SOUVIK SEN
Law Student
Kolkata,West Bengal
Work Preference
Summary
Dynamic professional combining extensive experience in retail customer support, tutoring, and community outreach. Excels in multitasking and delivering measurable improvements, such as boosting customer satisfaction and student performance by over 50%. Known for proactive problem resolution and strong stakeholder collaboration to achieve business goals. With a strong ability to prioritize tasks and manage cross-functional projects, I excel in fast-paced settings where agility and quick thinking are essential. My proactive approach and collaborative nature allow me to build strong relationships with teams at all levels, ensuring seamless execution and alignment toward organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Support Associate - Retail Customer Service
PhonePe
07.2020 - 07.2023
- Served as first point of contact for ₹500 customers daily via live chat, phone, and email; resolved queries about product issues, billing, returns and retail services
- Achieved a customer satisfaction score of 93% by actively listening, identifying root causes and providing timely solutions
- Collaborated with product teams and cross-functional stakeholders to escalate and resolve recurring issues, reducing repeat cases by 50%
- Maintained accurate logs of customer interactions and flagged operational trends to support continuous improvement
- Demonstrated a flexible schedule including night and weekend shifts to meet 24/7 coverage needs
- Leading digital payment platform in India
Customer Service Executive
Kotak Mahindra Bank
10.2023 - 10.2024
- Handled inbound/outbound calls in a retail/telecom setting; explained complex service offerings in simplified terms to customers
- Assisted with account setup, troubleshooting, billing queries and service upgrades; consistently met monthly KPIs for resolution time
- Trained new joiners on standard operating processes and best-practice communication techniques
- Received 'Employee of the Month' recognition for achieving the highest customer feedback rating in September 2024
- Leading private sector bank in India
Private Tutor
Sen's Tutorial
Kolkata, West Bengal
08.2019 - 02.2025
- Delivered one-on-one academic support to students across diverse subjects
- Developed customized learning modules to improve comprehension and performance
- Integrated digital tools and platforms for online mentoring and academic tracking
- Improved average student performance by 50% through personalized strategies
- Managed parent feedback, scheduling, and performance reports with professionalism
- Private tutoring service focusing on academic support
Youth Member
Rahara Janaseva Samity
Rahara, West Bengal
01.2020 - Current
- Organized outreach and welfare drives, supporting education and healthcare initiatives
- Assisted in documentation, communication, and logistics for local empowerment projects
- Gained experience in people handling, community communication, and volunteer coordination
- Non-governmental organization focusing on community support
Freelance Graphic Designer
03.2019 - 12.2023
- Designed marketing materials and digital creatives using Canva, Adobe Suite, and In-Shot
- Handled client queries and design briefs via chat and email, ensuring clear and professional communication
- Managed multiple projects simultaneously while maintaining client satisfaction
Internships
01.2019 - 12.2023
- Campus and outreach internships across various organizations
- Business Development (Sales) - IIT Delhi BeCon & IIT Bombay Techfest Ambassador
- Human Resources - Crazy for Success Foundation
- Safety & Empowerment Volunteer - Safecity (Red Dot Foundation) & Ladli Foundation
- Fundraising & Event Coordination - Womenite & Youth Empowerment Foundation
- Volunteer - NayePankh Foundation
- Developed communication, problem-solving, and CRM documentation skills through multiple short-term campaigns
Education
Master of Arts - Sociology
West Bengal State University
05.2024
Bachelor of Arts (Hons) - Sociology
Maulana Azad College
06.2022
Higher Secondary - undefined
St. Augustine's Day School
05.2019
Secondary - undefined
St. Mary's High School
05.2017
Primary - undefined
Dow Hill School
07.2008
Skills
- Versatile CRM Designing
- Adobe CC
- Azure Active Directory
- Microsoft Office 365
- Chess
- SEO Marketing
- Customer Tackling
- Human Resource
- Teaching
- Observation
- In-Shot
- Figma
Certification
- Spanish Speaking Course, Received a Junior Certificate in Spanish Language from the Institute of Spanish Studies during college, earning an A grade.
- Certified Digital Marketing, Completed a Certified Digital Marketing Course online through Cursa, achieving excellent performance.
- Field-Based Mini Research, Completed field-based mini research & dissertation in Medical and Human Sociology on: Diabetes in North Kolkata, Single Parenthood in Urban Communities.
Accomplishments
Achieved a customer satisfaction score of 93% at PhonePe and received 'Employee of the Month' at Kotak Mahindra Bank for high customer feedback rating., Led youth engagement workshops and actively contributed to community welfare initiatives., Improved average student performance by more than 50% as a private tutor.
Personal Information
- Blood Group: O+ve
- Title: Generalist
- Date of Birth: 02 Nov 2001
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Hinduism
Hobbies and Interests
- Chess
- Music
- Reading
- Crime-thriller audiobooks
- Social outreach
- Film analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Quote
Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford
Timeline
Customer Service Executive
Kotak Mahindra Bank
10.2023 - 10.2024
Support Associate - Retail Customer Service
PhonePe
07.2020 - 07.2023
Youth Member
Rahara Janaseva Samity
01.2020 - Current
Private Tutor
Sen's Tutorial
08.2019 - 02.2025
Freelance Graphic Designer
03.2019 - 12.2023
Internships
01.2019 - 12.2023
Master of Arts - Sociology
West Bengal State University
Bachelor of Arts (Hons) - Sociology
Maulana Azad College
Higher Secondary - undefined
St. Augustine's Day School
Secondary - undefined
St. Mary's High School
Primary - undefined
Dow Hill School