Open to opportunities

SOHAM BOSE

@sohambose1

Message

I resolve enterprise SaaS escalations and improve SLA, CSAT, and support workflows.

India

Message

What I'm looking for

I'm looking for a customer or product support role where I can own complex escalations, improve support workflows, and deliver reliable SLA-driven outcomes across technical, high-volume customer environments.

At VMware Software India, now acquired by Broadcom, I manage P1/P2 enterprise support escalations across APJ, EMEA, and NAMER. I redesigned routing and quality-control protocols to reduce average time to resolve by 20% and rebuilt escalation workflows that improved CSAT by 25%.

I've also supported high-volume customer operations at Amazon, where I handled Indian and North American queues and coached teammates on escalation policy. Earlier, I ran retail operations for a family grocery business and led hospitality teams at Cable Beach Club Resort & Spa, bringing practical experience in operations, service delivery, and team leadership.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative II

Current

VMware Software India Pvt. Ltd.

Jan 2022 - Present (4 years 7 months)

Sustains 80% SLA adherence across a 24/7 multi-region queue, resolving semi-technical enterprise cases via phone, chat, and email. Reduced ATTR by 20% and improved CSAT by 25% through queue and workflow redesign, while owning P1/P2 escalations and mentoring new reps.