Nilufa Khatun
Customer Service Associate
Kolkata
Summary
Detail-oriented and highly organized Support Specialist with over 2.6 years of experience in delivering exceptional customer support, effectively managing complaints, and driving quality assurance initiatives. Expertise in root-cause analysis and process improvement, complemented by a strong ability to collaborate across functions to enhance operational efficiency. Committed to developing fair and transparent complaint processes that elevate customer satisfaction while adhering to regulatory standards. Eager to leverage skills in a dynamic, customer-centric environment, contributing to continuous improvement and organizational success.
Overview
3
3
years of professional experience
Work History
Support Specialist
Revolut
2023.10 - 2024.04
(6 months)
Support Specialist
TTEC India Customer Solutions Private Limited
2022.01 - 2023.01
- (1.1 year)
Support Specialist
Myntra
2021.01 - 2022.01
- (1 year)
- Handled formal and informal complaints, ensuring resolution within set deadlines and adherence to regulatory standards
- Investigated and analysed customer concerns, identifying root causes and implementing effective solutions
- Worked closely with internal teams including Product, Customer Service, and QA to ensure issue resolution and service improvement
- Maintained a centralised system for complaint records, ensuring data accuracy and accessibility
- Contributed to refining internal procedures, resulting in improved response time and customer satisfaction
- Ensured fair treatment of all customers in line with company policy and compliance requirements
- Took ownership of issues from start to resolution, demonstrating initiative and accountability
Education
B.Com (Bachelor of Commerce) -
Bhawanipur Education Society College
Kolkata, India 2001.04 -
High School Diploma -
K.E.Carmel School
Kolkata, India 2001.04 -
Skills
Complaint Resolution
Timeline
Support Specialist
Revolut
2023.10 - 2024.04
Support Specialist
TTEC India Customer Solutions Private Limited
2022.01 - 2023.01
Support Specialist
Myntra
2021.01 - 2022.01
B.Com (Bachelor of Commerce) -
Bhawanipur Education Society College
2001.04 -
High School Diploma -
K.E.Carmel School
2001.04 -