Results-driven Customer Service Supervisor/Assistant Manager with 8+ years of experience leading global and diverse teams. Proven track record of exceeding key performance indicators and enhancing customer satisfaction. Expertise in strategic planning, personnel training, and utilizing a wide range of customer service tools. Committed to delivering exceptional service and driving positive outcomes for customers and the organization.
Hi, I’m
Indadul Alam
Customer Service Manager
Kolkata
Summary
Overview
10
years of professional experience
3
years of post-secondary education
5
Certifications
4
Languages
Work History
Coda Payments
Customer Service Supervisor
6 2020 - Current
Job overview
- Manage a global customer service team across 60+ countries.
- Ensure seamless operations and optimal customer satisfaction.
- Consistently meet and exceed KPIs and customer service metrics.
- Lead strategic projects for process improvements.
- Handle customer inquiries proficiently through various channels for manager escalated cases.
- Provide comprehensive training and mentorship to team members and new joiners.
- Create weekly and monthly reports for stakeholders.
- Conduct root cause analysis (RCA) for issues.
- Utilize tools like Zendesk, Brand watch, CRM, and Jira
- Lead a customer commerce project associated with EA Sports.
SYNNEX Concentrix
Senior Customer Service
01.2015 - 10.2025
Job overview
- Handled escalation calls and high-profile customers
- Dealt with telecom billing and technical issues
- Participated in meetings and workgroups
Sutherland Global Services
Team Leader Customer Service
10.2015 - 01.2020
Job overview
- Managed a team of 30 customer service representatives
- Trained and coached the team for 24/7 customer support
- Created reports for key stakeholders
- Resolved product or service problems and improved client satisfaction rates
- Supervised employees and assessed performances
Wipro
Technical Support Staff
06.2014 - 01.2015
Job overview
- Provided technical voice assistance for North American customers
- Assisted with updating technical support best practices
Ambay Infocom Pvt Ltd
Desktop Support Engineer
06.2013 - 10.2014
Job overview
- Maintained inventory of desktop hardware and software
- Configured hardware and assisted end-users with technical issues
Education
PUNJAB TECHNICAL UNIVERSITY
Bachelor of Computer Application (B.C.A)
06.2010 - 11.2013
University Overview
Skills
Team Building
Certification
Google Project Management – Google
Availability
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Available
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tuesday
wednesday
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friday
saturday
sunday
morning
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evening
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Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Bengali
Bilingual or Proficient (C2)
Urdu
Elementary (A2)
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridOn-SiteTimeline
Team Leader Customer Service
Sutherland Global Services
10.2015 - 01.2020
Senior Customer Service
SYNNEX Concentrix
01.2015 - 10.2025
Technical Support Staff
Wipro
06.2014 - 01.2015
Desktop Support Engineer
Ambay Infocom Pvt Ltd
06.2013 - 10.2014
PUNJAB TECHNICAL UNIVERSITY
Bachelor of Computer Application (B.C.A)
06.2010 - 11.2013
Customer Service Supervisor
Coda Payments
6 2020 - Current
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