KAUSTAV DALUI
Bengaluru
Summary
Customer Support Specialist with extensive experience at JUPITER MONEY, specializing in conflict resolution and process optimization. Proficient in utilizing CRM systems to boost customer satisfaction and improve operational efficiency. Acknowledged for crafting innovative solutions to complex challenges and enhancing team collaboration.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist/Operations Executive
JUPITER MONEY
Bengaluru
11.2021 - 06.2025
- Resolved customer issues through effective communication and problem-solving techniques.
- Assisted customers with inquiries about account management and transaction processes.
- Maintained detailed knowledge of financial products to provide accurate support.
- Educated customers on app features to enhance overall user experience.
- Conducted follow-up communications to ensure customer satisfaction post-interaction.
- Documented customer correspondence in CRM for tracking requests and solutions.
- Collaborated with team members to improve customer service strategies.
- Responded promptly and professionally to customer emails and phone calls.
Escalation Specialist
SWIGGY
Bengaluru
09.2019 - 02.2025
- Resolved customer escalations to ensure timely resolutions and satisfaction.
- Collaborated with cross-functional teams to tackle complex service issues.
- Developed knowledge base for common escalation scenarios to improve efficiency.
- Analyzed escalation trends to pinpoint areas for process enhancements.
- Facilitated communication between customers and internal departments during critical issues.
- Provided feedback to leadership on recurring issues to improve service quality.
- Maintained high quality assurance standards throughout escalation processes.
- Investigated customer complaints and identified root causes of issues.
Mapping Technician
AMAZON
Hyderabad
12.2018 - 06.2019
- Created and maintained detailed maps utilizing Geographic Information Systems software.
- Collaborated with survey teams to gather precise geographic data for projects.
- Analyzed spatial data to enhance urban planning and development initiatives.
Education
Bachelor of Science - B.Tech Computer Science
MCKV Institute of Technology
West Bengal07-2018
Skills
- Customer service and support
- Problem solving and analysis
- CRM and account management
- Data management and reporting
- Conflict resolution and escalation
- Process improvement and compliance
- FreshDesk
- JIRA
- Leadsquared
Languages
Hindi
First Language
English
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Timeline
Customer Support Specialist/Operations Executive
JUPITER MONEY
11.2021 - 06.2025
Escalation Specialist
SWIGGY
09.2019 - 02.2025
Mapping Technician
AMAZON
12.2018 - 06.2019
Bachelor of Science - B.Tech Computer Science
MCKV Institute of Technology
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