Subrata Banerjee
@subratabanerjee
Customer support professional delivering technical troubleshooting and high CSAT through FCR.
IndiaWhat I'm looking for
I’m a customer care professional with extensive experience in technical support and customer service. I resolve customer complaints end-to-end while keeping brand and compliance guidelines front and center, so quality interactions lead to stronger outcomes.
In my roles, I consistently met KPIs including CSAT, AHT, Sales, Case Closures, and First Call Resolution (FCR). I’m especially focused on FCR—turning thorough case analysis and customer experience review into long-term resolution quality.
I’ve delivered technical support to customers including Adobe users, diagnosing and resolving software issues while managing the full resolution process. I work closely with Product, Engineering, and Support teams, converting customer feedback into actionable insights that improve the overall experience.
To increase efficiency without sacrificing quality, I use AI tools like Copilot and ChatGPT for drafting responses and summarizing feedback. I also build templates and shortcuts for repetitive work, maintaining clear records to support audits and uphold data privacy standards.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Concentrix India Pvt Ltd
Jun 2025 - Apr 2026 (10 months)
Handled customer support operations end-to-end, resolving issues while maintaining brand and compliance standards and accurate audit-ready records. Used AI tools (Copilot, ChatGPT) to draft responses and summarize feedback, improving speed and consistency while meeting KPIs for CSAT, AHT, Sales, case closures, and FCR.
Technical Support Engineer
Teleperformance India
Nov 2023 - Apr 2025 (1 year 5 months)
Provided technical support to Adobe customers in India, diagnosing and resolving software issues to support timely case closure and high satisfaction. Coordinated with Product, Engineering, and Support teams and translated customer feedback into actionable insights to improve the overall customer experience.
Customer Support Representative
Artech India Pvt Ltd
Jun 2022 - Oct 2023 (1 year 4 months)
Delivered customer support services for Capgemini clients via third-party payroll, managing customer queries and escalations. Ensured issues were handled efficiently through end-to-end support coordination.
Customer Service Representative
Tech Mahindra BPO
May 2020 - Jun 2021 (1 year 1 month)
Served as a customer service representative for Flipkart customers, addressing inquiries and resolving issues. Focused on timely resolution and clear communication to support customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Agricultural University, Allahabad
Bachelor of Business Administration, Business Administration
2003 - 2006
Earned a Bachelor of Business Administration (BBA) from Agricultural University, Allahabad from 2003 to 2006.
Availability
Location
IndiaAuthorized to work in
Job categories
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