Goutam Kumar

I’m a performance-driven Business Administration graduate with hands-on experience across customer support, accounting operations, and business process management. I’m known for handling high-volume interactions while keeping service quality, accuracy, and compliance at the center of my work.

In accounting operations, I managed day-to-day financial accounting for institutional transactions, including bookkeeping, ledger management, financial reporting, and journal entries. I regularly handled Bank Reconciliation Statements (BRS), Trial Balance verification, and supported month-end and year-end accounting closures.

In customer care (US process), I delivered support for order issues, refunds, account concerns, and service-related inquiries in a fast-paced international environment. I achieved 84% First Call Resolution (FCR) performance and maintained 99%+ Quality Assurance scores consistently, while balancing Average Handling Time (AHT) and customer satisfaction.

I bring strong communication, problem-solving, and leadership mindset to every case—especially when resolving escalated, frustrated, or urgent customer concerns. I also focus on process optimization and cross-functional operational support, using Microsoft Excel and CRM/ticket workflows to improve efficiency and reduce errors.