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Somrita's Diaries

@somritasdiaries

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Customer support executive with expertise in client communication and problem-solving.

India

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What I'm looking for

I am looking for a role that fosters professional growth and allows me to leverage my customer support skills in a dynamic environment.

I am Somerita Pan, a dedicated customer support executive with extensive experience in delivering exceptional service across various platforms. My journey in customer support began with a strong foundation in communication and problem-solving, which I have honed through roles at PIN-UP Global and Tech Mahindra. I pride myself on my ability to manage multiple customer interactions simultaneously while maintaining high satisfaction levels and adherence to service level agreements.

Throughout my career, I have developed a keen understanding of customer needs and have successfully assisted clients in troubleshooting technical issues and navigating complex inquiries. My proficiency in CRM tools and technical troubleshooting, combined with my certifications in MS Excel, enables me to analyze data effectively and enhance the customer experience. I am passionate about contributing to a team that values professional growth and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Support Executive (Chat Process)

PIN-UP Global

Handled customer queries efficiently through live chat, ensuring high levels of satisfaction. Provided accurate and timely solutions, maintaining SLA adherence and quality metrics. Managed multiple chats simultaneously while maintaining high accuracy and efficiency.

Live Chat Customer Satisfaction SLA Quality Technical Troubleshooting

Customer Support Executive

Tech Mahindra

Managed inbound and outbound customer interactions with professionalism and empathy. Delivered exceptional service by resolving complaints and ensuring customer satisfaction.

Customer Satisfaction Empathy CRM Tools

Customer Support (Buyer's Enrichment)

India Mart

Assisted buyers in navigating the platform and enhancing their purchasing experience. Collected and analyzed buyer data to offer tailored solutions.

Data Collection Data Analysis Customer Experience

Education

Degrees, certifications, and relevant coursework

Burdwan University

Bachelor of Arts, English Honours

Grade: Second Division

Graduated with English Honours, achieving a Second Division. The curriculum focused on in-depth study of English literature and language.

W.B.B.S.E

Secondary Education, General Studies

Grade: First Division

Completed secondary education with a First Division. This foundational education provided a strong academic base for further studies.

W.B.C.H.S.E

Higher Secondary, General Studies

Grade: First Division

Achieved a First Division in Higher Secondary education. This phase of education focused on advanced subjects, preparing for university-level studies.

Burdwan University

Master of Arts, English

Grade: Second Division

Completed Post Graduation in Master's in English with a Second Division. This advanced program deepened understanding of literary theories and critical analysis.

Swami Vivekanand Subharti University

Bachelor of Library Science, Library Science

Grade: First Division

Earned a Bachelor's in Library Science with a First Division. This program provided comprehensive knowledge in library management, information organization, and retrieval.