Open to opportunities

Lalin Laskar

@lalinlaskar

I’m a senior live chat support agent specializing in iGaming disputes, tech escalation, and customer satisfaction improvements.

India

Message

What I'm looking for

I’m looking for a customer support role in iGaming/tech operations where I can own escalations, resolve disputes with strong compliance, and keep improving CSAT/FCR through mentoring, faster response times, and continuous optimization.

I’m a Senior Live Chat Agent focused on iGaming and tech operations, handling complex live chat and email support while owning high-stakes dispute resolution. I’ve served as the primary point of contact for critical technical issues and consistently maintained a 95% First-Contact Resolution (FCR) rate on high-priority tickets.

I drive performance leadership through expert troubleshooting, team mentoring, and compliance-focused decisions. I spearheaded support initiatives that resulted in a 25% increase in Customer Satisfaction (CSAT) scores, and I optimized engagement using CSAT & NPS metrics; previously, I achieved 95%+ CSAT, improved First-Response Time (FRT) by 15%, exceeded upsell targets by 30%, and reduced Average Call Handling Time (AHT) by 20%.

Experience

Work history, roles, and key accomplishments

Current

Senior Live Chat Agent

Current

Rarefox Private Limited

Jan 2024 - Present (2 years 7 months)

Spearheaded live chat and email support for iGaming, delivering expert dispute resolution and maintaining high customer satisfaction. Served as the primary point of contact for critical issues, achieving 95% first-contact resolution (FCR) on high-priority tickets.

Live Chat Email Support Dispute Resolution VIP Client Management Fraud Detection Escalation Management Jira Payment Gateways Subject Matter Expertise First Contact Resolutions Customer Satisfaction NPS Customer Engagement

Customer Support Executive

Stellaris BPO Solutions

Jul 2022 - Dec 2023 (1 year 5 months)

Managed high-volume ticket queues across a client portfolio while sustaining 95%+ CSAT. Improved first-response time (FRT) by 15% by overhauling the knowledge base and escalated critical technical bugs using Zendesk CRM.

Customer Support Zendesk Knowledge Base Management

Customer Care Executive

Spanco BPO

Mar 2020 - Jun 2022 (2 years 3 months)

Exceeded upsell targets by identifying customer needs and offering relevant products. Reduced average call handling time (AHT) through multitasking and product knowledge while meeting Quality Assurance standards.

Upselling Product Knowledge Multitasking Inbound Call Management Quality Assurance