Madhurima Mondal
Customer Support Executive
Durgapur
Summary
Dynamic Customer Support Specialist with proven expertise at Livspace, excelling in problem-solving and CRM software utilization. Recognized for enhancing customer satisfaction through empathetic communication and effective issue resolution. Adept at analyzing feedback to drive service improvements, fostering a collaborative team environment while managing high call volumes with professionalism.
Overview
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Language
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Certification
Work History
Customer Support Specialist
Livspace
2024 - 2025
- Documented customer interactions in CRM system, maintaining accurate records for future reference.
- Responded to customer inquiries via phone, email, and chat, ensuring timely resolutions.
- Assisted in troubleshooting product issues and provided step-by-step guidance to customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback to identify trends and suggest improvements for service delivery.
- Participated in team meetings to discuss performance metrics and share insights on operational efficiency.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
Education
Bachelor of Arts - English Honour
S.T. Peter’s School
Durgapur 12.2017
Skills
Problem-solving
Complaint handling
Customer relationship management (CRM)
CRM software
Data entry
Call center experience
Conflict resolution
Live chat support
Quality assurance
Active listening
Customer response
Time management
Multitasking and organization
Customer service excellence
Empathy and patience
Team collaboration
Adaptability and flexibility
Verbal and written communication
Decision-making
Email communication
Issue troubleshooting
Analytical thinking
Feedback reception
Issue follow up
Email management
Attention to detail
Customer service
Microsoft windows and office
Teamwork and collaboration
Collaborative team player
Interpersonal skills
Customer communication and empathy
Customer service expert
Problem-solving abilities
Online chat support
Issue and resolution tracking
Support services
Organizational skills
Highly professional
Call center operations
Creative issue resolution
Incoming call management
Device installation
Call management
Database management
Accomplishments
PROFESSIONAL SUMMARY
Customer-focused and dedicated professional with strong communication, problem-solving, and interpersonal skills. Experienced in handling customer inquiries, resolving complaints, and delivering high-quality service across multiple communication channels. Proficient in managing customer relationships, maintaining accurate records, and ensuring customer satisfaction. Adept at multitasking, working in fast-paced environments, and collaborating with teams to achieve organizational goals. Committed to providing exceptional customer experiences and contributing to business growth.
CORE SKILLS
• Customer Service & Customer Support • Complaint Resolution • Customer Relationship Management (CRM) • Call Handling & Telephone Etiquette • Email & Chat Support • Problem Solving & Conflict Resolution • Active Listening • Communication Skills • Customer Satisfaction & Retention • Data Entry & Record Management • Microsoft Office Suite • Multitasking & Time Management • Team Collaboration • Attention to Detail • Process Improvement • Administrative Support
PROFESSIONAL EXPERIENCE
Certification
Learning AI tools
Timeline
Learning AI tools
06-2026
Customer Support Specialist
Livspace
2024 - 2025
Bachelor of Arts - English Honour
S.T. Peter’s School