Tanima Roy
@tanimaroy
I am a driven customer support specialist experienced in remote support.
IndiaWhat I'm looking for
I am a driven customer support specialist with over four years of experience delivering high customer satisfaction in remote and on-site environments. I have supported Amazon sellers and airline passengers, resolving complex order, ticketing, and operational issues while consistently surpassing KPIs.
I excel at CRM navigation, data analysis to identify systemic problems, and coaching junior staff to improve performance. I partner with cross-functional teams to escalate issues and enforce compliance, and I adapt quickly to new digital tools and remote collaboration platforms.
Experience
Work history, roles, and key accomplishments
AMSenior Seller Support Associate
Amazon
Jan 2022 - Nov 2024 (2 years 10 months)
Provided expert support to Amazon sellers by resolving order-related inquiries and disputes, analyzing data to identify systemic issues and escalating them to internal teams; consistently achieved high CSAT through empathetic communication and swift resolution.
IAAirport Customer Support Executive
InterGlobe Aviation
Apr 2021 - Jan 2022 (9 months)
Delivered airport and contact-centre support across voice, email, and chat, managing check-in, baggage queries and travel concerns; coached junior staff and consistently surpassed KPIs for issue resolution and passenger feedback.
IACustomer Service Officer
InterGlobe Aviation
Jul 2019 - Apr 2021 (1 year 9 months)
Streamlined check-in and boarding workflows, optimized ticketing protocols to reduce processing time and minimize customer wait times, improving overall passenger satisfaction.
Tourism Intern
Ministry of Tourism, Government of India
Jun 2018 - Jul 2018 (1 month)
Assisted tourists with information and online queries, enhanced digital content and contributed to SEO and targeted tourism campaign improvements.
Marketing Intern
Holiday Tripster
Jul 2017 - Aug 2017 (1 month)
Developed marketing content to drive customer engagement and implemented customer feedback surveys to inform service improvements.
Education
Degrees, certifications, and relevant coursework
RURabindra Bharati University
Master of Social Work, Social Work
2021 - 2024
Completed Master of Social Work at Rabindra Bharati University from 2021 to 2024.
AUAmity University
Bachelor of Tourism Administration, Tourism Administration
2016 - 2019
Completed Bachelor of Tourism Administration at Amity University from 2016 to 2019.
St. Stephen's School
Indian School Certificate (ISC), Higher Secondary Education
2013 - 2016
Completed the Indian School Certificate (ISC) at St. Stephen's School from 2013 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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