Soumya Mondal

SM

Open to opportunities

Soumya Mondal

@soumyamondal

Customer Support and Client Support professional delivering global account solutions and retention in SaaS.

What I'm looking for

I’m looking to join an emerging SaaS team where I can own end-to-end customer support, resolve technical and billing issues under SLAs, and grow long-term retention with strong global client communication.

I’m a highly communicative Customer Support and Client Support Professional, focused on managing global clients, resolving complex technical queries, and handling high-volume interactions. In my current role as a Customer Support & Client Solutions Associate at Wipro (ENGIE), I serve as the primary point of contact for international clients and consistently exceed target KPIs under strict SLA compliance.

I bring experience operating across platforms and geographies, including real-time customer support for US & Canada marketplaces at Amazon. I investigated complex logistics and digital marketplace hurdles while delivering swift troubleshooting workarounds, and I earned the Rising Star Award (July 2025) for exceptional performance and dedication.

Before that, I built consultative selling and client acquisition skills with Reliance Jio, driving B2C user acquisition through outbound campaigns and cold calling. I help customers succeed end-to-end—through onboarding, objection handling, and adoption—so I can apply the same retention-driven mindset to growth in the emerging SaaS sector.

Experience

Work history, roles, and key accomplishments

WE

Current

Customer Support & Client Solutions

Current

Apr 2026 - Present (3 months)

Serve as the primary point of contact for international clients, handling complex account queries and information requests while meeting SLA targets. Provide empathy-driven solutions for technical and billing concerns and conduct outbound follow-ups to reduce repeat inquiries.

International Customer Support Client Retention SLA Technical Support Billing Support CRM Literacy Word

AM

Customer Service Representative

May 2025 - Nov 2025 (6 months)

Managed high-volume customer inquiries for the US and Canada marketplace, ensuring accurate, timely troubleshooting. Earned the Rising Star Award (July 2025) and maintained strong performance on CSAT and First Contact Resolution.

First Contact Resolutions Logistics Troubleshooting Troubleshooting

RJ

Freelance Sales & Client Acquisition

May 2023 - May 2025 (2 years)

Drove B2C user acquisition through outbound campaigns and cold calling, recommending JioFiber network architecture and digital infrastructure based on client needs. Conducted consultative upselling, managed onboarding/adoption, and handled objections to close sales cycles.

User Acquisition Outbound Sales Cold Calling Consultative Selling Upselling Onboarding Objection Handling Negotiation

Education

Degrees, certifications, and relevant coursework

PI

Panchagram Institute

Higher Secondary Education, Higher Secondary Education (WBCRBOS)

Completed Higher Secondary Education in 2025 at Panchagram Institute under the West Bengal Council of Rabindra Open Schooling.

PI

Panchagram Institute

Madhyamik, Madhyamik (WBCRBOS)

Completed Madhyamik in 2023 at Panchagram Institute under the West Bengal Council of Rabindra Open Schooling.

YC

Youth Computer Training Centre

Certificate Course in Computer Hardware and Maintenance, Computer Hardware and Maintenance

Completed a certificate course in Computer Hardware and Maintenance at Youth Computer Training Centre.

Tech stack

Software and tools used professionally

Gmail

Objective

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