RISHABH GUPTA
Customer Service Specialist
Kolkata,WB
Summary
Customer Support Specialist with 7+ years of experience in chat, email, and voice support environments. Expert in escalation management, customer retention, SLA adherence, and workflow optimization. Currently transitioning into AI-enabled customer support operations with hands-on learning in Agentic AI systems, Generative AI (LLMs), automation, and data-driven support optimization. Strong ability to bridge human support expertise with intelligent automation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
TeamWhale
KOLKATA
10.2024 - 11.2025
- Resolve complex and high-impact customer issues across multiple support channels.
- Manage escalations while maintaining SLA compliance and service quality benchmarks.
- Guide customers on product usage, troubleshooting, and issue resolution.
- Document cases and insights to support process improvement and knowledge base enhancement.
- Daily incoming of 60 emails, 20 chats and 20+ calls.
Chat Support Specialist
TTEC Ahmedabad
Ahmedabad
12.2022 - 06.2024
- Delivered high-volume chat support with a focus on first-contact resolution and CSAT improvement.
- Used CRM tools, Jira, and Slack to manage tickets, queues, and internal collaboration.
- Analyzed recurring issues to support workflow and response optimization.
- Maintained consistent quality scores in fast-paced, SLA-driven environments.
Senior Associate
Wipro Limited
04.2019 - 11.2022
- Led escalation handling and resolved complex customer cases without unnecessary transfers.
- Collaborated with cross-functional teams to improve operational efficiency.
- Ensured adherence to quality assurance guidelines and compliance standards.
- Mentored junior agents on communication, issue resolution, and support best practices.
Education
Bachelor of Commerce - Accounting And Finance
Calcutta University
Kolkata01.2018
Skills
Customer Support
Certification
First Level Manager Certified – Calcutta University (2018–2022)
AI & AUTOMATION TRANSITION
- Learning Agentic AI frameworks for autonomous, multi-step customer support workflows.
- Studying Generative AI and LLM-based systems for response drafting, summarization, and knowledge automation.
- Exploring AI use cases for ticket classification, intent detection, and workflow routing.
- Applying data research skills to identify automation opportunities in support operations.
TOOLS & TECHNOLOGIES
CRM Platforms, Jira, Slack, Citrix, Microsoft Office, Knowledge Base Systems, LLM Concepts, AI Tooling, Support Analytics
Timeline
Customer Support Specialist
TeamWhale
10.2024 - 11.2025
Chat Support Specialist
TTEC Ahmedabad
12.2022 - 06.2024
Senior Associate
Wipro Limited
04.2019 - 11.2022
Bachelor of Commerce - Accounting And Finance
Calcutta University