Durgaprasad Nath

I’m a live chat support agent who thrives in fast-paced, international environments—resolving issues in real time while managing high volume without losing empathy. I work best when the problem is messy and needs both logic and care to untangle.

In my current role as a Customer Service Representative at TTEC (Ahmedabad), I handle 40+ live chat contacts daily for an international e-commerce client. I reduced my AHT from 18 to 15 minutes while maintaining a 92% CSAT, and I actively partner with management on process improvements.

I’m especially proud of my results on quality and consistency: I’ve been recognized for performance within my first few months, awarded Best Chat Agent of the Month, and delivered zero QA failure across my service tenure. I also consistently handled 2X the chat volume compared to peers, with customer commendations that were escalated to the client for post-chat follow up.

My philosophy is simple: good customer service demands two things that shouldn’t go together—a thick skin and genuine empathy. I absorb frustration without breaking, and I make sure the person on the other side feels heard.