Nilabja Bhattacharya

Handles around 40 customer queries and complaints a day through chat and email, resolving issues accurately within operational policy. Maintained CSAT above 97% for the last three months while meeting quality and compliance requirements.

Handled 50+ seller cases a day across international marketplaces through email and chat, covering listings, brand registry, account setup, and payments. Maintained First Contact Resolution above 94% while acting as an escalation point for international sellers.

Audited insurance policy renewals, endorsements, cancellations, quotes, and regulatory filings across five agency accounts in Salesforce. Checked client and policy documentation against regulatory and internal standards, identified discrepancies, and guided processors on corrective action.

Processed 30+ mortgage case files regularly through DAF, maintaining around 92% accuracy across high-volume documentation workflows. Performed document indexing and quality checks to maintain accurate and compliant case information.

Pursued a Bachelor of Arts in English Literature from 2012 to 2015.

Completed Higher Secondary education in Commerce from 2010 to 2012.