Ankit Parida

Customer Support Specialist with 3+ years of experience resolving high-volume queries and formal complaints across international markets (US, UK, EU, Germany) for a global e-commerce client. Skilled in complaint and escalation handling, root-cause analysis, quality control, SLA and regulatory-deadline adherence, and CRM administration, with a consistent record of strong CSAT and quality scores and zero critical errors. Experienced in cooperating with regulatory bodies, staying current on relevant industry regulations and compliance requirements, and taking end-to-end ownership of issues from investigation through resolution.

MBA candidate holding SEBI and financial-risk-management certifications, bringing added domain knowledge relevant to fintech and financial-services complaint handling. Skilled in setting up and improving internal procedures, maintaining accurate central records, and collaborating cross-functionally with Quality Assurance and Product teams to deliver fair, transparent, and timely resolutions.

HR & Admin Executive - Sellopedia - Baleshwar, India

(2026-08)

• Manage daily administrative operations and office requirements.
• Maintain employee records, HR documentation, and support recruitment/onboarding.
• Track attendance, leave, and payroll/stipend coordination.
• Handle basic accounts — bills, invoices, and expense records.
• Organize and safeguard company files and confidential information.
• Coordinate internal meetings, communications, and cross-department needs.
• Support management in rolling out policies and processes.

Business Development Manager - Brio Elevators - Bhubaneswar, India

(2026-05 - 2026-07)

• Manage client relationships end-to-end, from initial inquiry and assessment through proposal, negotiation, and after-sales coordination, maintaining accurate CRM records for every interaction.
• Serve as primary point of contact for client queries and issues, coordinating with design, operations, and installation teams to ensure timely, fair resolution and smooth delivery.
• Prepare and present proposals and negotiate terms, applying clear documentation and follow-through to protect customer trust and satisfaction.

Process Specialist – Customer Support (eBay Process) - TTEC - Ahmedabad, India

(2020-07 - 2023-10)

• Handled high-volume customer support and complaint queues, managing daily case workflows across 4 international markets (US, UK, EU, Germany) within defined turnaround and regulatory deadlines.
• Maintained quality accuracy scores above organizational benchmarks for 3+ consecutive years with zero critical errors, sustaining strong CSAT performance across global markets.
• Acted as point of escalation for complex customer complaints, applying structured root-cause analysis to identify underlying issues, resolve disputes, reduce repeat contacts, and improve first-contact resolution (FCR).
• Organised and maintained an accurate central archive of case data and documentation, ensuring information was complete, auditable, and easily accessible for reporting and quality review.
• Collaborated cross-functionally with Quality Assurance, Operations and client stakeholders to identify process gaps, set up and improve internal procedures, and ensure SLA and compliance adherence.
• Mentored and coached new team members on complaint-handling best practices, documentation standards, and quality expectations, driving measurable improvement in team performance metrics.
• Generated and reviewed periodic quality and performance reports using process reporting tools and advanced MS Excel, enabling data-driven decisions and contributing to a culture of fair customer treatment.
• Recognised for sustained high performance in customer satisfaction and quality metrics across multiple international markets over 3+ years.

Marketing Intern (Summer Internship Project) - ITC Limited - Kolkata, India

(2025-05 - 2025-07)

• Supported marketing operations and brand initiatives within a leading FMCG conglomerate.
• Conducted market research and assisted in developing consumer-facing strategies aligned with business objectives.

Electrical Engineering Intern - Birla Tyre India - Baleshwar, India

(2018-05 - 2018-06)

• Gained hands-on exposure to thermal power plant operations, including boiler/turbine maintenance, fuel handling, grid synchronisation, and environmental safety protocols.

Master of Business Administration - General Management - Sri Sri University (2024-06 - 2026-05)

Bachelor of Engineering - Electrical Engineering - Institute of Technical Education & Research (2016-08 - 2020-06)

Senior Secondary Education (10+2) - Delhi Public School (2013-03 - 2016-05)