Paulson Prasad
Guwahati
Summary
Customer Support, Operations, and Social Media Advisor with 7+ years of experience across customer service, team leadership, social media management, background verification and operations analysis. Skilled in leading high-performing teams, optimizing processes, managing multi-channel support, and ensuring compliance in background verification operations. Recognized for career growth, high accuracy, and improving customer engagement.
Overview
10
10
years of professional experience
Work History
Senior Executive Customer Service. Operations.
iEnergizer IT Services Pvt Ltd
08.2020 - 12.2021
- Handled customer queries via email and live chat for a US based E-commerce platform, ensuring timely and accurate resolution in line with SOPs.
- Provided prompt responses to high-volume customer interactions, maintaining service quality and customer satisfaction benchmarks.
- Transitioned to the Social Media Support team (Instagram, Facebook, Twitter) after 3 months, managing direct messages, comments, and escalations.
- Monitored brand mentions and customer feedback on social platforms, ensuring issues were addressed swiftly and professionally.
- Collaborated with internal teams to resolve complex issues and deliver seamless customer experiences across digital channels.
- Contributed to improving customer engagement and strengthening the brand’s online presence through responsive and empathetic communication.
Operations Analyst.
First Advantage Global Operating Center Pvt. Ltd.
08.2017 - 03.2019
- Conducted background verification checks for US-based clients, ensuring compliance with company standards and legal regulations.
- Performed searches on public records, including court databases and the National Sex Offender Registry, to validate candidate history.
- Analyzed and verified sensitive information with high accuracy, maintaining strict confidentiality.
- Collaborated with teams to resolve discrepancies and deliver accurate reports on tight deadlines.
- Contributed to process improvements by identifying recurring issues and suggesting workflow enhancements.
Senior Executive Service Associate.
Hi-Power Support Centre Pvt. Ltd.
02.2015 - 08.2016
- Provided high-quality customer support for a Finnish mobile gaming company via chat and email.
- Resolved player account and in-game issues, providing timely solutions to enhance overall gameplay experience and ensure customer satisfaction.
- Maintained adherence to Standard Operating Procedures (SOPs) and internal quality benchmarks while handling high-volume interactions.
- Collaborated with technical teams to track and resolve game bugs, glitches, and other reported issues.
- Participated in regular training sessions to stay updated with game features, updates, and support processes.
Team Leader | Group Leader | Technical Support Representative.
C Cubed Solutions Private Limited.
06.2012 - 12.2014
- Team Leader (Jun 2014 – Dec 2014)
- Led a team of 18–20 members, including Group Leaders and Technical Support Representatives.
- Monitored team performance against daily, weekly, and monthly targets; conducted feedback and implemented action plans.
- Reported team performance to senior management and participated in review calls.
- Group Leader (May 2013 – May 2014)
- Supervised a team of 4–5 members, ensuring daily targets and customer satisfaction benchmarks were met.
- Assisted Team Leads with training, process improvements, and escalations.
- Provided agent performance feedback and submitted reports to management.
- Technical Support Representative (Jun 2012 – Apr 2013)
- Resolved customer issues via online chat and remote access, following Microsoft Operating Standards.
- Maintained accountability for chat resolutions and prepared CRM reports.
- Achieved monthly productivity and quality targets consistently.
Education
Bachelor of Laws (LLB) -
Gauhati University
01.2025
Bachelor of Arts (BA) - undefined
Indira Gandhi National Open University
01.2022
Higher Secondary (12th) - Science
Assam Higher Secondary Education Council
01.2008
Class 10 Board Exam (10th) - undefined
Board of Secondary Education Assam
01.2005
Skills
- Customer Support Operations (Chat, Email, Social Media)
- Team Leadership & People Management
- Process Optimization & Reporting
- Background Verification & Compliance
- Social Media Management (Instagram, Facebook, Twitter)
- Training, Coaching & Mentoring
- Performance Monitoring & Feedback
- Escalation & Conflict Resolution
Accomplishments
- Promoted as a Group Leader within 11 months after joining C Cubed Solutions and a Team Leader after 24 months.
- Received Delivery Excellency Award and Star Team Award at First Advantage Global Operating Center Pvt. Ltd. for outstanding performance and accuracy in operations.
- Transitioned to the Social Media Team after 3 months, handling platform interactions and enhancing player engagement.
- Was the top performer in sales team for 3 consecutive months before being promoted as a Group Leader.
- Was offered a position of Mentor after 11 months of joining Hi Power Support Centre.
Languages
English
Hindi
Assamese
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge. Place: Guwahati. (Paulson Prasad)
Personal Profile.
- Date of Birth: 26th September 1989
- Father’s name: Late Nirmal Prasad
- Mother’s Name: Late Lairoulttoling Prasad
- Gender: Male
- Marital Status: Single
- Languages Known: English, Hindi and Assamese.
- Nationality: Indian
Hobbies and Interests
Travelling, photography, social networking, listening music
Timeline
Senior Executive Customer Service. Operations.
iEnergizer IT Services Pvt Ltd
08.2020 - 12.2021
Operations Analyst.
First Advantage Global Operating Center Pvt. Ltd.
08.2017 - 03.2019
Senior Executive Service Associate.
Hi-Power Support Centre Pvt. Ltd.
02.2015 - 08.2016
Team Leader | Group Leader | Technical Support Representative.
C Cubed Solutions Private Limited.
06.2012 - 12.2014
Bachelor of Arts (BA) - undefined
Indira Gandhi National Open University
Higher Secondary (12th) - Science
Assam Higher Secondary Education Council
Class 10 Board Exam (10th) - undefined
Board of Secondary Education Assam
Bachelor of Laws (LLB) -
Gauhati University