SHIBAM BALMIKI
Kolkata
Summary
Accomplished professional with expertise in customer service and process training, honed at Amazon Development Center India. Proven track record in enhancing team performance and customer satisfaction. Skilled in data validation and team leadership, driving operational excellence. Adept at voice and chat support, ensuring seamless communication and issue resolution.
Overview
11
11
years of professional experience
Work History
Associate
Amazon Development Center India
Kolkata
06.2023 - Current
- Worked as a Subject Matter Expert (SME) for 6 months, providing process training and support to new team members.
- Resolved general customer issues related to shipments from North America and India, ensuring high customer satisfaction.
- Handled account-related concerns for customers (CX) across North America and India, with attention to accuracy and service quality.
- Possess strong expertise in both voice and chat support processes, with proven experience in handling diverse customer service scenarios.
Customer Service Representative
Teleperformance Global Services Pvt. Ltd
Kolkata
08.2020 - 10.2020
- Responsible for training and supervising team members to ensure consistent performance and adherence to process standards.
- Performed call verification and data validation to maintain accuracy and compliance with quality guidelines.
- Ensured maximum customer satisfaction by delivering prompt, accurate, and effective support solutions.
Senior Verifier
Prizm Corporation Pvt. Ltd
Kolkata
01.2019 - 06.2020
- Responsible for training and supervising team members to ensure consistent performance and adherence to process standards.
- Performed call verification and data validation to maintain accuracy and compliance with quality guidelines.
Team Leader, Sales Operations
Cognisive Technology Pvt. Ltd
Kolkata
09.2016 - 10.2018
- Led a team of BPO professionals, driving performance and achieving set operational goals through effective leadership and coordination.
- Trained and supervised employees, ensuring consistent adherence to process standards and quality benchmarks.
- Conducted onboarding and process training sessions for new hires, enabling faster integration and productivity.
Associate, Sales
Manfred Infotech Pvt. Ltd
Kolkata
04.2014 - 07.2016
- Performed call verification and data validation to ensure accuracy and maintain compliance with company standards.
- Collected customer feedback and provided education on products and processes to enhance user understanding and experience.
- Resolved customer queries (CX) and collaborated with the technical team to deliver end-to-end issue resolution.
Education
Bachelor of Commerce - Honours in Accounts
Calcutta University
Kolkata04-2020
Financial Accounting System - Diploma in Computers
Youth Computer Training Center
Kolkata03-2015
High School Diploma -
Kendriya Vidyalaya No -2
Kolkata03-2014
Matriculation -
Kendriya Vidyalaya No-2
Kolkata03-2012
Skills
- Customer service and support
- Process training and development
- Call verification and quality assurance
- Data validation and analysis
- Team leadership and collaboration
- Voice and chat support
- Computer proficiency
Languages
Hindi
First Language
English
Advanced (C1)
C1
Bengali
Intermediate (B1)
B1
Affiliations
Sports Enthusiast – Active in Volleyball and regular gym training
Traveling – Passionate about exploring new cultures and destinations
Photography – Skilled in landscape and lifestyle photography
Fashion Influencer – Create and share fashion content on Instagram with an engaged audience
Accomplishments
- The Bharat Scouts and Guides
Timeline
Associate
Amazon Development Center India
06.2023 - Current
Customer Service Representative
Teleperformance Global Services Pvt. Ltd
08.2020 - 10.2020
Senior Verifier
Prizm Corporation Pvt. Ltd
01.2019 - 06.2020
Team Leader, Sales Operations
Cognisive Technology Pvt. Ltd
09.2016 - 10.2018
Associate, Sales
Manfred Infotech Pvt. Ltd
04.2014 - 07.2016
Bachelor of Commerce - Honours in Accounts
Calcutta University
Financial Accounting System - Diploma in Computers
Youth Computer Training Center
High School Diploma -
Kendriya Vidyalaya No -2
Matriculation -
Kendriya Vidyalaya No-2
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