Summary
Overview
Work History
Education
Skills
Languages
IELTS Certification, August 2021.
Accomplishments
Timeline
Soumik Bose

Soumik Bose

Service Professional
Kolkata,WB

Summary

Compassionate professional with over three years of experience in administrative specialist, customer service, and team lead roles. Demonstrated ability to utilize open-source resources for in-depth research and adapt to dynamic environments. Experienced in team management and project coordination, with a track record of developing internal work manuals and collaborating with cross-functional teams. Proven skills in enhancing operational efficiency and driving project success.

Overview

4
4
years of professional experience

Work History

Technical Care Associate

Amazon
Virtual, Full Time, Kolkata, West Bengal
05.2023 - Current
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Client service led to taking on tough, challenging projects.
    Proactively investigated and mitigated risks, coordinated with team members and others to resolve issues, and escalated issues as necessary.
  • Team player with a positive attitude, and excellent English verbal and written communication skills.
  • Able to communicate professionally during stressful situations, maintaining composure, and resolving problems effectively and positively.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Possesses a flexible work style and is able to work beyond the normal schedule during peak periods in order to meet deadlines.
  • Experience in working effectively, with minimal day-to-day supervision, and within a team environment, to significantly contribute to the success of the team.

SME Team Leader

Amazon
Virtual, Full Time
06.2024 - Current
  • Participated in special projects as assigned by the leadership team.
  • Identified potential areas for improvement in existing products or services.
  • Formulated comprehensive internal system documentation on Wiki-Amazon, featuring Pocket Assistant (PA) with detailed user manuals, FAQs, and troubleshooting guides.
  • Provided training and guidance to junior staff members as needed.
  • Organized training sessions for new employees joining the SME team, providing guidance on job responsibilities.
  • Demonstrated clear and concise written and verbal communication skills.
  • Proficient in Advanced Microsoft Office.
  • Motivated and coached team members to reach goals, providing constructive feedback.
  • Developed effective communication channels between different departments within the organization in order to facilitate collaboration among teams.

Technical Support Specialist

Amazon
Virtual, Part Time, Kolkata, West Bengal
09.2022 - 03.2023
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Improved customer service wait times to mitigate complaints.
  • Recommended and initiated product offerings to meet customer changing needs.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Operated multi-line phone system and online messaging system to communicate with customers.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Extended support to Amazon Devices such as Kindle, Fire TV devices and Alexa.
  • Troubleshooting Prime Video concerns.

Customer Relationship Executive

Genesix Solutions Private Limited
Kolkata
01.2022 - 07.2022
  • Conversed with customers to receive valuable feedback and suggestions for improvement.
  • Reviewed operational challenges with external vendors, consistently improving service levels.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Updated databases with new and modified customer data.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Mentored junior team members and managed employee relationships.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Strengthened customer retention by offering discount options.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Took special orders in person and over telephone, generating additional revenue every month.

Education

High School Diploma -

The Scottish Church Collegiate School , Kolkata
07.2015

Bachelor's in Arts(Honours) - Public Administration

Indira Gandhi National University, Kolkata, India
02.2022 - 06.2025

Skills

  • IELTS certified C1
  • Project and time management abilities
  • Can effectively use other commonly used software, such as Outlook, in the completion of work
  • Able to effectively communicate with stakeholders at all levels of the firm
  • Problem solving, managing complex tasks
  • Advanced Microsoft Word and Excel, basic Microsoft PowerPoint
  • Clear, concise verbal and written communication
  • Stakeholder management
  • Cross-functional collaboration
  • Strong analytical skills and experience in leadership
  • Process improvement, training, and mentoring
  • Customer service and technical troubleshooting
  • Strategic thinking and creative solutions
  • Innovative mindset and product development

Languages

English
Proficient
C2
Bengali
Proficient
C2
Hindi
Proficient
C2

IELTS Certification, August 2021.

  • IELTS is the most popular test for people looking to migrate to Australia, Canada, New Zealand and the UK. It is globally recognised by more than 11,000 employers, universities, schools and immigration bodies including 3,400 institutions in the USA.
  • The International English Language Testing System (IELTS) is designed to help an individual work, study or migrate to a country where English is the native language. This includes countries such as Australia, Canada, New Zealand, the UK and USA
  • The ability to listen, read, write and speak in English will be assessed during the test. IELTS is graded on a scale of 1-9.

Accomplishments

  • Achieved several weekly, monthly and quarterly recognitions for achieving network goals with accuracy and efficiency.
  • Supervised team of 30+ staff members.
  • Met the weekly and monthly targets through effective feedback mechanism provided to the new hires.
  • Collaborated with contents developers and tech team in the development of the internal project named Pocket Assistant (PA)

Timeline

SME Team Leader - Amazon
06.2024 - Current
Technical Care Associate - Amazon
05.2023 - Current
Technical Support Specialist - Amazon
09.2022 - 03.2023
Indira Gandhi National University - Bachelor's in Arts(Honours), Public Administration
02.2022 - 06.2025
Customer Relationship Executive - Genesix Solutions Private Limited
01.2022 - 07.2022
The Scottish Church Collegiate School - High School Diploma,

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Soumik BoseService Professional