SAPTARSHI MONDAL
GHAZIABAD
Summary
Dynamic Program Coordinator at Pearson with a proven track record in enhancing candidate and client satisfaction and operational efficiency. Skilled in conflict management and proficient in various tools, I excel at resolving complex issues and mentoring teams, consistently achieving high compliance with service standards.
Resourceful customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Program Coordinator
Pearson
Noida
07.2023 - Current
- Follow through with incidents, reports, and projects
- Level 2 Escalation calls
- Receive and respond to client queries
- Ensure candidate results are sent to clients in accordance with KPIs
- Act as an escalation point for service related issues
- Promote client programs and products
- Identify opportunities for improvement and efficiencies.
- Call Center Support
- Respond and resolve customer queries
- Input accurate customer information into the database
- Provide performance feedback as required
Dart Specialist
Amazon Development Centre
Noida
05.2019 - 06.2023
- Handling agent queries via chat or calls
- Handling escalation contacts transferred via agents
- Pro-actively aiding Associates with difficult customer contacts for different live mediums.
- Demonstrate effective communication/cooperation with Team managers peers to manage teamwork.
- Maintaining knowledge of team specific operational procedures as needed.
Resolution Specialist
Amazon Development Centre
11.2018 - 05.2019
- Document all actions performed and interaction with customer
- Assist Associates during chat consults
- Handled a team of 20 people as a Resolution Specialist
- Assess individual situations and develop effective resolutions
- Work on customer escalation and recognize risk to brand/customer appropriately. Examine and escalate systemic issues through right channels and on the CS Knowledge Centre
- Ensuring high compliance to operational processes and policies. Being the subject matter expert in relation to all internal/external customer service resources.
- Handling all concession related escalations & ensuring that necessary authorizations are confirmed. Ensuring that queuing systems are regularly monitored ensuring that customer experience is upheld.
CS Associate
Amazon Development Centre
Noida
10.2017 - 11.2018
- Handling and resolving customer queries via chat
- Provided timely resolution of escalated customer service issues via phone and chat, consistently meeting service level agreements (SLAs).
- Coordinated communication between customers and management, ensuring quick and efficient resolution of service challenges.
- Assisted in training new hires on internal systems and processes, contributing to a more efficient onboarding experience.
- Proactively identified and escalated recurring issues to management, leading to process updates that improved service quality.
- Assisted customers with selecting items and answering questions about products.
- Provided customer service support for inquiries, complaints, and returns.
- Built relationships with customers by providing friendly customer service.
- Managed multiple tasks simultaneously while maintaining attention to detail.
Customer Service Executive
Globtier Infotech Private Limited
Noida
07.2015 - 03.2016
- Handling queries & providing resolutions in relation to after sales services of products.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Identified opportunities for process improvement within the customer service department.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Ensured that all customer queries were handled quickly and professionally.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
Customer Service Executive
HCL Technologies Limited
Noida
11.2012 - 06.2015
- Handling candidates across all three OUS. i.e.. calls, emails and chats for Pearson process.
- Managing online proctoring in HCL for Pearson.
- Identified opportunities for process improvement within the customer service department.
- Tracked candidate complaints and followed up to ensure resolution was achieved.
- Mentored junior team members and managed employee relationships.
Education
BACHELOR OF BUSINESS ADMIN. -
INSTITUTE OF ENGINEERING & MANAGEMENT STUDIES
NEW DELHIHIGHER SECONDARY -
C.S.H.P. SENIOR SECONDARY SCHOOL
GHAZIABADSkills
- Excellent oral and written communication skills
- Familiar with various training tools and models with understanding of learning styles
- Proficiency in Microsoft Office Suite (Access, Excel, Word, etc)
- Effective problem-solving skills
- Conflict management skills
- Strong organization skills
- Interpersonal savvy and ability to influence and relate to others
- Time management skills
- Ability to deal with ambiguity and overcome objections
- Quickly and effectively adapt to changes
- Patient, positive, and professional
- Strong customer service skills
- Strong Coaching skills
- Strong attention to detail
- Ability to set and meet goals
Certification
- ACES Level 1 Certification
- ACES Level 2 Certification
Awards
Certificate of Appreciation, Amazon, On providing exceptional performance and quality during peak season
Languages
- English, Verbal & Written
- Hindi, Verbal & Written
- Bengali, Verbal
Languages
Bengali
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Program Coordinator
Pearson
07.2023 - Current
Dart Specialist
Amazon Development Centre
05.2019 - 06.2023
Resolution Specialist
Amazon Development Centre
11.2018 - 05.2019
CS Associate
Amazon Development Centre
10.2017 - 11.2018
Customer Service Executive
Globtier Infotech Private Limited
07.2015 - 03.2016
Customer Service Executive
HCL Technologies Limited
11.2012 - 06.2015
BACHELOR OF BUSINESS ADMIN. -
INSTITUTE OF ENGINEERING & MANAGEMENT STUDIES
HIGHER SECONDARY -
C.S.H.P. SENIOR SECONDARY SCHOOL