Summary
Overview
Work History
Education
Skills
Personal Information
Additional Information
Timeline
Generic

SUREKHA PAL

Kolkata

Summary

Above 3 years of experience working as a frontline teammate that earn a high degree of loyalty with staff, customers and vendors. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer support and working in 24/7 uptime environment.

Overview

16
16
years of professional experience

Work History

Customer Support Executive

StarTek
11.2023 - Current
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Providing excellent user experience via in-app live chat, phone, and email.
  • Provided personalized support to customers by understanding their unique needs and preferences.
  • Serve as main point of contact for customers, addressing their queries, concerns, and requests in professional and timely manner
  • Investigated and resolved customer inquiries and complaints quickly.
  • Take Ownership for query resolution, adhering to SLAs and maintaining quality work throughout.


Delivery Support Executive

SWIGGY
12.2022 - 11.2023
  • Ensuring smooth and efficient delivery operations, coordinating with various stakeholders and providing exceptional Customer service.
  • Plan and schedule deliveries based on customer orders and business priorities
  • Liase with delivery drivers, warehouse staff and other teams to ensure timely and accurate order fulfillment.
  • Serve as main point of contact for customers,addressing their queries ,concerns, and requests in professional and timely manner
  • Provide product information,delivery updates and resolutions to any delivery related issues such as incorrect addresses, delayed shipments and damaged products.
  • Analyze delivery data and generate reports to evaluate performance metrics, identify trends and present recommendations for optimization.
  • Take Ownership for query resolution, adhering to SLAs and maintaining quality work throughout.

Customer Support Executive(E-commerce)

TELEPERFORMANCE
06.2021 - 12.2021
  • Providing exceptional customer service and assistance to customers throughout their buying journey.
  • Respond promptly and professionally to customers inquiries, concerns and complaints via various communication channels, including email, phone and live chat.
  • Process customer orders,including order entry,payment verification, and inventory management.
  • Monitor order status, update customers on any delays or changes, and address order related issues effectively.
  • Developed and updated databases to handle customer data.
  • Collaborate with cross functional teams to improve overall customer experience and drive customer centric initiatives and obtain feedback.

Customer Support Specialist (Banking)

CONCENTRIX
10.2020 - 01.2021
  • Deliver exceptional customer service. With solid understanding of banking processes and regulations, resolve inquiries efficiently and ensure positive customer experience.
  • Broke down and evaluated user problems, personal expertise, and probing questions.
  • Updated account information to maintain customer records.
  • Provide accurate and detailed information about banking products, services, account status, transactions and policies.
  • Identify and resolve customer issues by troubleshooting problems, coordinating with internal teams, and adhere to SLA.

Customer Support Executive

WIPRO LTD
08.2008 - 02.2009
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Empathy and patience to handle challenging customer situations and resolve conflicts with professionalism
  • Organizational skills to manage multiple customer inquiries simultaneously.

Education

B.COM -

Gurudas College
KOLKATA, WESTBENGAL
04.2007

Skills

  • Customer Service and Support
  • Problem-solving abilities
  • Multitasking
  • Analytical Thinking
  • Attention to Detail
  • Telephone Etiquette
  • Online Chat Support
  • Policies and Procedures Adherence

Personal Information

Date of Birth: 24/07/86
Nationality: Indian

Additional Information

  • Languages: English, Hindi, Telugu, Bengali, Tamil
  • Hobbies: Travelling, Cooking & Teaching

Timeline

Customer Support Executive

StarTek
11.2023 - Current

Delivery Support Executive

SWIGGY
12.2022 - 11.2023

Customer Support Executive(E-commerce)

TELEPERFORMANCE
06.2021 - 12.2021

Customer Support Specialist (Banking)

CONCENTRIX
10.2020 - 01.2021

Customer Support Executive

WIPRO LTD
08.2008 - 02.2009

B.COM -

Gurudas College

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