Development & Solutions
08.2024 - Current
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Provided timely feedback to the product development team, resulting in enhanced features and overall user experience improvements.
- Streamlined support processes for improved efficiency and faster response times to customer concerns.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Actively participated in departmental meetings to share updates on current challenges, achievements, and ongoing initiatives.
Customer Advocate Senior Associate
Google Operations Center (GOC)
10.2022 - 5 2024
- Managed customers' efforts to regain access to their accounts by providing guidance, training, and direction
- Ensured process efficiency and quality in account recovery procedures
- Provided proactive support for customers with account-related issues and questions
- Offered guidance on password changes and mobile device sign-ins
- Conducted routine reviews to detect account hijacking patterns
- Collaborated with Account Protection, Trust, and Security engineering teams to enhance account security
Support Engineer - Microsoft Azure
Primus Global Technologies Pvt Ltd.
04.2021 - 03.2022
- Provided technical support for Microsoft Azure cloud platform, covering services such as IaaS, PaaS, and SaaS
- Assisted customers with a wide range of Azure services including analytics, virtual computing, storage, and networking
- Offered 24/7 email and on-call assistance to customers globally
- Acted as a frontline support resource for Azure-related queries and issues
- Ensured high-quality support to maintain customer satisfaction and resolve technical challenges effectively
Customer Service Associate
Accenture India Pvt Ltd
09.2019 - 05.2021
- Provided front-line support at the client site for Google Fi, Google's mobile carrier service
- Supported Google Fi services including telephone calls, SMS, and mobile broadband using cellular networks and Wi-Fi
- Offered 24/7 phone, chat, and email assistance to customers
- Promoted to Tier-2 Google Fi support, responsible for assisting chronic customers with zero client escalations
- Maintained Customer Satisfaction (CSAT) ratings above 91%
- Conducted weekly sessions to address process gaps and update operations team on new developments
- Conducted knowledge transfer sessions (PKT) on recent updates to disseminate knowledge among the team
- Performed Root Cause Analysis (RCA) on agent-driven Dissatisfied Customer (DSAT) cases to identify product or agent experience issues
- Participated in calibration calls with on-site vendors to ensure adherence to Standard Operating Procedures (SOP)
Education
B.Tech/B.E. - Mechanical
Biju Patnaik University of Technology (BPUT)
Skills
Data Analysis
Process Improvement
Microsoft Azure
Escalation Management
Technical Support
Client Retention Strategies
Training and mentoring
Project management abilities
Microsoft Office
Deadline-oriented
Scope Management
Certification
Microsoft Certified Azure Fundamentals, 05/2025
Timeline
Senior Customer Support Representative
Harri Software Development & Solutions
08.2024 - Current
Customer Advocate Senior Associate
Google Operations Center (GOC)
10.2022 - 5 2024
Support Engineer - Microsoft Azure
Primus Global Technologies Pvt Ltd.
04.2021 - 03.2022
Customer Service Associate
Accenture India Pvt Ltd
09.2019 - 05.2021
B.Tech/B.E. - Mechanical
Biju Patnaik University of Technology (BPUT)