Madhubanti Chakraborty

1. Multi-Channel Communication (Voice, Chat & Email)

• Handled customer queries across phone, live chat, and email, ensuring clear communication and effective resolution.

2. Credit Card Issue Resolution

• Experienced in resolving disputes related to billing errors, declined transactions, late fees, and fraudulent activity.
• Guided customers through resolution processes, maintaining compliance with bank policies and enhancing customer trust.

3. Account & Transaction Support

• Assisted clients with card activation, PIN resets, balance inquiries, and transaction clarifications, providing comprehensive support.
• Provided step-by-step guidance for online and mobile banking platforms.

4. Complaint Handling & Escalation Management

• Efficiently managed customer complaints, ensuring timely resolution or escalation to specialized teams.
• Maintained detailed case logs for transparency and follow-up.

5. Maintained accurate records in CRM systems to ensure data integrity.

• Proficient in using CRM systems to log interactions, track resolutions, and generate reports.
• Strong attention to detail in documenting customer cases and maintaining compliance records.

6. Problem-Solving & Analytical Skills

• Applied logical reasoning to resolve complex customer issues.
• Leveraged data and transaction history to provide accurate solutions.

7. Customer Service – Payment Gateway Industry

• Resolved merchant issues via chat and email channels, maintaining customer satisfaction.
• Ensured timely resolution of transaction failures, refunds, and chargebacks.

8. Merchant Onboarding & Integration

• Guided merchants on payment gateway integration and dashboard usage.

9. Compliance & Risk

• Supported KYC checks and PCI‑DSS compliance requirements.
• Coordinated with banks and risk teams on fraud alerts and settlement delays.

10. Monitored performance metrics to evaluate service delivery efficiency

• Consistently achieved SLA targets (AHT, FCR, CSAT).
• Maintained detailed case logs in CRM systems for transparency.

1. Multi Channel Communication (Voice, Chat & Email)

• Managed inbound calls, chat, and email to assist customers with product inquiries, order status, and issue resolution.

2. Answering Queries & Explaining Products/Services

• Provided clear explanations of Amazon’s products, services, and policies to ensure customer understanding.
• Delivered accurate information on returns, replacements, and delivery timelines.

3. Contacting Existing & Prospective Customers

• Engaged with existing customers to strengthen relationships and resolve service concerns.

4. Obtaining Customer Information & Relevant Data

• Collected account details, order numbers, and transaction history to diagnose issues.
• Verified customer identity and maintained confidentiality in line with company policies.

5. Resolving Queries & Product Issues

• Handled complaints related to delayed deliveries, damaged items, and payment disputes.
• Coordinated with internal teams to ensure timely resolution of customer concerns.

6. Suggesting Solutions Based on Customer Needs

• Recommended alternative products, replacement options, or refunds tailored to customer requirements.
• Provided personalized solutions to enhance customer satisfaction and loyalty.

7. Processing Customer Orders & Returns

• Assisted customers with placing new orders, modifying existing ones, and initiating returns.
• Guided customers through Amazon’s return and refund policies, ensuring smooth transactions.

8. CRM System Usage & Documentation

• Utilized Amazon’s custom-built CRM system to log interactions, track issues, and monitor resolution progress.
• Maintained accurate records of customer communications for transparency and future reference.

• Drafting and Reviewing Legal Documents.
• Legal Research and Analysis.
• Filing Documents.
• Courtroom procedure and protocol.
• Filed timely case pleadings to meet firm deadlines.
• Dealing with clients on firsthand basis.

• Drafting and Reviewing Legal Documents.
• Filing Documents.
• Legal Research and Analysis.
• Courtroom procedure and protocol.