KABITA BORAH
Bengaluru
Summary
To work in a challenging and dynamic environment and to keep adding value to the organization that I respect and serve, while also concurrently upgrading my skills and knowledge.
Overview
7
7
years of professional experience
Work History
Purchase Support Executive - Tier II
PayPal
08.2022 - Current
- Handling inquiries related to business transactions, account access, resolving dispute, payment processing etc
- Data Analysis: Monitoring customer trends and identifying potential issues to proactively improve customer experience
- Facilitating the dispute process for customers experiencing chargeback or other payment issues
- Assisting customers with account verification process, including identity verification and address confirmation
- Ensuring compliance with terms of service and fraud prevention policies when addressing customer issue
- Led training sessions for new customer solution agents, improving team productivity and reducing onboarding time
Tier 2 Technical Support Specialist
Pole To Win (PTW)
10.2019 - 08.2022
- Increased customer service and satisfaction scores overtime, due to improved customer relation
- Supervised underperforming agents, scheduled their training, evaluated and developed performance metrics and provided feedback for improvements
- Provided troubleshooting steps that have fixed various technical issues that the customers were facing
Partner Support Executive
Swiggy
03.2018 - 05.2019
- Improved operations through consistent hard work and dedication
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Handling restaurant issues regarding payments and orders
- Following up on Partner's issues/complaints and grievances to ensure appropriate action were taken within required TAT
- Finance related processes including processing of Partner's payment invoice, addressing payment related issues and discrepancies
Education
MBA/PGDM - HR/Industrial Relations
Mysore University
01.2018
B.B.A/ B.M.S - Pharmaceutical management
Mysore University
01.2016
12th - English
CBSE
01.2013
10th - English
CBSE
01.2011
Skills
- Team Management
- Team Leading
- Process Management
- Service Excellence
- Customer Service
- Microsoft Excel
- Multitasking
- Active Listening
- Freshdesk
- Relationship Building
Hobbies and Interests
- Painting
- Exploring New Places
- Dancing
Timeline
Purchase Support Executive - Tier II
PayPal
08.2022 - Current
Tier 2 Technical Support Specialist
Pole To Win (PTW)
10.2019 - 08.2022
Partner Support Executive
Swiggy
03.2018 - 05.2019
MBA/PGDM - HR/Industrial Relations
Mysore University
B.B.A/ B.M.S - Pharmaceutical management
Mysore University
12th - English
CBSE
10th - English
CBSE