Anupa Sanjana

BPO Customer Support Executive with 1.5+ years of experience in inbound & outbound voice process, live chat support, and multi-channel complaint resolution in high-volume environments. Consistently achieved CSAT 92%+, FCR targets, and handled 80–100+ daily customer interactions with full SLA & SOP adherence. Skilled in CRM tools, order management, escalation handling, quality monitoring, and MIS reporting.

Seeking a BPO/Customer Service role at Teleperformance or a leading MNC to deliver service excellence and exceed KPIs.

Customer Support Executive - Blink Commerce Pvt. Ltd.

(2025-08 - 2026-04)

• Managed 80–100+ daily interactions via voice & chat; consistently achieved CSAT 92%+ and met FCR, AHT, and quality KPI targets within SLA timelines.
• Handled end-to-end order management — tracking, cancellations, returns & refunds — using CRM and ticketing tools with 100% data accuracy and process compliance.
• Resolved escalated complaints by liaising with logistics & backend teams, cutting repeat contacts by 20% and improving overall customer satisfaction scores.
• Ensured strict adherence to SOPs, call scripts, and quality frameworks; maintained accurate interaction logs and contributed to daily MIS & performance reporting.

Customer Care Executive - BTWO Solutions Pvt. Ltd.

(2024-09 - 2025-07)

• Delivered multi-channel customer support (voice & chat) for 70+ daily queries on billing, account management, technical troubleshooting, and service requests.
• Coordinated with cross-functional teams to reduce average TAT by 15%; performed data entry and MIS reporting in MS Excel to support team leader decision-making.
• Consistently exceeded monthly benchmarks for quality scores, NPS, productivity, and CSAT in a structured, high-pressure BPO environment.

BBA - Maulana Abul Kalam Azad University of Technology (MAKAUT) (2021 - present)

Class XII - Jharkhand Academic Council (JAC) (2018)

Class X - CBSE (2016)