Souvik Roychoudhury
Kolkata
Summary
With over six years of experience in customer service at TCS, passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Having worked in various roles, such as back office, live chat, quality assurance, and trainer, demonstrated proficiency in customer service best practices and related options. Worked on enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Being loyal and professional with the company and friendly and collaborative with colleagues for promoting a great workspace.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Tata Consultancy Services
06.2017 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery, increasing team strength from 6 to 56 active members.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs, reaching out new services and best help for valued/priority customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Taken over 80 chats in a day to control the flow which was four-fold normal rate due to an emergency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Maintaining high CSAT of over 90% and a NPS score of over 74 while working on only complaints customers.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Science - Physics
Seth Anandaram Jaipuria College
Kolkata, India04.2017
High School Diploma -
Sri Aurobindo Institute of Education
Kolkata, India04.2014
Skills
- Team Player
- Communication Skills
- Ability to Work Under Pressure
- Live Chat Support
- Information Security
- Problem Resolution
- Monitored production KPIs and provided regular reports to senior management
- CRM System Proficiency
- Escalation Management
- Complaint Handling
- Live Chat Support
- Complaint Handling
- Live Chat Support
- Quality Assurance Controls
Interests
Video editing, Cinema, Film enthusiast and Cooking
Timeline
Customer Service Representative
Tata Consultancy Services
06.2017 - Current
Bachelor of Science - Physics
Seth Anandaram Jaipuria College
High School Diploma -
Sri Aurobindo Institute of Education
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