Sourav Paul

I am a customer service professional with hands-on experience in high-volume inbound and live-chat support, primarily in food delivery and e-commerce environments. I consistently met KPIs such as CSAT, FCR and AHT while resolving order, payment and delivery issues.

I excel at troubleshooting complex customer issues using internal tools and CRMs, coordinating with delivery partners and restaurant staff, and accurately documenting interactions to maintain data integrity and process adherence. I have worked in both blended (chat/email) and voice roles supporting international customers.

I bring strong communication, empathy, de-escalation and relationship-building skills, and I am motivated to join a company where I can apply my problem-solving abilities, continue learning, and contribute to improved customer satisfaction and operational productivity.