Looking for a job

Priya Biswas

@priyabiswas

Message

Customer support specialist with 4.5+ years improving satisfaction via chat and email.

India

Message

What I'm looking for

I seek a customer-facing role where I can use CRM expertise, train teams, solve technical issues, and improve customer satisfaction.

I am a customer support specialist with over 4.5 years of experience delivering chat and email support across finance and IT services. I focus on resolving customer issues efficiently while improving satisfaction and retention.

At mPokket Financial Service Pvt Ltd, Teleperformance Global Services Pvt Ltd, and Tata Consultancy Services I handled chat and email channels, used CRM tools to track interactions, and identified trends that led to proactive solutions.

I have trained new team members on chat best practices and contributed to process optimization, de-escalation, and technical troubleshooting to improve team performance and response quality.

I hold a B.A. in Journalism and Mass Communication (University of Calcutta) and an M.A. in Film Studies (Jadavpur University), and I bring strong communication, teamwork, and CRM expertise to customer-facing roles.

Experience

Work history, roles, and key accomplishments

Customer Support (Chat)

Tata Consultancy Services

Jun 2023 - Apr 2025 (1 year 10 months)

Provided chat support using CRM systems, collaborated with team members to resolve issues, and contributed to process improvements that enhanced support efficiency.

Chat Support CRM Team Collaboration Process Improvement Customer Engagement Technical Troubleshooting Multitasking

Customer Support (Chat)

Teleperformance Global Services Pvt Ltd

Feb 2022 - Mar 2023 (1 year 1 month)

Delivered chat-based customer support, trained new team members on best practices, and explored efficient tool usage to enhance customer experience and satisfaction rates.

Chat Support CRM Customer Engagement Multitasking

Customer Support Executive

mPokket Financial Service Pvt Ltd

Sep 2021 - Jan 2022 (4 months)

Provided email-based customer support, utilized CRM tools to manage interactions, and identified trends in customer issues to drive proactive solutions and improve satisfaction.

Email Support CRM Customer Engagement Process Optimization Multitasking Technical Troubleshooting

Education

Degrees, certifications, and relevant coursework

Jadavpur University

Master of Arts, Film Studies

2017 -

Activities and societies: Presented thesis and collaborated on a documentary film about Calcutta's heritage.

Completed M.A. in Film Studies with a thesis on the contemporary effect of cinema on the sports category and participated in documentary production about Calcutta heritage.

University of Calcutta

Bachelor of Arts, Journalism and Mass Communication

2015 -

Activities and societies: Presented a dissertation on social media's impact on online shopping behavior.

Completed B.A. in Journalism and Mass Communication with a dissertation on the effect of social media platforms on the cognitive psychology of online shopping culture.