Subha Mitra

• Responded promptly to messages and emails sent by customers seeking assistance.
• Supported back-end team members of Openreach, EE, BT Wholesale and Plusnet to drive growth and development.
• Monitored customer feedback regularly to identify areas for improvement in services offered.
• Tracked customer complaints and followed up to ensure resolution was achieved.
• Processed orders like booking engineers and replacing faulty equipments accurately and efficiently in accordance with company policies.

Job Role:

The job role includes multiple tasks involving support to both individual and institutional accounts across multiple channels, like email and chat.

Some of the key roles include handling escalations, ticket creation and assignment, data monitoring, identifying and raising potential issues and bugs over the network, coordination with internal teams, floor support, creation and validation of daily report, internal audits, etc.

Projects:

Coinbase (Crypto Exchange)

Coinbase is one of the leading crypto exchanges across the globe, where users can buy, sell, send, and store multiple cryptocurrencies supported on their website and application.

At Coinbase, our primary role is to support both individual customers and businesses with transactions, inventory management, account verifications, KYC, promotions, security updates, billing, refunds, etc.

Tools:

Handling queries using multiple tools includes CRM, Salesforce, CAT, Looker, AWS, Tableau, GPT, Knowledge Base, etc.

Job Role:

As a customer service associate, my responsibility was to interact with individual customers, businesses, and delivery service partners via multiple channels like phone, chat, and email.

Customer interaction involved pre- and post-purchase and service queries. Communication with internal teams like accounts, technical, logistics, servicing, etc., to provide fast-paced resolutions. Adding follow-ups, assigning meetings with third parties, conveying disputes, and raising internal tickets with dedicated teams when necessary. Issuance of replacement, refund, bill correction, account verification, and KYC are also important aspects of this position. This role requires cross-skilling to handle both domestic and global accounts.

Tools:

CRM, MS Office, Knowledge Base, Incident Reporting Tool, etc.

Job Role:

As a customer service associate, my responsibility was to interact with individual customers, businesses, and delivery service partners via multiple channels like phone, chat, and email.

Customer interaction involved pre- and post-purchase and service queries. Communication with internal teams like accounts, technical, logistics, servicing, etc., to provide fast-paced resolutions. Adding follow-ups, assigning meetings with third parties, conveying disputes, and raising internal tickets with dedicated teams when necessary. Issuance of replacement, refund, bill correction, account verification, and KYC are also important aspects of this position. This role requires cross-skilling to handle both domestic and global accounts.

Tools:

CRM, MS Office, Knowledge Base, Incident Reporting Tool, etc.