Atreyee Shome

I’m a curious, analytical, and driven Customer Service Associate who thrives in high-pressure environments and grows through challenges. I bring a problem-solving mindset rooted in fairness and critical thinking.

In my current role, I deliver timely technical support for cloud security platform issues, handling provisioning, categorization, and troubleshooting tickets through Jira and Salesforce. I act as the point of contact for customer escalations, ensuring clear communication between engineering teams and external clients.

I consistently manage a high volume of support cases with a strong focus on SLA adherence, customer satisfaction, and accurate issue documentation. I’ve contributed to process and knowledge improvements, helping teams resolve issues faster through better documentation and collaboration.

My impact includes resolving 200+ support tickets monthly, achieving 95% SLA adherence, and improving issue-resolution time by 30%. I also trained 20 team members and facilitated communication to reduce escalation time by 40% across teams, while increasing customer satisfaction scores by 15% through proactive communication.