Suvrangshu Kumar Basak
Noida, UP
Summary
Experienced customer service professional with a proven track record in handling diverse roles across multiple lines of business. Skilled in providing exceptional support, training new hires, and managing teams effectively to achieve organizational goals. Adept at problem-solving and maintaining high standards of customer satisfaction in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Executive
Amazon Development Center India
Noida
06.2020 - Current
- Led cross-functional support across multiple Lines of Business (LOBs), including Amazon NA, CA, IN, and AU Retail Phones and MessageUs sectors, enhancing customer service consistency and quality.
- Served as Subject Matter Expert (SME) for 6 months, providing on-the-floor guidance and support to new hires, accelerating their ramp-up time and
improving team efficiency. - Delivered training to multiple batches as part of the Trainer On Demand (TOD) program for 8 months, focusing on Amazon NA Phones and MessageUs, boosting overall team knowledge and performance.
- Managed the Associate Enhancement Program as Customer Success Manager, driving initiatives to improve associate engagement and customer satisfaction.
- Acted as Interim Resolution Specialist, resolving complex customer escalation calls to promptly address and mitigate service issues.
- Collaborated with data analytics teams to design Sales Dashboard Report using MySQL and AI tools, enabling real-time insights that supported strategic customer service and sales initiatives.
Senior Customer Service Executive
IGT Solutions
Gurugram
05.2019 - 05.2020
- Baggage Handler and Ticket Modification associate at United Airlines.
Senior Customer Service Associate
Aegis Bpo Services Limited., (An Essar Enterprise)
Gurugram
12.2017 - 01.2019
- Managed social media escalations for Airtel Premium across Twitter and Instagram.
Customer Service Representative
Concentrix Limited Company
Kolkata
01.2015 - 09.2016
- Worked in technical support for DU Telecom home services.
- Worked for Jio ramp-up process.
Education
Data Science
UpGrad.com
06-2025
Bachelor of Arts - BA (Hons)
Aligarh Muslim University (AMU)
Aligarh, UP2024
Class XII - CBSE
Vikas Vidyaniketan
Visakhapatnam, AP2012
Class X - ICSE
St Joseph's Convent High School
Chittaranjan, WB2009
Skills
- Python
- MySQL with AI
- MySQL Workbench
- XAMPP
- Power BI
- MS Access
- MS PowerPoint
- Advanced Excel
- People Management
- Team Management
PROJECTS
Credit Risk Analysis - Develop a basic understanding of risk analytics in banking and financial services and understand how data is used to minimise the risk of losing money while lending to customers.
https://github.com/SuvBasak1993/Credit-Risk-Analysis
Timeline
Senior Customer Service Executive
Amazon Development Center India
06.2020 - Current
Senior Customer Service Executive
IGT Solutions
05.2019 - 05.2020
Senior Customer Service Associate
Aegis Bpo Services Limited., (An Essar Enterprise)
12.2017 - 01.2019
Customer Service Representative
Concentrix Limited Company
01.2015 - 09.2016
Data Science
UpGrad.com
Bachelor of Arts - BA (Hons)
Aligarh Muslim University (AMU)
Class XII - CBSE
Vikas Vidyaniketan
Class X - ICSE
St Joseph's Convent High School
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