Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Timeline
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Sujan Paul

Indore

Summary

Customer Support Specialist with 4+ years of experience in customer service, escalation handling, and client feedback management. Currently serving as a Subject Matter Expert (SME) at TaskUs, mentoring new hires, resolving escalations, and improving service delivery for a leading U.S.-based food delivery platform. Experienced in guest feedback analysis, digital marketing, and cross-functional collaboration to enhance customer satisfaction. Adept at combining problem-solving, interpersonal communication, and marketing knowledge to deliver consistent results.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Subject Matter Expert - Customer Support

TaskUs India Pvt. Ltd.
Indore
05.2023 - Current
  • Assisted and resolved Tier 1 teammates' questions and queries through Slack channel tickets, ensuring seamless workflow and knowledge transfer across the support team.
  • Handled live escalations by taking supervisor and manager-level calls, providing timely and empathetic resolutions to complex customer concerns.
  • Mentored and supported multiple newly hired teammates during training and bootcamps, helping them transition smoothly into production and adapt to client expectations.
  • Directly managed customer interactions across multiple channels (chat, phone, and email), delivering high-quality assistance while maintaining strong CSAT and FCR rates.
  • Worked as a Fraud Analyst, identifying suspicious behavior by analyzing transaction attributes and usage patterns on customer accounts. Applied risk-assessment strategies and decision-making frameworks to determine whether accounts should remain active or be deactivated.
  • Partnered with internal stakeholders to streamline fraud detection processes, reducing repeat fraudulent activities and safeguarding customer trust.
  • Acted as a subject-matter resource by documenting best practices, sharing insights, and assisting leadership teams with continuous process improvement.

Digital Marketing Intern (Part-time)

Digital BanJao
Indore
02.2024 - 05.2024
  • Planned and executed digital marketing campaigns across social media platforms.
  • Assisted in SEO, email marketing, and content development to improve brand reach.
  • Learned hands-on campaign management and performance tracking.

Guest Feedback & Escalation Desk Executive

Skyline Telesolutions Pvt. Ltd.
Indore
07.2021 - 01.2023
  • Conducted guest feedback calls for a leading BBQ chain in India and UAE.
  • Collaborated with restaurant managers to resolve escalations and offer promotions.
  • Ensured customer loyalty by providing timely resolutions and improving dining experiences.

Education

Diploma - Digital Marketing

Skills Elephant
Indore
05.2024

Bachelor of Commerce - Marketing

Softvision College
Indore
01.2021

Higher Secondary Education - Commerce

Vidya Vijay Bal Mandir
Indore
03.2017

Skills

  • Customer support and escalation management
  • Active listening and empathy
  • Interpersonal communication and patience
  • Training and mentoring
  • Digital marketing strategy and social media management
  • Email marketing and content development
  • SEO optimization and market research

Certification

  • Digital Marketing Internship Certificate, Digital Banjao, 05/01/24
  • Global Fraud Fighter, TaskUs, 07/01/25

Hobbies and Interests

  • Music
  • Traveling
  • Reading Human Psychology Books
  • Watching Suspense Movies

Languages

Bengali
First Language
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1

Timeline

Digital Marketing Intern (Part-time)

Digital BanJao
02.2024 - 05.2024

Subject Matter Expert - Customer Support

TaskUs India Pvt. Ltd.
05.2023 - Current

Guest Feedback & Escalation Desk Executive

Skyline Telesolutions Pvt. Ltd.
07.2021 - 01.2023

Diploma - Digital Marketing

Skills Elephant

Bachelor of Commerce - Marketing

Softvision College

Higher Secondary Education - Commerce

Vidya Vijay Bal Mandir

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Sujan Paul