SANMITRA CHAKRAVARTY
Customer Support Associate
Ranchi,Jharkhand
Summary
Detail-oriented support professional experienced in delivering customer assistance through voice, chat and email channels. Specializes in troubleshooting orders, addressing payment inquiries, and resolving product issues. Manages high-volume workloads while ensuring effective communication and customer satisfaction.
Overview
4
4
Languages
2
2
years of professional experience
Work History
Customer Support Associate — Amazon Retail
Concentrix Daksh Services India Pvt. Ltd.
09.2026 - Current
- Assisted customers with order-delivery issues, concessions for defective products, payment-related queries, product warranty concerns, and other retail support requests.
- Managed 80+ chats daily while sustaining 90% positive response rate and repeat-adjusted positive response rate across weekly and monthly cycles.
- Maintained average handle time (AHT) of approximately 7 minutes per chat while managing 3-chat concurrency.
- Resolved 50+ email tickets daily, maintaining accurate case documentation, process hygiene and customer satisfaction.
- Participated in client feedback sessions and contributed insights to refine resolution processes for recurring customer issues.
- Mentored new hires on chat etiquette, customer handling and meeting process KPIs.
Customer Support Advisor — District and Zomato
Concentrix Daksh Services India Pvt. Ltd.
04.2025 - 08.2026
- Provided chat, email and voice support for District and Zomato customers experiencing real-time restaurant-dining issues.
- Resolved concerns involving service denial, transaction refunds, table reservations, discount offers, product feedback and restaurant experience.
- Resolved complex customer issues via email by conducting additional investigation and delivering appropriate assistance.
- Handled complex customer issues through email, conducting additional investigation and providing appropriate assistance.
- Provided voice support for District and Zomato customers experiencing real-time restaurant-dining issues.
- Shared customer insights in product-improvement feedback sessions, supporting customer retention and satisfaction.
- trained and mentored new advisors for real-time chat and email queries, resolving customer issues.
Education
B.Tech - Computer Science and Engineering
Manipal University Jaipur
Jaipur, India07-2022
Skills
- Customer support
- Operations: Ticket management
- Technical tools
- Customer feedback analysis
- Technical Troubleshooting
- Core Strengths: Problem-solving
Interests
Football, Calisthenics, Cooking, Mixology, YouTube Content Creation
Timeline
Customer Support Associate — Amazon Retail
Concentrix Daksh Services India Pvt. Ltd.
09.2026 - Current
Customer Support Advisor — District and Zomato
Concentrix Daksh Services India Pvt. Ltd.
04.2025 - 08.2026
B.Tech - Computer Science and Engineering
Manipal University Jaipur