Sourav Sharma
@souravsharma7
I resolve high-volume customer queries across chat, voice, WhatsApp, email, and social channels.
IndiaWhat I'm looking for
I've supported customers at Utkal Rope Works, CSM Technologies, and Plus91 Web Solutions across manufacturing, software, and BPO environments. I handle product, order, software, and escalated complaint queries across chat, voice, WhatsApp, email, and social media while maintaining SLA and TAT commitments.
At CSM Technologies, I partnered with Technical Support to resolve software issues, monitored response and closure performance, and maintained MIS and customer records. I bring a calm, solutions-first approach to multi-channel support, CRM and ticketing workflows, customer feedback, and cross-functional coordination.
Experience
Work history, roles, and key accomplishments
Customer Service Executive
Utkal Rope Works
Jul 2025 - Aug 2026 (1 year 1 month)
Handled customer queries across chat, voice, and WhatsApp while maintaining 95%+ SLA adherence. Managed end-to-end customer service for the manufacturing unit, resolving product and order-related queries.
Education
Degrees, certifications, and relevant coursework
Indian Business Academy
Master of Business Administration, Marketing
Pursued an MBA with a specialization in Marketing, gaining skills in business management and marketing strategy.
University of Kolkata
Bachelor's Degree, General Studies
Completed a Bachelor's degree, building a strong academic foundation.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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