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
Indore05.2024
Bachelor of Commerce - Marketing
Softvision College
Indore01.2021
Higher Secondary Education - Commerce
Vidya Vijay Bal Mandir
Indore03.2017
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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