Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Timeline
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Ujjal Dey

Summary

Experienced customer care professional with over 3 years in B2C and B2B inbound and outbound voice, chat, and email support. Skilled in sales, tech support, payment investigation, and incident tracking. Proficient in English communication.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Consumer Associate

Lumen Technologies
Noida
10.2023 - 01.2025
  • Supported US-based B2C and B2B key customers through inbound and outbound calls, addressing queries, concerns, and issues promptly. This includes providing information about products and services, troubleshooting problems, and resolving complaints.
  • Ensured that all interactions met the company's quality standards. This involved adhering to scripts, maintaining a professional tone, and following company protocols.
  • Identified and resolved customer issues efficiently. This also involved escalating complex problems to higher-level support or other departments using Salesforce and various other tools.
  • Met or exceeded performance targets with overall 90%+ achievement in key metrics such as AHT, CSAT/NPS, QA, FCR and OQS.
  • Adhered to all regulatory and company policies, including data protection and privacy laws, to ensure customer information is handled securely.
  • Participated in team meetings to ensure seamless customer experience by sharing best practices, new solutions and ideas.
  • Met and exceeded the revenue goal of $15,000 monthly by focusing on offering appropriate solutions and promoting products and services effectively.

Customer Care Representative

iEnergizer - Sprint & T-Mobile
Noida
02.2022 - 10.2023
  • Provided customer support via calls and chat for billing, payment, and product inquiries.
  • Achieved sales targets by selling Apple and Android devices, accessories, and Wireless Home internet services.
  • Utilized CRM systems to track customer interactions, identify trends, and enhance service standards while ensuring FCA compliance.
  • Offered product knowledge and basic technical support, assisted customers with device troubleshooting.
  • Addressed direct debit concerns and resolved complaints promptly to uphold exceptional customer satisfaction.

Education

BA - History

Shillong College
05.2018

Arts -

Kendriya Vidyalaya Happy Valley Shillong
05.2015

Skills

  • Microsoft Office
  • crm systems
  • Time management
  • Adaptability
  • Multitasking
  • Technical proficiency
  • Interpersonal skills
  • Typing 55 WPM

Certification

  • Diploma in Computer Hardware, ASUS service center, 08/15
  • Customer Service: Strengthening Your Service Skills, Skillsoft, 12/24
  • Customer Service: Adapting to Your Customers' Cues, Skillsoft, 01/25
  • Zendesk for Customer Service Agents-Complete Training Course, Udemy, 09/25

Accomplishments

  • Received rewards and recognition for high NPS score, improving customer satisfaction.
  • Ranked 2nd in team monthly score for December.

Hobbies and Interests

  • Reading and writing articles
  • Adventure Hiking
  • Volunteer work
  • Psychology

Languages

  • English, C1 (Advanced Level)
  • Hindi, Native speaker

Timeline

Consumer Associate

Lumen Technologies
10.2023 - 01.2025

Customer Care Representative

iEnergizer - Sprint & T-Mobile
02.2022 - 10.2023

BA - History

Shillong College

Arts -

Kendriya Vidyalaya Happy Valley Shillong

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Ujjal Dey