Arunava Sinha

People-first professional with a genuine instinct for communication and problem-solving, shaped by over a year of front-line experience supporting eBay's UK customer base at one of the world's leading e-commerce platforms. Recognised early as a team mentor, trusted to guide new colleagues and represent quality standards on the production floor. Academic background in Anthropology gives a real edge in reading people, understanding behaviour, and adapting quickly to the skills that translate directly into customer-facing and sales environments.

Equally comfortable in navigating complex fraud cases, owning an escalation, or identifying the right moment to retain a customer. Looking for an organisation where adaptability, and strong interpersonal skills matter as much as process knowledge.

Customer Support Representative, Chat | Member Experience - TTEC — eBay UK - Ahmedabad, India

(2025-02 - 2026-03)

• Selected as Team Mentor within 10 months, directly coaching and supporting 14 new agents on quality standards, SLA compliance, and CRM processes
• Maintained 4.5/5 CSAT score across 60–80 chats per day, handling complex multi-issue interactions for eBay's UK buyer and seller base
• Achieved 90–95% QA scores across every review period, consistently exceeding team benchmarks
• Sustained 90%+ First Contact Resolution (FCR) rate, directly reducing repeat contacts and escalation volume
• Delivered real-time chat support across 60–80 interactions per day, resolving disputes, refund requests, account queries, and transaction investigations end-to-end within SLA
• Conducted account-level risk assessments and behavioural analysis to identify fraud patterns and enforce platform Trust and Safety policies
• Documented 1,200+ customer service cases with 100% accuracy, ensuring full compliance with regulatory audits and QA standards
• Identified upselling and retention opportunities within support interactions, communicating service value naturally to re-engage dissatisfied customers
• Collaborated cross-functionally with escalation teams, compliance, and operations to resolve certain complex cases by securing end-to-end ownerships

Ethical Hacking Intern - Kyrion Technologies - New Delhi, India

(2019-06 - 2019-06)

• Gained hands-on experience with Kali Linux, using penetration testing tools including Nmap (network scanning), Metasploit (exploitation framework), Wireshark (packet analysis), Burp Suite (web vulnerability testing)
• Developed understanding of vulnerability assessment, ethical hacking methodology, and digital risk management principles

Museum Intern - Don Bosco Centre for Indigenous Cultures - Meghalaya, India

(2023-04 - 2023-06)

• Guided diverse visitor groups through exhibits over a 7-week internship, translating complex cultural and historical content into accessible narratives and building strong public communication skills

Documentation Intern - Verrier Elwin Memorial Museum - Meghalaya, India

(2023-06 - 2023-06)

• Catalogued and documented artefacts with high accuracy, strengthening metadata management, classification, and record-keeping discipline
• Directed a short documentary film commissioned by the museum, managing the project from concept to delivery

M.Sc.

• Anthropology - North-Eastern Hill University, Meghalaya (Central Govt. University) (2022-01 - 2024-12)

B.Sc.

• Anthropology - University of Calcutta, West Bengal (2019-01 - 2022-12)

Higher Secondary - CBSE - Kalyani Central Model School, West Bengal (2018-01 - 2018-12)

Secondary - ICSE - Julien Day School, West Bengal (2016-01 - 2016-12)