Open to opportunities

SOMERITA PAN

@someritapan

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Customer support specialist delivering accurate, empathetic solutions and data management.

India

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What I'm looking for

I seek a remote role where I can apply customer support, data management, and CRM skills, mentor colleagues, and contribute to process improvements in a collaborative, growth-oriented environment.

I am a reliable, detail-oriented customer support professional with 3+ years of experience delivering high-volume chat support for global platforms, consistently achieving strong CSAT and FCR metrics while maintaining strict data accuracy and compliance with KYC/AML standards.

I excel at troubleshooting technical and transactional issues, mentoring new joiners, and collaborating with cross-functional teams to reduce resolution times and boost user retention. I bring strong communication, multitasking, and digital skills including CRM, MS-Excel, SEO fundamentals, and quality assurance.

Experience

Work history, roles, and key accomplishments

Customer Support Executive

WinBazi

Jan 2025 - Jun 2025 (5 months)

Delivered chat support for a high-traffic gaming platform, resolving account, deposit/withdrawal, and technical issues while ensuring KYC/AML compliance and improving user satisfaction and retention.

Chat Support KYC Customer Service Multitasking CRM Compliance

Customer Support Executive

PIN-UP Global

Dec 2023 - Dec 2024 (1 year)

Handled live chat queries to provide timely technical and account support, maintained SLA adherence and quality metrics, and managed multiple simultaneous chats to ensure high customer satisfaction.

Live Chat SLA Management Troubleshooting Multitasking CRM Quality Assurance Customer Satisfaction Time Management

Chat Support Executive

Tech Mahindra

May 2021 - Nov 2021 (6 months)

Provided real-time chat support handling 80–100 chats daily, achieved 95%+ FCR and 92%+ CSAT, and reduced average resolution time by 20% through cross-functional collaboration.

Chat Support CRM Customer Satisfaction Troubleshooting Multitasking Cross Functional Collaboration

Chat Support Executive

IndiaMART

Mar 2020 - Sep 2021 (1 year 6 months)

Handled 80–100 buyer queries daily via chat, maintained 95% satisfaction, improved conversion rates by 20% through proactive engagement, and ensured accurate lead and data entry.

Chat Support Lead Management Data Entry CRM Customer Engagement Multitasking