SUSOVAN RANJIT
East Medinipur
Summary
Customer support professional handling complex complaints, product questions, and case documentation with strong communication and active listening. Uses CRM management, escalation management, and product knowledge to close issues accurately and keep customers informed. Well aligned with Senior Customer Support Specialist work that demands careful follow-through and consistent service recovery.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Senior Customer care Representative
DIGITIDE SOLUTION LIMITED
06.2022 - 08.2026
- Resolved complex customer issues using effective problem-solving techniques, enhancing customer satisfaction and retention.
- Resolved complex customer issues with effective problem-solving techniques.
- Facilitated escalations to appropriate departments, ensuring timely resolutions and improved customer experience.
- Facilitated escalations to appropriate departments for timely resolutions.
- Documented customer interactions in the CRM system for record-keeping.
- Mentored junior representatives, promoting collaboration and knowledge sharing to elevate overall team performance.
Customer care Representative
CONNEQT BUSINESS SOLUTION LIMITED
02.2020 - 06.2022
- Resolved customer complaints through effective communication and problem-solving, improving customer satisfaction.
- Provided information and resolutions based on customer feedback, enhancing overall service quality.
- Assessed call quality to enhance customer satisfaction and identify areas for improvement.
- Developed comprehensive knowledge of product and client information, facilitating effective customer interactions throughout lifecycle.
- Monitored average handling time to optimize customer interactions and meet company performance standards.
- Maintained detailed records of customer interactions to support effective follow-up and service continuity.
- Followed scheduled shift times and planned time off to maintain attendance.
- Logged into the system promptly at the start of each shift to ensure readiness.
Education
BACHELOR OF ARTS -
Netaji Subhas Open University
Kolkata01-2024
P.U.C - undefined
Digha Vidyabhawan
Digha, East Medinipur01-2018
S.S.L.S - undefined
Digha Vidyabhawan
Digha, East Medinipur01-2016
Skills
- CRM management
- Call monitoring
- Escalation management
- Quality assurance
- Issue resolution
- Knowledge base management
- Customer service metrics
- Coaching & feedback
- Team training
- Workforce scheduling
- Process improvement
- Performance management
Interests
Reading Books, Participated in Games
Personal Information
- Date of Birth: 03/03/00
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Hindu
Timeline
Senior Customer care Representative
DIGITIDE SOLUTION LIMITED
06.2022 - 08.2026
Customer care Representative
CONNEQT BUSINESS SOLUTION LIMITED
02.2020 - 06.2022
S.S.L.S - undefined
Digha Vidyabhawan
P.U.C - undefined
Digha Vidyabhawan
BACHELOR OF ARTS -
Netaji Subhas Open University