Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Smriti Kabiraj

Kolkata

Summary

Customer Support Specialist with almost 4 years of experience, having more than 2 years of experience as a Subject Matter Expert. Expertise in multi-channel support delivery, including voice, chat, and email, within process-driven environments. Demonstrated success in managing escalations, identifying process gaps, and enhancing global team collaboration through operational insights. Proficient in risk analysis, fraud prevention, and compliance, with a focus on continuous service improvement and customer satisfaction.

Overview

4
4
years of professional experience

Work History

Subject Matter Expert – Customer Service Operations

Amazon India
06.2023 - 05.2025
  • Delivered high-quality support through voice, chat, and email, ensuring adherence to defined procedures and SOPs.
  • Provided escalation support and subject-matter guidance to agents, helping maintain consistency in customer interactions.
  • Identified inefficiencies, and collaborated with team leads to drive continuous process improvements.
  • Worked with cross-functional teams to resolve service issues, and improve operational flow.
  • Participated in training and feedback loops, enhancing the quality of frontline service delivery.
  • Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.

Customer Service Associate

Amazon India
08.2021 - 05.2023
  • Responded to customer inquiries across multiple channels, ensuring accurate and timely resolutions.
  • Adhered strictly to process guidelines, while maintaining high satisfaction and low escalation rates.
  • Maintained 90%+ CSAT across customer engagements, contributing to a team-wide focus on customer satisfaction, and empathy-driven service.
  • Achieved a First Contact Resolution (FCR) rate of approximately 85%, reducing follow-ups, and increasing customer trust in support outcomes.
  • Actively participated in cross-team feedback loops and continuous improvement initiatives, supporting process refinements and process enhancements.

Education

Bachelor of Arts - English Literature & Language

Amity University
01-2023

Skills

  • Call, chat, and email support
  • Escalation Handling
  • Risk Analysis and Employee Assistance
  • Customer Satisfaction
  • Process Improvement and SOP Adherence
  • KYC/AML Compliance and Fraud Detection
  • MS Excel and PowerPoint
  • Root Cause Analysis
  • Global Support Alignment and Shift Flexibility

Languages

  • English, Fluent
  • Hindi, Fluent
  • Bengali, Native

Timeline

Subject Matter Expert – Customer Service Operations

Amazon India
06.2023 - 05.2025

Customer Service Associate

Amazon India
08.2021 - 05.2023

Bachelor of Arts - English Literature & Language

Amity University

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Smriti Kabiraj