SATYAJEET DAS
Balasore
Summary
Customer Service Representative experienced in problem-solving and customer engagement. Enhanced customer satisfaction through effective communication and technical support while fostering strong relationships and mentoring colleagues. Prioritized tasks and managed multiple responsibilities in fast-paced environments, delivering positive experiences and resolving escalated support issues.
- Results-driven Customer BPS Escalation Specialist with over 6 months of experience managing complex complaints, high-stakes customer issues, and transferred calls. Skilled in conflict de-escalation, root-cause analysis, and cross-functional collaboration to convert dissatisfied customers into brand advocates. Proven track record of maintaining 95%+ resolution rate while keeping call handle time efficient.
- Flexible and analytical BPS professional with over 1 year 7 months of experience acting as an ad-hoc Subject Matter Expert. Skilled at resolving urgent client escalations, auditing daily workflows, and training NH batches on complex process updates with zero downtime.
- Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
Languages
1
1
Certification
5
5
years of post-secondary education
3
3
years of professional experience
Work History
Customer Service Representative
Tech Mahindra
BHUBANESWAR
02.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints through effective communication and problem-solving skills.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product inquiries and technical support issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conducted regular follow-up calls with customers after resolving their issues.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong customer relationships to encourage repeat business.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of company products and services to assist customers effectively.
- Collaborated with team members to improve service delivery and efficiency.
- Participated in team meetings to discuss service strategies and best practices.
- Provided training to new staff on customer service protocols and tools.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided mentorship to junior team members to enhance their skills and performance. and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Education
Diploma - Mechanical Engineering
GOVERNMENT POLYTECHNIC BHADRAK
Bhadrak 06.2020 - 07.2023
NATIONAL TRADE CERTIFICATE - Information And Communication Technology
MINISTRY OF SKILL DEVELOPMENT AND ENTERPRENEURSHIP
Balasore 08.2017 - 07.2019
Maharishi Vidya Mandir
BalasoreSkills
- Customer assistance
- Order tracking
- Problem solving
- Customer engagement
- Customer relationship management
- Technical support
- Product knowledge
- Team collaboration
- Employee training
- Effective communication
- Conflict resolution
- Active listening
- Mentorship provision
- Executive management support
- Team development
- Customer relationship management (CRM)
- Support case resolution
- Call escalation
- Call center procedures
- Customer relations
- Problem resolution
- Call center experience
- Follow-up skills
- Typing proficiency
- Call management
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Bengali
Advanced (C1)
C1
Odia
Advanced (C1)
C1
Certification
- Entrepreneurship-cum-Skill Development Programme (E-SDP)
The certificate is for completing training on the topic: Mechanical Engineering Workshop / Machine Shop (Emphasis in CNC Lathe CNC Milling).
IT Essentials (Certificate of Course Completion) from Cisco Networking Academy.
- Select and install the appropriate computer components to build, repair, or upgrade personal computers.
- Appropriate use of tools to perform preventive maintenance and troubleshooting on personal computers.
- Perform installation, repair, maintenance, and troubleshooting of Windows operating systems.
- Explain the operation of local area networks and configure devices to connect to LANs and the Internet.
- Configure devices to connect to the Internet and Cloud services.
- Explain how to configure, secure and troubleshoot mobile, OS X, and Linux operating systems.
- Implement basic host, data, and network security.
- Explain the roles and responsibilities of the IT professional.
- Vocational Training Program Certificate (Prashikshan - 2022) issued by Shavak Nanavati Technical Institute (Tata Steel Ltd.).
Program/Event Name: Prashikshan - 2022
Project Title: Study on Hydraulic System & Its Uses in Manufacturing Industry.
Timeline
Customer Service Representative
Tech Mahindra
02.2024 - Current
Diploma - Mechanical Engineering
GOVERNMENT POLYTECHNIC BHADRAK
06.2020 - 07.2023
NATIONAL TRADE CERTIFICATE - Information And Communication Technology
MINISTRY OF SKILL DEVELOPMENT AND ENTERPRENEURSHIP
08.2017 - 07.2019
Maharishi Vidya Mandir