Sanjukta Sengupta
@sanjuktasengupta
I improve customer support operations through trend analysis, root-cause analysis, and resolution efficiency.
IndiaWhat I'm looking for
At StackAdroit, I handle customer queries, escalations, and refund-related concerns while turning support trends into actionable improvements for customer experience and operational efficiency.
I analyze resolution times, escalation rates, refund trends, complaints, repeat contacts, and resolution challenges to identify service gaps. Through root-cause analysis, I recommend process improvements that strengthen retention, first-contact resolution, and customer satisfaction.
Previously at StackAdroit, I supported customers through chat and calls using Zoho SalesIQ and Zoho CRM, managing complaints, refund requests, feedback, and pending-case follow-ups.
My background also includes email and chat support, vendor management, backend operations, web sales, and process operations support at Gozo Cabs and Concentrix. I was awarded Half Yearly Best Performer in 2017 at Concentrix for maintaining best performance.
Experience
Work history, roles, and key accomplishments
. Handle customer queries, escalations, and refund-related concerns, ensuring timely investigation, communication, follow-up, and resolution.
. Analyzes operational metrics—including resolution times, escalation rates, and refund trends—to eliminate service gaps and improve retention.
. Identify recurring customer issues by analyzing escalation patterns, complaints, repeat contacts, and resolution
Handled customer queries through chat and calls, resolving sales and service-related concerns, including complaints and refund requests. Collected and shared customer feedback with relevant teams, while conducting follow-ups on pending cases to ensure timely resolution and accurate updates using Zoho SalesIQ and Zoho CRM.
Took care of Email & Chat Support, vendor management on Pan-India basis, managed Back-End
operations.
Worked as a Senior Representative, Web Sales under one of the leading clients ( Maruti Suzuki ),
process operations support and customer experience, Awarded Half Yearly Best Performer in 2017 for
maintaining best performance.
Education
Degrees, certifications, and relevant coursework
West Bengal State University, Kolkata
Bachelor of Commerce - BCom, Business/Commerce, General
2013 - 2016
West Bengal State University
Bachelor of Commerce, Business/Commerce, General
2013 - 2016
Pursued a Bachelor of Commerce degree with a focus on Business and Commerce.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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