SWEATA MAJUMDER
Customer Service Executive
Kolkata
Summary
Dedicated and customer-focused professional with over 6 years of experience in the BPO industry, specializing in delivering high-quality support and resolving client concerns efficiently. Known for strong communication skills, empathy, and a consistent ability to meet performance targets. Experienced in working under pressure, handling high call volumes, and adapting quickly to process changes. Eager to contribute to a dynamic team and grow further within customer service or support operations.
Overview
8
8
years of professional experience
Work History
Senior Customer Support Representative
BT E-Serv (India) PVT. LTD
02.2021 - Current
- Deal with BT projects and multiple orders of landline, broadband, TV, and email services.
- Detect the fault code of the line, and guide the engineer to detect the fault location in BT’s network to fix the end-to-end user services.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative
Tech Mahindra
02.2019 - 12.2020
- Guide customers through step-by-step solutions, ensuring clarity and understanding of technical processes and procedures.
- Escalate complex technical issues to the appropriate internal teams, or higher-level support specialists, for further investigation and resolution.
- Adhere to established performance metrics and service level agreements (SLAs), including response time, resolution rate, and customer satisfaction scores.
Customer Service Executive
Aegis Global
02.2018 - 12.2018
- Deal with live chats in the domestic process regarding complaints and queries.
- Resolved customer issues related to billing, service interruptions, account management, and product usage, ensuring high customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Zoology (Honors)
Kalyani University
01.2019
ISC - Major of Science
St. Mary’s English School
01.2015
Major of Arts and Science
St. Mary’s English School
01.2013
Skills
Technical Knowledge in Customer Service
Skilled in managing multiple chat conversations simultaneously
Efficient problem-solving and critical thinking
Consistently met/exceeded KPIs and SLAs
Root cause identification and proactive issue resolution
Timeline
Senior Customer Support Representative
BT E-Serv (India) PVT. LTD
02.2021 - Current
Customer Service Representative
Tech Mahindra
02.2019 - 12.2020
Customer Service Executive
Aegis Global
02.2018 - 12.2018
ISC - Major of Science
St. Mary’s English School
Major of Arts and Science
St. Mary’s English School
Bachelor of Science - Zoology (Honors)
Kalyani University