Indadul Alam
Customer Service Supervisor / Assistant Manager
Kolkata
Summary
I have more than 8 years of experience in the customer service industry managing and leading processes across various countries and managing customers via different channels such as email, live chat, phone, and social media. I take pride in delivering the best customer experience to our customers as I am a strong believer in “ Customer is the best brand ambassador for any brand”
Strengths -Self-starter, Goodleadership skills, Problem solver, Logical thinker ,Process improvement mindset ,Analytical Decision making, People management, Good communication skills and Super proactive.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Coda Payments
06.2020 - Current
- Managing a Global Customer service team ( 60+ Countries)
- Meeting all KPI and CS metrics and delivering exceptional customer experience to our users
- Manage customers via Live chat, email, social media such as Facebook and Instagram
- Spearhead projects for process improvements to enhance user experience and increase TPV
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Team Leader customer service
Sutherland Global Services
Mumbai
10.2015 - 01.2020
- Managed a team of 30 CS
- Trained and coached the team to manage customer support 24/7Created reports and shared them with the key stakeholders
- Created reports and shared them with the key stakeholders
- Helped with the approval process for a large number of billing issues
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Senior customer service
IBM Daksh
Kolkata
01.2015 - 10.2015
- Taken escalation calls and handled high profile customers with their queries
- Worked on Back office operation process and use to deal with telecom billing and technical issues ( ISP and Telecom)
- Participated in meetings and workgroups to integrate activities, communicate issues and resolve problems.
Technical Support Staff
Wipro
Kolkata
06.2014 - 01.2015
- Helped North American customers with technical voice assistance for their PC related issues ( HP)
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for equipment maintenance requests.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
Education
BCA GRADUATE (Bachelor Of Computer Application) -
PUNJAB TECHNICAL UNIVERSITY
Kolkata"Leading Teams" - Coursera -
University of Michigan
"Zendesk Admin " -
Udemy
Google Project Management - Project Management
Coursera
04.2001 -
Skills
Training and mentoring
Team Building
Strategic planning
Personnel training and development
Customer Relationship Management Software (CRM)
Inter-department collaboration
Effective workflow management
Process improvement specialist
Customer-focused
Zendesk
Schedule Management
Timeline
Customer Service Supervisor
Coda Payments
06.2020 - Current
Team Leader customer service
Sutherland Global Services
10.2015 - 01.2020
Senior customer service
IBM Daksh
01.2015 - 10.2015
Technical Support Staff
Wipro
06.2014 - 01.2015
Google Project Management - Project Management
Coursera
04.2001 -
BCA GRADUATE (Bachelor Of Computer Application) -
PUNJAB TECHNICAL UNIVERSITY
"Leading Teams" - Coursera -
University of Michigan
"Zendesk Admin " -
Udemy