Summary
Overview
Work History
Education
Skills
Timeline
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Kamalika Roy

Hyderabad

Summary

Analytical professional with experience in customer support and data analysis. Adept at identifying trends and resolving customer issues through collaboration and effective communication. Ready to leverage skills to drive operational improvements and enhance customer experiences.

Overview

8
8
years of professional experience

Work History

Customer support expert

Teleperformance
Hyderabad
07.2025 - Current
  • Assisted customers with inquiries via phone and email.
  • Provided product information and troubleshooting support to users.
  • Documented customer interactions in the support ticket system.
  • Collaborated with team members to resolve complex customer issues.
  • Maintained knowledge of company products and services for effective support.
  • Escalated unresolved issues to senior staff for further assistance.
  • Conducted follow-up communications to ensure customer satisfaction.
  • Participated in training sessions to enhance customer service skills.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Recorded all customer interactions into the database system accurately and completely.
  • Created detailed reports on customer feedback for management review.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Collaborated closely with other departments such as sales and marketing to resolve complex customer issues quickly and efficiently.
  • Audited customer account information to identify issues and develop solutions.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Identified areas of improvement in existing processes or procedures used for providing support services.

Machine Language data associate

Amazon
Hyderabad
10.2017 - 12.2023
  • Analyzed data trends to improve operational efficiencies in fulfillment centers.
  • Collaborated with cross-functional teams to streamline inventory management processes.
  • Utilized SQL and Excel for data extraction and reporting tasks.
  • Conducted quality checks on data inputs to ensure accuracy and reliability.
  • Trained new team members on data entry protocols and best practices.
  • Developed documentation for standard operating procedures related to data handling.
  • Facilitated meetings to discuss data insights and operational strategies with stakeholders.
  • Participated in project meetings where decisions regarding the implementation of new technologies were discussed.
  • Maintained accurate records of all data collected and stored in the database.
  • Provided technical support for internal stakeholders when dealing with reporting systems or databases.
  • Implemented best practices for maintaining security protocols over sensitive company information.
  • Supported research initiatives by extracting relevant datasets from external sources.
  • Generated periodic reports detailing key performance indicators across various business units.
  • Leveraged software to compile and model data.
  • Developed database queries using SQL to extract, transform and load large datasets into the system.
  • Provided training sessions on how to use different software tools used for processing data.
  • Analyzed customer feedback surveys to gain further insight into customer preferences.
  • Collaborated closely with cross-functional teams to understand their data needs and provide appropriate solutions.
  • Audited the accuracy of existing databases by running tests against sample datasets.
  • Identified potential opportunities for improving existing processes related to data collection and storage.

Education

Bachelor of Arts - English Literature

University of Calcutta
Kolkata
07-2016

Skills

  • Customer service
  • Troubleshooting support
  • CRM documentation
  • Technical support
  • Customer relationship management
  • Inventory management
  • Training development
  • Cross-functional collaboration
  • Effective communication
  • Problem solving
  • Attention to detail
  • Time management
  • Conflict resolution
  • Process improvement
  • Data analysis

Timeline

Customer support expert

Teleperformance
07.2025 - Current

Machine Language data associate

Amazon
10.2017 - 12.2023

Bachelor of Arts - English Literature

University of Calcutta

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Kamalika Roy