Ayan Ghosh

Client-focused professional with 9 months of experience across Amazon and Capgemini, handling high-volume customer interactions, relationship management, issue resolution, and process operations. Experienced in managing client needs from initial interaction through resolution, maintaining accurate records, coordinating with internal teams, and consistently delivering against quality and performance targets. Strong communication, negotiation, relationship-building, and problem-solving skills with the ability to work independently in fast-paced, target-driven environments.

Process Associate - Capgemini

(2025-12 - 2026-05)

• Managed 200+ customer interactions per month, understanding client requirements and providing timely billing and technical assistance while maintaining strong service quality.
• Built and maintained client relationships by identifying customer needs, communicating solutions clearly, and taking ownership of issues through resolution.
• Coordinated with cross-functional teams to resolve client concerns efficiently, improving turnaround times and supporting a consistent customer experience.
• Maintained accurate CRM records and client documentation, ensuring information was up to date and processes complied with internal service standards.

Customer Support Associate - Amazon

(2023-07 - 2023-10)

• Handled 80–100 customer interactions daily through phone and chat, resolving order, payment, refund, and account-related concerns while consistently meeting productivity and quality targets.
• Achieved 90%+ customer satisfaction through active listening, needs assessment, persuasive communication, and timely problem resolution.
• Managed customer cases end-to-end, from initial inquiry and requirement identification through resolution, demonstrating ownership and accountability.
• Collaborated with internal teams on escalated cases, contributing to a 20% reduction in average response time and supporting improved customer retention.

Bachelor of Technology (B.Tech) - Computer Science and Business Systems - Techno India University (2021 - 2025)