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
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