SOURAV SINHA
Customer Support Executive
Bangalore
Summary
Experienced Support Executive with a proven track record of over 3 years in delivering exceptional customer service through various communication channels. Recognized for problem-solving abilities, excellent communication skills, and unwavering commitment to resolving customer issues professionally. Seeking to leverage extensive customer service expertise to elevate the overall customer experience and contribute to a dynamic support team. Skilled in effectively communicating with customers and vendors, analyzing complex issues, and providing timely resolutions while maintaining accurate documentation. Thrives in high-volume and high-stress environments, ensuring optimal performance.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Support Executive
Epace Technologies Private Limited
08.2022 - 11.2024
- Handle an average of 70-80 customer inquiries daily through multiple channels (phone, email, and chat) with an 80% resolution rate on the first contact
- Resolve product-related issues, billing inquiries, and technical troubleshooting, maintaining a high customer satisfaction rate
- Maintain up-to-date knowledge of company products and services to provide accurate information and solutions
- Provide feedback and suggestions for process improvements, resulting in a 90% increase in team efficiency
- Document and track customer interactions in the CRM system to ensure issues are resolved in a timely manner and follow-ups are scheduled as needed
- Collaborate with cross-functional teams to ensure customers' needs are met and improve overall service delivery
Customer Service Representative
Ethical Infocom Private Limited
09.2021 - 05.2022
- Responded to customer inquiries regarding product usage, returns, shipping, and account information, ensuring a high level of customer satisfaction
- Resolved customer complaints effectively, identifying root causes and offering solutions to prevent recurrence
- Assisted in training new team members on best practices for customer service and the use of CRM tools
- Processed and tracked orders, returns, and refunds accurately while adhering to company policies
- Consistently met or exceeded monthly performance metrics, including average response time, customer satisfaction scores, and issue resolution time
Education
Bachelor of Arts - English
NILLM University
Kaithal, Haryana 04.2018 - 01.2021
Skills
CRM Software: Salesforce
CRM Software: Zendesk
CRM Software: Freshdesk
Communication Tools: Slack
Communication Tools: Zoom
Communication Tools: Teams
Office Software: Microsoft Office Suite (Word, Excel, Outlook)
Technical Skills: Basic troubleshooting
Technical Skills: ticketing systems
Websites
Timeline
Customer Support Executive
Epace Technologies Private Limited
08.2022 - 11.2024
Customer Service Representative
Ethical Infocom Private Limited
09.2021 - 05.2022
Bachelor of Arts - English
NILLM University
04.2018 - 01.2021
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