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Santanu Mitra

@santanumitra

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Team Leader at FusionCX Ltd. leading 25 associates on the Pano AI account.

India

Message

At FusionCX Ltd., I lead, mentor, and monitor a team of 25 associates on the Pano AI (US) account. I track AHT, schedule adherence, and shrinkage, and analyze performance reports for client stakeholders.

At Amazon India, I provided high-priority email support for US customers and handled complex delivery, service, payment, and fraud cases. I also supported team handling, floor support, and agent coaching.

Earlier, I delivered L3 remote technical support at Wipro for BestBuy (USA) customers and worked in accounts operations at B.C. Sen & Co. Ltd. My other experience includes team leadership in data entry operations and customer care.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Pano AI (US Process)

Current

FusionCX Ltd.

Jun 2026 - Present (5 months)

Lead and mentor a team of 25 associates on the Pano AI (US) account, overseeing key metrics including AHT, schedule adherence, and shrinkage reduction. Generate and analyze performance reports to deliver actionable insights to client stakeholders.

Team Management SLA Management performance reporting Analytics AHT Shrinkage Reduction

Customer Delivery Support (SDS) Associate / SME

Amazon India

May 2022 - Jun 2026 (4 years 1 month)

Provided high-priority email support to US customers, resolving critical delivery and service issues. Acted as SME and Payment & Fraud Investigator, performing root-cause analysis on complex cases and handling escalated customers.

Email Support Escalation Handling Fraud Investigation Root Cause Analysis Customer Experience Team handling Coaching

Technical Support Associate (L3)

Wipro

Apr 2019 - Jan 2020 (9 months)

Delivered L3 remote technical support for BestBuy (USA) customers, diagnosing and resolving system and software issues. Handled OS-level troubleshooting, software installation, and system optimization.

Remote Technical Support Windows Troubleshooting Software Installation System Optimization

Accounts Assistant

B.C. Sen & Co. Ltd.

May 2016 - Jul 2018 (2 years 2 months)

Processed vendor bills and payments, calculated labor payouts, and managed party ledger confirmations. Maintained and distributed TDS certificates while executing financial tasks directed by senior management.

Accounts Payable Ledger Management TDS Financial Reporting

Team Leader – Data Entry Operations

IKF Technologies Ltd.

Aug 2011 - Feb 2012 (6 months)

Supervised floor discipline, managed data processing workflows, and maintained daily operational targets.

Team Leadership Data Processing Operations Management

Team Lead

Rajsoft Solutions Pvt. Ltd.

Oct 2010 - Jun 2011 (8 months)

Delegated Customer Application Form (CAF) data processing, monitored agent productivity, and submitted daily operational reports to the Project Manager.

Data Processing Team Management Reporting