ROBIN ADITYA DAS
CHINSURAH
Summary
Results-oriented professional with over 8 years of experience in customer support and resolution management. Proven track record in leading teams, process optimization, and driving customer satisfaction. Skilled in team training, mentoring, and implementing operational efficiencies. Equipped with an Executive MBA specializing in Operations and Supply Chain Management, and proficient in MS Excel tools to enhance productivity and performance metrics. Skilled Resolution Specialist with background in resolving complex customer issues efficiently. Strengths include strong problem-solving abilities, effective communication skills, and capacity to maintain high customer satisfaction rates. Notable impact made in previous roles includes improved customer retention through responsive service solutions and proactive conflict resolution strategies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Amazon Development Centre India Pvt. Ltd.
11.2020 - Current
- Spearheaded resolution processes for escalated customer cases, achieving a 20% reduction in resolution time
- Trained new hires on company policies, processes, and customer interaction techniques, ensuring a 95% compliance rate
- Delegated tasks effectively among team members to enhance productivity and performance
- Assigned as a key member of an away team in Pune to implement new processes and train recruits, resulting in a 30% improvement in onboarding efficiency
- Led a team of 15 agents in a new process, achieving 95% customer satisfaction within a month.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Provided training sessions for new hires on how to effectively resolve customer complaints.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
Customer Support Representative
Amazon Development Centre India Pvt. Ltd.
09.2016 - 11.2020
- Delivered high-quality customer support by addressing inquiries, resolving issues, and maintaining a 98% customer satisfaction score
- Collaborated with cross-functional teams to streamline workflows and improve overall customer experience
- Assisted in identifying knowledge gaps and developed training materials for junior staff
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Documented, tracked and monitored customer issues in CRM to foster resolution.
- Collected, analyzed and reported on data for use in operational planning.
- Handled escalated customer service issues with professionalism and empathy.
- Maintained an up-to-date knowledge of products and services offered by the company.
Education
MBA - Operations and Supply Chain Management
Narsee Monjee Institute of Management Studies
Mumbai07-2023
Bachelor’s Degree - Electrical Engineering
Modern Institute of Engineering And Technology
Rajhat06-2015
Skills
- Leadership & Team Management
- Customer Service Excellence
- Process Improvement
- MS Excel Proficiency
- Communication
- De-escalation techniques
- Decision-making
- Teamwork and collaboration
Certification
- MS Excel Training and Completion Certificate – Great Learning
- Basic SQL
Accomplishments
- Successfully reduced average resolution time by 20% through process optimization.
- Led a team in Pune for new process implementation, improving training efficiency by 30%.
Timeline
Resolution Specialist
Amazon Development Centre India Pvt. Ltd.
11.2020 - Current
Customer Support Representative
Amazon Development Centre India Pvt. Ltd.
09.2016 - 11.2020
- MS Excel Training and Completion Certificate – Great Learning
- Basic SQL
MBA - Operations and Supply Chain Management
Narsee Monjee Institute of Management Studies
Bachelor’s Degree - Electrical Engineering
Modern Institute of Engineering And Technology
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