Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Accolades
Disclaimer
Interests
Timeline
Generic
Debaleena Sarkar

Debaleena Sarkar

Customer Support Manager
Bengaluru,KA

Summary

Experienced Customer Support Manager bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

8
8
years of professional experience
34
34
years of post-secondary education
3
3
Languages

Work History

Customer Service Supervisor

Firstcard ATM
03.2025 - Current
  • Responded to 90% customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Created customer support strategies to increase customer retention.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Optimized data gathering methodologies for enhanced customer profile accuracy.

Customer Support Manager

Sezzle
08.2020 - 02.2025
  • Currently positioned as Customer support Manager, responsible for handling the entire support team
  • Training and mentoring the team members, reviewing the day-to-day work, monitoring KPIs, auditing the email responses and call conversations, setting quarterly/annual goals for the vertical, and strategizing on how to improve NPS, PlayStore and CSAT reviews are the primary
  • Have built the entire Support model from scratch for the organization
  • Single-handedly created the FAQs, SOP and canned responses for the team members
  • Created the audit sheet currently used to review the agent performance on a monthly basis
  • Delivered exceptional customer service to grow business, resolve issues and maximize customer experience
  • Supervised total department call volume of 200 calls per day
  • Communicated regularly with team members to maintain clearly defined expectations
  • Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
  • Evaluated employee performance and recognised achievements through reward schemes
  • Coached staff on operating procedures to maintain quality services
  • Embedded customer priorities in service delivery focusing on outcomes based on customer insight
  • Drove operational, performance and financial targets within the customer service team to improve service delivery
  • Conducted regular staff performance reviews to identify training needs
  • Mentored junior team members on methods on industry best practices for outstanding service and retention
  • Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets
  • Audited work and customer service processes to identify improvement areas
  • Collaborated with third-party vendors to enhance customer experience
  • Identified ongoing issues and implemented solutions to maintain optimum service levels
  • Coordinated training to improve operations, team morale and customer service

Snowball Associate/Quality Analyst

Amazon
04.2019 - 07.2020
  • Stepped up to the role of quality analysing on the tickets worked on by associates across the floor
  • Non-productive role based on identifying the misses and errors of an associate and coaching as required
  • Conducted performance tests, assessing features including functionality, reliability, performance and quality
  • Communicated regularly with operating teams and other stakeholders to review quality of systems and software
  • Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making
  • Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications
  • Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response
  • Assisted with planning and provision of statistical analysis of results to support new product introduction to market
  • Implemented and deployed new campaigns and projects with QA team, following company and compliance directions
  • Adhered to Quality Analysis Team workflow for application and process testing and development

Investigation Specialist (Seller Support Associate)

Amazon
05.2017 - 04.2019
  • Positioned in the Customer service Andon cord department, responsible for investigating negative customer comments and queries raised against a product sold in Amazon USA
  • Identifying the root cause of the issue, contact the seller through emails, on the issue and requesting the seller to provide necessary information to carry forward the investigation and provide an accurate resolution
  • Deep diving and proactively taking actions so that customers do not face further issues
  • Maintained detailed case log of investigation activities for reference and documentation
  • Analyzed data for discrepancy and accuracy, determining next steps for further investigations
  • Coordinated with other departments to obtain vital information
  • Handled and reviewed assigned cases within available SLAs, including advising relevant stakeholders on next steps

Education

Bachelor of Arts - Political Science Honours

Acharya B.N Seal College
Koch Bihar, India
04.2001 - 01.2016

High School Diploma -

St. Mary's High School
Koch Bihar, India
04.2001 - 01.2012

High School Diploma -

St. Mary's High School
Koch Bihar, India
04.2001 - 01.2010

Skills

Leadership skills Complaint Resolution Proficient in Freshdesk, Zendesk, Exotel, Zoho, and Jira Service Desk Research and due diligence Patience and empathy Training and coaching Escalation handling Customer support plan development Team player Staff scheduling Customer education Account management CRM software expertise Feedback collection Inter-department collaboration Team building Account growth SLA management Social media monitoring Client relationship building Returns and refunds handling Omnichannel routing Customer retention B2B and b2c experience Patience under pressure

Accomplishments

  • Participated and awarded in regional dance competitions.
  • Participated and awarded in different inter-school debate and extempore speech competitions.
  • Certificates in extracurricular activities.
  • Certificates and medals in school level sports competitions.
  • First divisions in senior diploma on Kathak and Rabindra Nritya.

Professional Accolades

  • Received rewards and recognition (RNR awards), based on monthly performance.
  • Cracked the internal IJP for Snowball associates.
  • Have been a part of different pilot programs and processes.
  • Received award for receiving the most number of 'yes' from sellers for the month of August 2018.
  • Won internal contests related to process, as an individual and as a team.
  • Awarded Sezzler of the month and top performer for the month of September-October 2020.
  • Created multiple presentations and organized team events.

Disclaimer

I hereby declare that the above-stated facts, figures and particulars are true to the best of my knowledge., West Bengal, 02/27/23

Interests

Love to coach people on public speaking
Dance my way to all challenges in life! Have graduated in Indian classical dances like Kathak, Odissi, Bharatnatyam and Tagore dance

Timeline

Customer Service Supervisor

Firstcard ATM
03.2025 - Current

Customer Support Manager

Sezzle
08.2020 - 02.2025

Snowball Associate/Quality Analyst

Amazon
04.2019 - 07.2020

Investigation Specialist (Seller Support Associate)

Amazon
05.2017 - 04.2019

Bachelor of Arts - Political Science Honours

Acharya B.N Seal College
04.2001 - 01.2016

High School Diploma -

St. Mary's High School
04.2001 - 01.2012

High School Diploma -

St. Mary's High School
04.2001 - 01.2010

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Debaleena SarkarCustomer Support Manager