Dipak Kumar Gupta
Kolkata
Summary
Dynamic Senior Subject Matter Expert at Amazon Development Centre, adept at resolving complex customer escalations and enhancing service levels. Proven track record in stakeholder engagement and analytical thinking, driving corrective action plans that improved customer satisfaction. Skilled in Microsoft Excel and effective communication, fostering collaboration across cross-functional teams.
Overview
9
9
years of professional experience
Work History
Senior Subject Matter Expert
Amazon Development Centre (India)
04.2023 - Current
- Handle complex customer queries and escalations related to after-sales service
- Take inbound and outbound calls, emails, and chats to resolve customer concerns
- Serve as the go-to expert for customer service associates
- Work with cross-functional teams to resolve systemic issues
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
Team Supervisor
Teleforce Technology Pvt. Ltd.
Kolkata
04.2021 - 04.2023
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Delegated daily tasks to team members to optimize group productivity.
- Assessed market trends and competitor strategies to inform team direction and focus.
On Call Supervisor
Flex Technology Pvt. Ltd.
Kolkata
03.2019 - 04.2021
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
Customer Care Executive
Flex Technology Pvt. Ltd.
Kolkata
09.2016 - 05.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
B. Com (Hons.) - Accounting and Finance
Vivekananda College, Calcutta University
04.2019
12th - Accounting and Finance
Kalighat High School
04.2016
Skills
- Microsoft Excel
- Microsoft Word
- PowerPoint
- Communication Skills
- Team Handling
- Analytical Thinking
- Effective Communication
- Project Management
- Stakeholder Engagement
- Continuous Learning
Languages
Hindi
First Language
English
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Timeline
Senior Subject Matter Expert
Amazon Development Centre (India)
04.2023 - Current
Team Supervisor
Teleforce Technology Pvt. Ltd.
04.2021 - 04.2023
On Call Supervisor
Flex Technology Pvt. Ltd.
03.2019 - 04.2021
Customer Care Executive
Flex Technology Pvt. Ltd.
09.2016 - 05.2019
B. Com (Hons.) - Accounting and Finance
Vivekananda College, Calcutta University
12th - Accounting and Finance
Kalighat High School
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