Souvik Roychoudhury
Kolkata,WB
Summary
Senior Customer Service Associate managing complex billing, network, metering, and customer account cases across enterprise support workflows. Investigates system records in Salesforce and LivePerson, documents resolution paths, and coordinates with operations, billing, quality, and product teams to close exceptions against SLA commitments. Supports onboarding, SOP updates, and knowledge sharing while maintaining high-volume service quality.
Overview
5
5
Certifications
9
9
years of professional experience
Work History
Senior Customer Service Associate
Tata Consultancy Services
11.2019 - Current
- Analyze complex billing, network, metering, and account issues to identify the right resolution path from case data, system records, and business context.
- Investigate system and process issues in Fusion Salesforce and LivePerson while maintaining accurate case records across operations, billing, quality, and product teams.
- Identify recurring billing, metering, and network case patterns through data analysis and recommend process improvements that reduce resolution turnaround time.
- Develop SOPs, workflow documentation, job aids, and knowledge materials that standardize service delivery as the support function expands from 6 to 56 associates.
- Partner with cross-functional stakeholders to clarify operational requirements, resolve complex exceptions, and align process changes with client service requirements and SLA commitments.
- Prepare account-level performance and service trend reports for management review, surfacing recurring issues and operational anomalies for follow-up.
- Manage 80+ daily LivePerson interactions while maintaining CSAT above 90%, NPS of 74+, and agreed SLA targets during high-volume operations.
Accounts Manager
Tata Consultancy Services
06.2017 - 11.2019
- Maintains 100% account record accuracy in SWIMM while resolving tariff discrepancies and supporting billing checks.
- Multiple processes account reviews per week in RAPID, applying service-rule changes for leakage and surface-planning updates.
- Reviews network configurations and service requirements in RAPID to align account actions with customer rules.
- Assesses new service applications and mains adaptation requests, coordinating with operational teams within agreed SLAs.
- Evaluates metering eligibility and coordinates replacement of ageing infrastructure components to meet service standards.
- Documents structured account and system records to support data integrity, operational handoffs, and continuity.
- Applies business process analysis and process mapping to investigate discrepancies and clarify workflow gaps.
Education
Bachelor of Science - Physics
Calcutta University
Kolkata01-2017
Skills
Business & systems analysis
Requirements analysis & documentation
Business process analysis
Root cause analysis
Data analysis & reporting
Process mapping
Change management support
Knowledge management
Quality assurance
Audit readiness
Process governance
Accomplishments
- Maintained 90+% CSAT and 74+ NPS across nine years of enterprise customer support.
- Supported the successful scaling of a customer support operation from 6 to 56 associates through onboarding, SOP development, coaching, and quality initiatives.
- Designed process improvements that reduced customer issue turnaround time while increasing SLA adherence.
- Recognized as Contextual Master for deep business knowledge, decision-making, and customer issue resolution.
Certification
Data Visualization with Power BI
LEADERSHIP EXPERIENCE
- Mentored and coached new associates during onboarding.
- Created SOPs, knowledge articles, and process documentation.
- Conducted refresher sessions and knowledge-sharing initiatives.
- Assisted management in quality improvement and operational readiness.
- Supported performance improvement through guidance and best-practice sharing.
Timeline
Senior Customer Service Associate
Tata Consultancy Services
11.2019 - Current
Accounts Manager
Tata Consultancy Services
06.2017 - 11.2019
Bachelor of Science - Physics
Calcutta University