Subhankar Paul
Customer Support Manager
Mumbai,MH
Summary
Driven Customer support Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Customer Support Manager
Global Ace Technology
01.2025 - Current
- Monitored employee performance to identify areas for improvement and additional training needs.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Created customer support strategies to increase customer retention.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Customer Support Manager
Invicta
10.2023 - 11.2024
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Created customer support strategies to increase customer retention.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Managed department call volume of 150 calls per day, and coordinated department schedules to maximize coverage during peak hours.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures .
- Collaborated with UI/UX teams to design intuitive, user-friendly interfaces that improved customer engagement and reduced churn.
- Provided consulting on backend workflows , ensuring system scalability, faster response times, and seamless customer journeys.
- Conducted competitor benchmarking and market analysis, identifying gaps in user experience, and recommending innovative features to stay ahead in the industry.
- Designed and optimized bonus structures aligned with user behavior and competitor strategies, boosting retention and monetization.
- Partnered with cross-functional teams (design, development, operations, and support) to deliver end-to-end product improvements .
- Ensured data-driven decision-making by analyzing user feedback, product performance metrics, and industry trends.
Team Leader
The Technology Maker
09.2022 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Customer Care Executive
The Technology Maker
03.2021 - 06.2022
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
B.COM - Commerce
Thakur College of Science & Commerce
Mumbai 04.2001 -
High School Diploma -
Symbiosis
Pune 04.2001 -
Skills
Customer relations
Team building
Account management
Teamwork and collaboration
Design thinking
Project management
End to end feature delivery
Data-driven decision making
User and UX research
Business development
Sales enhancement
Call center management
Trekking, Creating travel content, theatre
Trekking: Passionate about exploring challenging trails and connecting with nature.
YouTube Content Creator: Built an audience of 27,000+ subscribers , showcasing popular travel destinations with engaging storytelling, visuals, and local insights to inspire viewers.
Theatre: Enthusiastic performer with experience in stage acting, enhancing creativity, confidence, and teamwork.
Timeline
Customer Support Manager
Global Ace Technology
01.2025 - Current
Customer Support Manager
Invicta
10.2023 - 11.2024
Team Leader
The Technology Maker
09.2022 - 09.2023
Customer Care Executive
The Technology Maker
03.2021 - 06.2022
B.COM - Commerce
Thakur College of Science & Commerce
04.2001 -
High School Diploma -
Symbiosis
04.2001 -